Whistleblowing Hotline Specialist

For more than 25 years Ethico has provided a suite of corporate integrity products that help companies manage risk and reinforce their healthy cultures. From whistle blower and case management software that saves time, to employee screening and monitoring services that actually work, and e-learning that improves engagement -- we focus on service and the human element in all we do in order to Make the World a Better Workplace.

In building this mission, we provide HR, ethics and compliance solutions that serve over 8,600,000 employees in 120+ countries through the highly-trained, caring, and compliance-minded professionals in many of the world's largest, and well-known organizations who rely on our software and services. We have helped E&C leaders investigate nearly 10 million reports, offering employees the industry’s leading-edge tools to report unethical or illegal behavior free from retaliation.

Ethico’s Hotline Risk Specialists (RS) are responsible for responding to and documenting the concerns of employees around the world who call to report anything from management complaints, harassment claims, potential compliance violations, to issues regarding benefits and pay. The RS will guide callers through the interview process while documenting their concerns in concise, and technical format, and ensuring all client directives are followed.

This work is challenging and the training intensive, However the experience is extremely rewarding. You must be focused, disciplined, and keep the commitments you make. This is serious work; you'll be joining a dedicated team that works together to ensure that employees all over the world are able to thrive, are protected, and can make a difference in their workplace.

All new hires must successfully complete training (classes, shadowing, and on-the-job) and demonstrate proficiency in the material to progress through the incubation period.

Responsibilities include but are not limited to:

• Answering calls, delivering the proper greeting, following client directives, and asking all critical questions to deliver a thorough yet succinct report of the issue - while maintaining good judgment and strict confidentiality to ensure a caller’s needs are met and the report is focused on key information
• Documents all calls answered in accordance with Ethico's policies and procedures; maintains accurate demographic and other statistical information according to Ethico's policies and procedures, as well as in compliance with client contracts
• Guide callers through the interview process according to frequently reviewed standards and procedures, and refine complex statements and notes into simple, thorough, organized, actionable reports
• Document all relevant client calls in our case management system. Calls should be documented in a clear, concise, and accurate format
• Meet performance goals set with a Hotline supervisor, operations manager, or Director of Hotline Operations and tailored to your development path including: report quality (grammar, content, form), call handling, productivity, and adherence to directives
• Determine severity level of reports taken using detailed information gathered during calls, directives, and/or company protocols
• Contact client coordinators when needed, as to brief them on severity situations and/or at the direction of a Hotline supervisor, operations manager, Director of Hotline Operations, or Quality Analyst
• Answer incoming overflow calls live, triaging them and placing them in a holding queue as necessary
• Adhere to schedule flexibility to support 24/7 operations with changing shift, coverage, and other needs
• All other duties as assigned

• Associate’s/Bachelor’s Degree (preferred), or two years equivalent related work experience, or Equivalent combination of education (e.g., high school diploma/GED) and experience (e.g., hotline setting, phone support role).
• Proficiency in technical writing and/or the ability to type a minimum of 45 WPM (words per minute) on a computer
• Excellent communication and interpersonal skills (verbal and written) are required
• Proficiency in Microsoft Office…