Administrative Assistant

State of Maryland • Baltimore City, MD

47d • Onsite

About The Position

The Attorney General is the chief legal officer of the State of Maryland. The Office of the Attorney General (OAG) has the general charge, supervision, and direction of the State’s legal business, acting as legal advisors and representatives of the major agencies, various boards, commissions, officials, and institutions of State Government. The OAG also protects the public by civil enforcement of antitrust, civil rights, consumer protection, and securities laws and regulations and by the prosecution of organized crime, Medicaid fraud, environmental crimes, insurance fraud, state tax evasion, and other statutorily assigned matters. As Maryland’s 47th Attorney General, Anthony G. Brown leads the Office with a critical focus on equity, justice, and fairness.
This position offers a salary range of $48,486 - $67,675, with potential for advancement up to $74,722 based on qualifications, equity, and hiring guidelines. Initial salary offers are determined by qualifications, experience, and available budget, and typically do not exceed $67,675.
The OAG is seeking qualified applicants for an Administrative Assistant position in the Mediation Unit in the Consumer Protection Division. The Consumer Protection Division (CPD) helps navigate consumer protection issues by enforcing Maryland’s laws against unfair, abusive, and deceptive trade practices involving consumer goods, services, real estate, credit, and debt collection. Through investigations and legal action, CPD works to stop illegal business practices, secure restitution for harmed consumers, and deter future misconduct. The Mediation Unit is comprised of a Director, Deputy Director, 11 Mediation Supervisors, one Mediator, five administrative staff, and approximately 30 volunteers and interns. Each year, the unit handles between 10,000 and 12,000 consumer complaints and manages all other public inquiries directed to the Consumer Protection Division. Additionally, the unit assists more than 40,000 consumers annually through phone and email correspondence.
The Administrative Assistant plays a critical role in supporting the Consumer Protection Mediation Unit’s mission to assist the thousands of consumers who submit written complaints each year and the more than 40,000 consumers who contact the Office by phone or email. This position provides essential administrative and customer service support to ensure the efficient intake, tracking, and handling of consumer complaints and inquiries. If you're passionate about helping people and want to make a real impact on the lives of Marylanders, by helping people who experience losses in the marketplace, you can help us make a difference in the lives of Marylanders!

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of experience in administrative work.
• Strong interpersonal, writing, and organizational skills required, as is experience with, and proficiency in, Microsoft Word and Excel.

Nice To Haves

• The ideal candidate will have experience in both oral and written communication with the public, as well as working with volunteers.

Responsibilities

• Prepare a wide range of administrative correspondence, including letters, referral notices, requests for additional information, and other routine and non-routine communications related to consumer complaints.
• Perform accurate and timely data entry of consumer complaints, inquiries, and related information into case management and tracking systems, ensuring completeness, consistency, and compliance with unit procedures.
• Maintain, update, and organize complaint records and files, including annual complaint inventories, ensuring proper documentation, confidentiality, and accessibility of records.
• Review and route consumer complaints and inquiries to the appropriate staff, unit, or external agency, based on established guidelines and referral protocols.
• Serve as a primary point of contact for consumers by responding to telephone calls, emails, and written inquiries; provide general information regarding consumer protection processes, complaint status, and available resources, while demonstrating professionalism, courtesy, and sensitivity.
• Assist with high-volume call handling, including participating in switchboard operations for the Maryland Office of the Attorney General, directing callers to appropriate divisions or personnel and accurately relaying messages as needed.
• Support unit staff with general administrative tasks, including document preparation, scheduling assistance, record tracking, and other duties that contribute to the effective operation of the mediation unit.

Benefits

• The successful candidate will be eligible for subsidized health benefits (medical, prescription, dental and vision coverage) and life insurance; leave, including annual (vacation), personal, sick, and paid parental leave; and will be eligible for participation in a contributory defined benefit pension plan in which they are vested after ten years.
• State employees are eligible to participate in two supplemental retirement plans: the 457 Deferred Compensation Plan and the 401(k) Savings and Investment Plan.
• The State also offers a free mass transit benefit for local bus and express bus services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees