Customer Service Representative - Portal Operator

Customer Service Representative - Portal Operator

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Customer Service Representative (Portal Operator) to support a federal hotline operation. The Portal Operator conducts initial processing of online portal submissions, communicates with complainants as needed, documents submissions accurately, routes matters appropriately, protects complainant confidentiality, and follows approved policies and procedures.

Key Responsibilities:

• Conduct initial processing of online portal submissions during operating hours of Monday through Friday, 10:00 a.m. to 6:00 p.m. Eastern Time, excluding federal holidays.
• Input, update, and document complaint information accurately in the assigned portal or case tracking system.
• Review submissions for completeness, accuracy, urgency, and appropriate next steps.
• Take appropriate action on portal submissions, including closure, redirection, or assignment to federal staff.
• Identify allegations involving fraud, waste, abuse, mismanagement, or issues related to Education programs and operations.
• Maintain strict confidentiality of complainant information, personally identifiable information, and case-related records.
• Follow approved scripts, user guides, standard operating procedures.
• Maintain accurate source data, including source, category, date received, action taken, and complaint status, to support monthly contractor reporting.
• Complete required security awareness, specialized training, and program training.

Qualifications:

• Ability to obtain or maintain the required T4 High Risk Public Trust clearance, as required by the contract.
• U.S. citizenship required.
• High school diploma or equivalent required.
• Customer service experience.
• Experience with data entry and online portal processing.
• Experience with hotline processing related to federal law enforcement or an Office of Inspector General.
• Ability to communicate clearly and professionally with complainants and federal staff.
• Strong attention to detail and ability to enter, review, and update information accurately.
• Ability to follow procedures, checklists, escalation guidance, and confidentiality requirements.
• Ability to manage sensitive information with discretion and professionalism.
• Ability to recognize urgent, sensitive, duplicate, incomplete, or misdirected submissions.