Requisition No: 808468
Agency: Office of the Attorney General
Working Title: OPS CONSUMER COMPLAINT ANALYST – SPT – 41901950
Position Number: 41901950
Salary: $15.75 – $18.17 hourly
Posting Closing Date: 08/14/2023
This position may be filled as part-time or full-time.
Our Organization and Mission: The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States.
Pay: $15.75 – $18.17 hourly
Position Summary: This position provides analytical and administrative support to the Consumer Protection (CP) Division for the Division’s work in the Office of the Attorney General’s Senior Protection Team (SPT) and the Military and Veterans Assistance Program (MVAP). The SPT is a multi-division team that focuses on identifying, preventing, and stopping financial fraud and exploitation perpetuated against Florida seniors. The Consumer Complaint Analyst-SPT/MVAP will assist the team in intake, consumer complaint management, and complaint referral and monitoring. This position requires the ability to perform the major portion of the duties assigned with a minimum amount of supervision.
The duties and responsibilities of this position stem from the Consumer Protection Division’s enforcement of Chapters 501, 542, 812, 817, 895, and 932 of the Florida Statutes and related laws and administrative rules of the state, and other related federal statutes, rules, and laws. The division’s SPT is primarily responsible for the enforcement of fraudulent and deceptive business practices directed at Florida seniors.
This is a temporary position for a period of 6 months and can be either a part-time or full-time position. Health insurance benefits are available for OPS staff scheduled to work 30 or more hours per week. The position may be extended for 6-month intervals based on employee performance and on agency needs.
Qualifications: A bachelor’s degree from an accredited college or university.
Experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis can substitute on a year-for-year basis for the required college education.
Preference will be given to applicants with the following:
- Working with seniors or protected adults
- Working in a call center environment handling complaints or referrals
The Work You Will Do:
The duties of this position may include but are not limited to:
- Assist with the review of all incoming complaints, to include the recording (input), in coordination with the SPT, of relevant complaint data into the CP-SPT tracking database.
- Review consumer complaints to ensure background information is complete (including checking appropriate databases/resources). Acquire basic information from complainants as needed.
- Review aging reports in the database daily and identify any actionable items nearing the correspondence deadline pertaining to SPT.
- Provide consumers with relevant information and resources regarding elder abuse, fraud, or exploitation.
- Assist with the management of written and verbal communications with SPT consumers and respondent businesses.
- Engage in facilitating potential voluntary dispute resolutions (where applicable and under the guidance of the SPT) between SPT consumers and respondent businesses.
- Route complaints to the proper agency, organization, and/or company as needed and assist with triage and tracking of SPT complaints referred to other agencies or resources to monitor outcomes.
- Receive incoming complaint mail, emails, and telephone calls and follow-up as needed.
- Identify patterns of conduct of respondent businesses, which may warrant engagement of Consumer Protection Division investigators.
- Assist the Consumer Protection Division investigators in tasks as assigned to gather information relating to a Senior Protection Team Complaint.
- Assist with the coordination with Senior v. Crime volunteers or staff who are assisting with SPT complaints.
- Prepare reports on request as to the progress and disposition of SPT complaints and complaint-related outcomes.
- Assist the SPT on special projects and assignments as needed.
- Work independently with minimal supervision.
- Perform other assigned tasks and duties as required in a timely fashion.
- Assist the SPT with special assignments which may require extended hours and/or travel outside the worksite.
IMPORTANT NOTICE: To be considered for the position, all applicants must:
Submit a complete and accurate application profile necessary for qualifying such as dates of service, Business name, address and contact information, reason for leaving, etc. In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained. NOTE: Any required experience and/or preferences listed in the advertisement must be verified at the time of application. Applicants who do not provide all information necessary to qualify may not be considered for this position.
- Ensure that applicant responses to qualifying questions are verifiable by skills and/or experience stated on the employment application and/or resume. Applicants who do not respond to the qualifying questions will not be considered for this position.
- The elements of the selection process do include a skill assessment exercise.
- Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy.
- OAG employees are paid biweekly. All state employees are required to participate in the direct deposit program pursuant to s. 110.113, F.S.
CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE:All OAG positions are “sensitive or special trust” and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.
E-VERIFY STATEMENT:The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.