Job description

ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit www.clearcaptions.com.

This is a Remote/Work from Home position reporting to the Vice President of Regulatory & Strategic Policy.

Position Summary:
The Compliance Investigation Manager is responsible for investigating any potential issues or allegations brought to Compliance. These allegations and/or issues could be related to, for example, a data breach, a failed system and/or process, or a team member or vendor violating the FCC’s rules. Investigations will be conducted independently identifying root causes of any potential issues and making recommendations regarding process or system improvements necessary to ensure the issue does not reoccur. At the completion of the investigation, the Compliance Investigation Manager will prepare a final investigatory memo to be shared with legal and the VP of Regulatory and Strategic Policy and will be responsible to ensure all follow-up items identified through the investigation are remediated appropriately.

What you will do:

• Investigate any potential claims of team members and/or vendors not following proscribed company policy.
• Develop and share a monthly investigatory report with senior leadership outlining all ongoing investigations.
• Lead the Company’s resubmit effort in situations where a compliance investigation has determined that ClearCaptions is required to submit a refund to the TRS Fund Administrator and ensure the refund is submitted in a timely manner as well as all necessary documentation is provided.
• Responsible for reporting all unforeseen service interruptions to the FCC following the proscribed company process.
• Ensure all follow-up tasks as identified within compliance investigations are appropriately followed-up on and completed.
• Develop a reporting dashboard for Senior Leadership tracking investigation and refund trends over time.
• Identifying compliance risks and collaborating with other departments to develop and implement corrective action plans.
• Stay up to date on all FCC matters pertaining to IP CTS.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Analytical type who is good at reviewing complex data and facts
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality

Qualifications:

• Bachelor's degree in business or related field preferred; master's degree a plus.
• 5 years' experience analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• 5 years’ experience in investigating complex matters, such as applying policy or federal law to investigating potential policy, compliance and/or consumer terms of service violations.
• 5 years’ experience creating investigatory memos, summarizing findings, and tracking the completion of follow up items and recommendations.
• Excellent interpersonal, verbal, and written communication and facilitation skills.
• Self-motivated with strong organizational and time management skills, able to handle multiple priorities with demanding timeframes, prioritize and manage timely follow-up.
• Detail-oriented with ability to analyze opportunities, define successful approaches, and proactively solve problems.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours, including occasional weekends. Occasional travel up to 10% which may include overnight travel.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands:
Team members may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Compensation:
$82,000 - $95,000 with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Work Environment:
100% Remote:
Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue, exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (up to 10%) may include overnight and out-of-state travel.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members to do this job.

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