Associate Risk Coordinator

Job Title: Associate Risk Coordinator   

FLSA status: Non-Exempt

Department: Operations/HR

Position summary: The Associate Risk Coordinator actively seeks to reward those in the act of doing the right thing. The central objective of the Associate Risk Coordinator is to investigate all customer concerns, internally and externally, thoroughly, and expeditiously in a fair, unbiased, and consistent manner. 

General Purpose: Responsible for assisting Operations and Human Resources with review of audio and camera footage to investigate customer and employee concerns. Assist with risk management and incident related review. Serves as the back-up to the internal Incident Hotline and claims management.

Position Responsibilities:

• Develop a program rewarding employee’s positive interactions with customers internally and externally
• Protect customers, associates, and company assets
• Promote the adherence to company policies and procedures; report and escalate noted deficiencies as appropriate
• Conduct regular internal investigations in Family Express stores to identify shrink related to theft, fraud, and dishonest      activity; and proactively identify patterns or areas where shrink occurs, working to minimize loss
• Conduct routine store audits through camera review to identify and evaluate risk factors, including inventory discrepancies, safety hazards, and non-compliance with company policies
• Assisting Human Resources and Field Consultants with reviewing video of customer and employee related complaints, incidents, and claims 
• Retain and secure relevant information post incidents 
• Monitor and update Zendesk customer feedback platform internally
• Ensure customer complaints are reviewed, evaluated, investigated, documented, and closed in a timely manner with all applicable parties
• Provide summary of all investigations to HR Liaison and Field Consultant as requested
• Serves as back-up to the internal Incident Hotline
• Assist with risk management and claims management internally and with Gallagher Bassett
• Monitor and follow up on risk audits submitted by all stores
• Conduct regular audits of Zenput reports submitted by Field Consultants
• Assist with creating, maintaining, and improving all incident reporting forms and methods
• Serve as a positive advocate for change, continuous improvement, growth, and development; able to quickly adapt to      changing requirements and environment
• Other duties as assigned

Role Qualifications: 

• Must be able to be on call 24 hours per day, seven days per week. 
• Be able to interact with all levels of the organization, community, customers, and vendors effectively and professionally. 
• High School diploma or equivalent

Essential Skills and Experience:

• Time management including  multitasking, productivity, and a sense of urgency
• Excellent interpersonal and highly effective communication skills
• Commitment to company mission and values
• Basic mathematical & computer proficiency
• Constructively deals with conflict
• Adaptability, flexibility, and receptive to change
• Problem analysis & problem resolution at both strategic & functional level
• Effective decision making based on sound judgment and reasoning
• Ability to read, write and understand English  

Nonessential Skills and Experience:

• Previous retail experience
• Microsoft Office experience
• Prior risk management experience

Reporting To This Position: No direct reports

Physical demands and work environment:

• Physical  Demands: While performing the duties of this job, the employee is required to stand for prolonged periods; work longer than eight (8) hour shifts, reach, climb, balance, stoop, kneel, crouch; talk and hear; taste and smell. The employee must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Work Environment: Must have flexibility to work all days of the week when necessary, along with holidays and evenings.