The Service Center Investigations role is responsible for leading end-to-end investigations of escalated calls, complaints, and unusual activity, with a focus on timely resolution, root-cause identification, and risk-controlled outcomes. The role partners closely with Service Center leadership and cross-functional stakeholders to strengthen quality, compliance, and customer experience through disciplined case management, reporting, and remediation recommendations. This position also supports Service Center operations by taking Service Center calls and performing standard Service Center responsibilities as needed, in addition to core investigative duties.
Key Responsibilities
The role owns investigation case intake, triage, and execution, including gathering evidence, analyzing call activity and system notes, documenting findings, and driving cases to resolution with clear audit trails. The role performs root cause analysis to identify recurring failure points across process, training, knowledge, tooling, or adherence, and translates findings into corrective actions that reduce repeat issues and operational risk.
The role ensures investigations are conducted in alignment with firm policies, regulatory expectations, and data privacy requirements, including appropriate handling of sensitive information and escalation of potential control concerns. The role prepares written investigation summaries and management-ready recommendations, providing clear trend insights and actionable remediation paths.
The role contributes to continuous improvement by updating knowledge documents and investigation playbooks in partnership with CRM/EPM stakeholders when needed or requested, ensuring frontline teams have accurate, current guidance. The role also supports the broader control environment through quality monitoring, including reviewing complaint calls for quality and compliance, conducting periodic reviews and calibrations, and providing structured feedback to improve agent performance.
The role serves as a point of contact for complex or high-priority escalations, coordinating across teams to ensure timely resolution and appropriate communications. The role supports training and development by helping design and deliver targeted training on investigation procedures, customer experience drivers, and compliance expectations.
Tools and Technology Expectations
The role is expected to operate confidently within a call center technology stack, including call recording and monitoring tools to review interactions and support evidence-based investigations. The role uses CRM and case management tools to track case progress, document actions taken, and ensure accurate status reporting. The role leverages reporting and analytics tools to identify trends, measure outcomes, and present findings in a management-ready format.
Required Qualifications
Bachelor’s degree or equivalent practical experience in business, communications, or a related field.
3+ years of experience in a call center or service center environment, including 1+ year in an investigations, quality, complaint, escalation, or supervisory capacity.
Strong analytical and problem-solving capability, including the ability to identify patterns, isolate root causes, and recommend durable corrective actions.
Strong written and verbal communication skills, with the ability to produce clear documentation and effectively communicate with frontline staff and management.
Strong attention to detail, organization, and follow-through, including the ability to maintain complete and accurate investigation records.
Demonstrated leadership capability, including coaching, influencing, and partnering effectively across teams.
Working knowledge of compliance, data privacy, and regulatory expectations relevant to call center operations, and the discipline to apply them consistently in day-to-day execution.
Preferred Qualifications
Prior experience in complaint investigations, escalation management, quality assurance, or risk and controls within a large, regulated services environment is preferred.
Demonstrated experience building or improving investigation playbooks, knowledge content, training materials, and operational routines (calibration, trend reviews, remediation tracking) is preferred.
Proficiency in using reporting and analytics outputs to drive decisions, influence stakeholders, and measure improvement is preferred.