Consumer Advocacy Volunteer | Consumer Advocacy & Response Division

Massachusetts AGO • Boston, MA

20h • Onsite

About The Position

The Consumer Advocacy Volunteer serves in the Consumer Advocacy and Response Division (CARD) within the Public Protection and Advocacy Bureau at the Massachusetts Office of the Attorney General’s Boston office. CARD reviews consumer complaints, advocates for Massachusetts consumers, implements settlements, provides referrals and other assistance, conducts research, engages in community outreach, and participates in public education trainings.

The volunteer calls members of the public who have filed complaints about online or telephone scams and provides timely, knowledgeable information about resources to prevent scams or mitigate their harm. The role involves learning referral networks and community resources, asking appropriate screening questions, and following established procedures for external referrals. This is an unpaid volunteer position, offered for an initial six-month period with the possibility of renewal. It is separate from student internship opportunities.

Requirements

• Experience working in a call center or in a public-facing customer service role.
• Effective communication skills.
• Proficient organizational skills.
• Basic computer skills and ability to maintain clear records of calls received.
• Ability to work independently and in a team environment.
• Demonstrated connection to the people and communities served and interest in supporting a respectful and inclusive work environment.

Nice To Haves

• Ability to speak and understand Spanish, Portuguese, Haitian Creole, or Chinese (Cantonese or Mandarin).

Responsibilities

• Call members of the public who filed complaints about online or telephone scams.
• Provide timely, knowledgeable information about resources to prevent scams or mitigate harm caused by scams.
• Develop an understanding of referral networks and community resources.
• Ask appropriate screening questions to identify the best possible referrals.
• Follow established procedures for making external referrals.
• Work in person at the Boston office at least two days each week for a three-hour shift each day.
• Attend most weekly division staff meetings, held Wednesdays at 10 a.m.; meetings may be attended in person or remotely.

What This Job Offers

• Education Level: No Education Listed