Job Description

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency -- we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
Our client, a provider of compliance services to skilled nursing and assisted living facilities in the United States, is looking for a Compliance Support Coordinator to join their team. This role involves managing hotline calls, documenting concerns, and supporting the compliance team in investigations. You will act as the first point of contact for reporting compliance issues and help ensure the process runs smoothly and accurately..
PLEASE NOTE:

• Working Hours: This role requires you to work USA hours Mon - Fri from 9am to 6pm EST (16h00pm to 01h00am South African time. These working hours are subject to change depending on daylight savings and/or the operational requirements of the company.)
• The client requires you to work 1-2 hours on Sundays to review and address any urgent matters that may have come in over the weekend.
• Work Environment: This is a fully remote working role.
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

Key Responsibilities:

• Receive and document hotline calls, transcribing details accurately for the compliance team.
• Make follow-up calls within 24-48 hours to gather additional information from callers.
• Record call details in Excel and route information to the appropriate investigator, ensuring confidentiality.
• Manage an average of 10-12 calls per day (volume may fluctuate), typically related to HR concerns such as pay, scheduling, or treatment by others.
• Escalate critical or urgent matters (e.g., harassment, discrimination, or resident neglect) immediately to senior management.
• Set reminders and follow up on unresolved calls using Outlook.
• Perform additional administrative or support tasks during periods of low call volume.

Requirements

• Proven experience in inbound/outbound customer service or hotline operations.
• Excellent communication and interpersonal skills.
• Strong judgment, problem-solving, and decision-making abilities.
• Intermediate Excel proficiency.
• Professional, approachable, and open-minded attitude.
• Ability to handle confidential information with discretion.

If you are not contacted within 14 working days, please consider your application unsuccessful.

Skills Required