Hotline Agent (Risk Specialist)

OverviewThe Risk Specialist (RS) is the front-line investigator responsible for capturing and documenting sensitive workplace disclosures from employees worldwide. Reporting to the Hotline Operations Manager, you guide callers through a structured interview process to uncover critical details regarding harassment, fraud, safety concerns, and compliance violations. Your mission is to translate complex, often emotional verbal testimonies into clear, technical, and actionable reports that allow Ethico’s clients to conduct thorough internal investigations. This role requires a high degree of confidentiality, professional skepticism, and the ability to remain composed in a fast-paced, 24/7 environment.ResponsibilitiesAnswer inbound calls live, delivering professional greetings and utilizing telephonic interviewing techniques to extract thorough yet succinct informationGuide callers through the disclosure process, asking critical follow-up questions to uncover the "who, what, where, and when" while maintaining strict professional boundariesDetermine the initial severity level of reports based on detailed information gathered during the call, following established company protocols and client-specific directivesRefine complex verbal statements into simple, organized, and written reports within the case management system (myCM)Maintain 100% accuracy in data entry, ensuring all reports comply with both Ethico policies and specific client contract requirementsMeet rigorous performance goals for report quality, focusing on perfect grammar, concise content, and adherence to "Best Practices" formattingImmediately brief client coordinators or Hotline management on high-priority or life-safety situations as identified during the intake processSupport the 24/7 mission by answering calls and managing the holding queue to ensure minimal wait times for sensitive callersRequirements1–2 years in a call center, phone support, or customer-centric role; experience in a legal, medical, or compliance intake environment is a plusAssociate’s or Bachelor’s degree preferred, or an equivalent combination of education (High School Diploma/GED) and professional experienceAbility to synthesize large amounts of verbal information into a structured written formatAbility to remain empathetic yet objective when handling sensitive or high-stress disclosuresAbility to deal with a variety of variables in situations where only limited standardization existsHigh degree of flexibility to support a 24/7 operation, including willingness to work various shifts and provide coverage as neededWhy join the Ethico TeamPeople first company cultureCompany paid Medical, Dental, and Vision for the employeeCompany funded HSA, if enrolled in HDHP401(k) with company match up to 4%STD, LTD, and ADDCompany paid Life InsurancePTOAnnual profit-sharing bonusPaid Maternity/Paternity leaveAnd much more!LocationIn office, in Charlotte, NC.Salary Range$18.00 per hour.ProcessPrescreen with the People Team (15 Minutes)Interview with the Hiring Manager (60 Minutes)Interview with your future team (45 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.