Whistleblowing Hotline Specialist

Who We Are and What We DoFor more than 25 years Ethico has provided a suite of corporate integrity products that help companies manage risk and reinforce their healthy cultures. From whistleblower 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 8,000,000 employees in 100+ countries through the highly-trained, caring, and compliance-minded professionals in many of the worlds 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.Your Role at EthicoEthico'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; youll 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 demonstrateproficiency 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 allcritical questions to deliver a thorough yet succinct report of the issue - while maintaininggood judgment and strict confidentiality to ensure a caller's needs are met and the reportis focused on key informationDocuments all calls answered in accordance with Ethicos policies and procedures; maintainsaccurate demographic and other statistical information according to Ethicos policies andprocedures, as well as in compliance with client contractsGuide callers through the interview process according to frequently reviewed standardsand procedures, and refine complex statements and notes into simple, thorough,organized, actionable reportsDocument all relevant client calls in our case management system. Calls should bedocumented in a clear, concise, and accurate formatMeet performance goals set with a Hotline supervisor, operations manager, or Directorof Hotline Operations and tailored to your development path including: report quality(grammar, content, form), call handling, productivity, and adherence to directivesDetermine severity level of reports taken using detailed information gathered duringcalls, directives, and/or company protocolsContact client coordinators when needed, as to brief them on severity situations and/orat the direction of a Hotline supervisor, operations manager, Director of HotlineOperations, or Quality AnalystAnswer incoming overflow calls live, triaging them and placing them in a holding queueas necessaryAssist in the training and development of new employeesAdhere to schedule flexibility to support 24/7 operations with changing shift, coverage,and other needsAll other duties as assignedExperience you'll need to succeed in your role at Ethico Associate's/Bachelor's Degree (preferred), or two years equivalent related workexperience, or Equivalent combination of education (e.g., high school diploma/GED) andexperience (e.g., hotline setting, phone support role).Proficiency in technical writing and/or the ability to type a minimum of 45 WPM (words perminute) on a computerExcellent communication and interpersonal skills (verbal and written) are requiredProficiency in Microsoft Office Suite with the ability to learn our programs and tools.Knowledge of customer service principles and practicesStrong problem-solving and analytical skills with great attention to detailAbility to solve practical problems and deal with a variety of concrete variables in situationswhere only limited standardization exists; as well as provide effective response while in ademanding situationAbility to maintain personal and professional boundaries with callers and represent theinterests of the Ethico and it's clientsAbility to work well in a team environmentAlign with our purpose, vision, mission, and core valuesWHY JOIN THE ETHICO TEAMPeople first company culture and family atmosphereCompany paid Medical, Dental, and VisionCompany funded HSA, if enrolled in HDHP401(k) with company match up to 4%STD, LTD, and ADDCompany paid Life InsurancePTOFlexible Working Environment available for some positionsAnnual profit-sharing bonusPaid Maternity/Paternity leaveAnd much more!Shift: • 8 hour shift• Day shift • Evening shift • Night shift Language: • English • Spanish (Preferred)• Portuguese (Preferred)PROCESSPrescreen with the People Team (30 Minutes)Wonderlic Assesment (60 Minutes)Interview with the Hiring manager (60 Minutes)Panel Interview (60 Minutes)We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.

Created: 2025-02-19