A professional who plans, directs, and coordinates activities of workers engaged in receiving, investigating, evaluating, and settling complaints and claims of telegraph customers. Responsibilities include:

• Directs workers to investigate complaints, such as those concerning rates or service in connection with domestic, international, or special-gift telegrams.
• Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements of governmental utility-regulation agencies, and policies of company.
• Reviews actions of subordinates to ensure settlements are made correctly.
• Authorizes retention of data and preparation of documents for use during governmental or customer inquiries.