CONSUMER COMPLAINT ANALYST - SPT/MVAP - 41000131

State of Florida • Alachua, FL

5d • Onsite

About The Position

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 MVAP initiative focuses on identifying, preventing, and stopping financial fraud and deceptive trade practices targeted towards our military and veteran families. 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.

Requirements

• One (1) year of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations; or College education from an accredited college or university can substitute at the rate of 30 semester or 45 quarter hours for the year of the required work experience; or An equivalent combination of college education and experience which equals one year can substitute for the above requirements.
• Skills in research and analytics demonstrated by an ability to synthesize information from different sources into an integrated narrative.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, and document work flow.
• Ability to work independently.
• Ability to plan, prioritize, and execute multiple, complex assignment deadlines through effective time management.
• Strong interpersonal and conflict-resolution skills.
• Ability to model collaboration, optimism, and engagement to others.
• Ability to communicate effectively with all levels of leadership, management, staff, and those outside of the agency.
• Ability to demonstrate respect for others and maintain professionalism through observing the dress code, speech, nonverbal communication, active listening, and sociocultural competence.
• Ability to prepare well-organized and intelligible written documents.

Nice To Haves

• Working with seniors or protected adults
• Working in a call center environment handling complaints or referrals

Responsibilities

• Assist with the review of all incoming complaints, to include the recording (input), in coordination with the SPT and MVAP team, of relevant complaint data into the CP-SPT and CP-MVAP tracking databases.
• 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 and MVAP.
• Provide consumers with relevant information and resources regarding elder abuse, fraud, or exploitation.
• Assist with the management of written and verbal communications with SPT and MVAP consumers and respondent businesses.
• Engage in facilitating potential voluntary dispute resolutions (where applicable and under the guidance of the SPT & MVAP teams) between SPT and MVAP consumers and respondent businesses.
• Route complaints to the proper agency, organization, and/or company as needed and assist with triage and tracking of SPT and MVAP 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 SPT or MVAP 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 and MVAP complaints and complaint-related outcomes.
• Assist the SPT and MVAP 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 and MVAP teams with special assignments which may require extended hours and/or travel outside the worksite.

Benefits

• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree