Consumer Complaint Investigator/Analyst
About The Position
The Attorney General’s Office of Senior Protection & Mediation provides scam and fraud prevention and no-cost mediation services to help individuals resolve disputes with businesses in the Commonwealth. The office assists with issues involving the purchase of goods, products, and services, and identifies businesses that may warrant formal investigation by the Office of Consumer Protection. The Consumer Complaint Investigator/Analyst manages a consumer complaint caseload and conducts voluntary mediation by email, telephone, and mail to help resolve disputes between businesses and consumers without legal action. The role requires exceptional verbal and written communication, analytical, and organizational skills. Employees are expected to provide public service with professionalism and respect toward constituents and business representatives.
Requirements
- Bachelor’s degree from a college or university, or qualifying experience substituted year for year for the education requirement.
- Four years of experience in investigating, auditing, consumer education, mediating or resolving complaints, or a related field.
- Must possess and maintain a valid driver’s license prior to employment.
- Must maintain any required licenses, certifications, or other credentials for the duration of employment.
Nice To Haves
- Ability to prioritize tasks and efficiently manage a high volume of active cases.
- Ability to research, interpret, and accurately apply statutes and regulations to active complaints.
- Strong written and verbal communication skills tailored to leadership, internal staff, and diverse constituents.
- High accuracy in documentation and case tracking, and ability to spot deceptive business patterns.
- Proficiency with Microsoft 365, Microsoft Office, and advanced search engine research techniques.
Responsibilities
- Guide businesses and consumers through voluntary negotiation to reach mutually agreeable resolutions.
- Review daily scam complaint intake forms to identify potential fraud, define violations, and alert appropriate investigative staff.
- Oversee a high-volume caseload and ensure strict follow-up timelines are met.
- Review consumer complaints and supporting documents for potential violations of consumer protection laws and regulations.
- Answer consumer inquiries and educate the public on fraud prevention and available mediation services.
- Perform other operational duties as assigned by management to support the office’s mission.
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What This Job Offers
Job Type
Full-time
