Consumer Advocacy Volunteer | Consumer Advocacy & Response Division

Massachusetts AGO • Boston, MA

2d • Onsite

About The Position

The Consumer Advocacy Volunteer works with the Consumer Advocacy and Response Division (CARD) within the Public Protection and Advocacy Bureau of the Massachusetts Attorney General’s Office in Boston. CARD reviews consumer complaints, advocates for Massachusetts consumers, implements settlements, provides referrals and other assistance, conducts research and community outreach, and participates in public education trainings. Its consumer protection work covers areas including debt collection, mortgage lending and servicing, housing, automobile sales and lending, utilities, and professional services.

The volunteer calls members of the public who have filed complaints about online or telephone scams and provides timely, knowledgeable information about resources that can help prevent scams or mitigate their effects. The volunteer develops an understanding of referral networks and community resources, asks appropriate screening questions, and follows established procedures for external referrals. This volunteer position is distinct from student internships.

Volunteers serve initially for six months, with the possibility of renewal. They are expected to work in person at the AGO’s Boston office at 100 Cambridge Street for at least two days per week, in three-hour shifts, and attend most weekly division staff meetings held Wednesdays at 10 a.m. Meetings may be attended in person or remotely. The position is unpaid. The application deadline is November 11, 2026, at 5:00 p.m. ET.

Requirements

• Experience working in a call center or a public-facing customer service role.
• Effective communication skills.
• Proficient organizational skills.
• Basic computer skills and the ability to maintain clear records of calls received.
• Ability to work independently and in a team environment.
• Ability to demonstrate a connection to the people and communities served and an 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 have filed consumer complaints about online or telephone scams.
• Provide timely, knowledgeable information about resources to prevent scams or mitigate harm caused by scams.
• Develop a strong understanding of referral networks and community resources.
• Ask appropriate screening questions to ensure the best possible referrals.
• Follow established procedures for making external referrals.
• Attend most weekly division staff meetings.

What This Job Offers

• Education Level: No Education Listed