This content was reproduced from the employer’s website on January 6, 2022. Please visit their website below for the most up-to-date information about this position.
About the Role
As a Senior Investigator for our Trust and Safety Investigations Team (based out of Phoenix — 201 E. Washington St), you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our top internal customers – Communications, Trust & Safety, Insurance and Legal – to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands.
What You’ll Do
- Handle a high volume caseload of urgent and critical incident types
- Providing thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
- Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
- Learn and master multiple knowledge base and contact management systems
- Contacting, interviewing and obtaining statements from reporting parties, witnesses and accused parties to secure vital information.
- Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements
- Use emotional self-regulation with empathy in all communications
Basic Qualifications
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
- At least 6 months of urgent customer service experience interviewing both parties to an incident in-person or over the phone or 2 years of customer service experience
- Skilled in de-escalation, case management, stakeholder management, and project management
Preferred Qualifications
- At least 1 year of crisis center, law enforcement, or social work experience conducting investigations or handling urgent and high-priority issues, such as accidents, safety concerns, critical incidents, insurance claims
- AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
- Experience in Crisis Management and/or Sensitivity Training, empathetic communicator
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
- Experience interviewing both parties to an incident either in-person or over the phone
- Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
- Commitment to excellence in behavior, performance and work product
- Organized and self-driven with an excellent ability to handle a large caseload
- Ability to adjust and adapt in a dynamic work environment