YOUR ROLE:

As the , you will be responsible for investigating complaints at an escalated level, responding to substantive questions from Complaints Resolution Officers and Investigators, and handling customer escalations within the Investigation department.

YOUR RESPONSIBILITIES:

• Assesses case review requests and process case reviews in accordance with set guidelines
• Conducts case reviews and draft written reports
• Regularly provides guidance to Conciliators and Investigators through various activities including answering questions, case reviews, and generalized team feedback with the goal of improving quality and efficiency.
• Works with the Team Lead, using interpretive skills to provide their insights on opportunities for closing gaps and ensuring success. The Senior Investigator will also be asked to handle regular investigations from time to time by:
• Attempts to informally resolve complaints by communicating with both the customer and service provider, ensuring to follow CCTS process and always maintaining impartiality
• Investigates unresolved complaints to determine if the service provider has reasonably met its obligations
• Drafts Investigations findings, letters, or other further to the results of the investigation
• Administer Codes of Conducts, as applicable
• May be asked to support the Team Leaders, Investigations with some supervisory duties from time to time
• Assists with preparation of ongoing training and calibrations
• Tracks and monitor trends to help in identifying root cause of issues
• May be asked to support the Team Leaders, Investigations with some supervisory duties from time to time
• Identify themes and escalate issues / trends, as applicable
• Assist with ad hoc projects and participate in continuous improvement
• Support other departments on special projects and initiatives from time to time