Consumer Complaint Investigator/Analyst

Kentucky Personnel Cabinet • Frankfort, KY

6d • $4,040 - $6,060 • Onsite

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 addresses issues involving purchases 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 to constituents and business representatives.

The position involves routine office work. Travel and irregular hours may be required when involved in a specific investigation. The position has an initial and promotional probationary period of six months, except as provided in KRS 18A.111.

Requirements

• Bachelor’s degree from a college or university, or qualifying experience substituted year for year; current or prior military experience may substitute for required college education year for year.
• 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 before employment in this job classification.
• Must maintain any required licensure, certification, or other credentials for the length of employment in this job classification.
• 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 for leadership, internal staff, and diverse constituents.
• Accuracy in documentation and case tracking, and ability to identify 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 meet strict follow-up timelines.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level