**Contingent Worker Role:** Compliance Resolution Analyst **Location:** Chicago (Remote/Hybrid options available) **Department:** Operations & Compliance **Duration:** [6-7 months], with potential for renewal **Key Responsibilities and Deliverables:** **Case Intake & Triage:** + Review and document incoming 311 citizen complaints and service requests, ensuring inquiries are accurately logged into designated systems. + Acknowledge and route new matters in line with established service guidelines provided by the client. + Categorize cases based on compliance relevance, referencing applicable city regulations and client-provided SOPs. + Maintain a professional and courteous approach in written and verbal communications. + **Regulatory Review & Resolution Verification:** + Act as a bridge between citizens and internal departments (e.g., CX, Product, Engineering, Government Relations, etc.), collaborating with staff to address issues and implement solutions. + Assess the validity of fines, suspensions, and account actions against city regulations and internal policies. + Review case documentation to confirm completeness and accuracy, including required evidence such as photos, timestamps, and GPS data. + Ensure all resolutions meet audit standards and city compliance obligations. + Handle other ad-hoc tasks as they arise to support the company's compliance with city regulations, which may include managing documentation requests from city officials. + **Compliance Escalation & Risk Flagging:** + Identify and escalate cases that may indicate non-compliance with city mandates or internal SOPs to appropriate teams. + Maintain organized records of all escalated issues for future audits or regulatory review. + **Process Documentation & Case Closure:** + Maintain detailed and accurate records of all complaints, actions taken, and resolutions in a consistent and audit-friendly manner using internal tools (e.g., Slack workflows, case trackers, and dashboards). + Prepare regular reports on complaint trends, service levels, and citizen feedback.Collaborate with cross-functional teams to confirm case closure and resolution alignment with policy. + **Policy Feedback & Continuous Improvement:** + Identify recurring issues or policy gaps based on case patterns. + Identify and recommend improvements to the 311 response process and compliance protocols to enhance efficiency, transparency, and citizen satisfaction. + **Requirements:** + Intermediate to advanced proficiency in Google Suite (Docs, Sheets, etc.). + Strong analytical and compliance-review skills. + High attention to detail and documentation accuracy. + Familiarity with interpreting policy and regulatory language. + Process-oriented mindset with a focus on continuous improvement. + Excellent written and verbal communication skills. + Ability to manage multiple tasks and deadlines. + Preferred Qualifications: + Proficiency in using Salesforce or similar CRM tools. + Previous experience in compliance, customer support, or operations environments. + Ability to work independently and collaboratively in a fast-paced environment. **Pay Details:** $25.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: + The California Fair Chance Act + Los Angeles City Fair Chance Ordinance + Los Angeles County Fair Chance Ordinance for Employers + San Francisco Fair Chance Ordinance **Massachusetts Candidates Only:** It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.