Service Center Investigations - Senior Associate

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 pro...