GOVERNMENT ANALYST I - 41001151 1

State of Florida•TALLAHASSEE, FL

2d•Onsite

About The Position

The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights. The Office of Citizen Services is dedicated to the Attorney General's vow to protect the citizens of Florida from fraud, and serves as the agency's point-of-contact for complaints and inquiries; provides the public with information on the Attorney General's duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate. During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline. Citizen Services is on the forefront of consumer issues and works closely with the Consumer Protection Division to collect and identify patterns of consumer complaints that may lead to investigation or action by the agency. In this role you will gain exposure to a broad range of topics including consumer issues, Lemon Law, Medicaid Fraud, identify theft, and more. This experience is valuable for promotion into other OAG Positions.

Requirements

Six (6) years of professional experience in systems analysis, management analysis, program planning, program research, program evaluation, engineering or administrative work; or,
A bachelor's degree from an accredited college or university and two (2) years experience in systems analysis, management analysis, program planning, program research, program evaluation, engineering or administrative work.
A master's degree from an accredited college or university.
Reliable, professional, and compassionate individuals who love to help people.
Excellent communication skills.
Good typing skills.
Can work on the phones for an extended period.

Nice To Haves

Excellent verbal and written communication skills, proofing and editing experience.
Skill using a computer, word processing and data entry software.
Typing minimum 35 words per minute (WPM)
Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy.
Experience conducting fact-finding research, analyzing and/or summarizing information.

Responsibilities

Maintains up-to-date knowledge of OAG agency priorities, section overviews, general duties and chapter 501, FS, Florida's Deceptive and Unfair Trade Practices Act
Ability to route incoming correspondence promptly and proficiently to correct OAG section
Maintains up-to-date knowledge of current consumer, public interest and legislative issues; consumer scams, fraud, and complaint trends and resources
Provides prompt verbal assistance and information to complainants about their rights, responsibilities and resources, including local, state, and federal agencies, and consumer advocacy organizations
Writes accurate concise summaries of verbal and written complaints, inquiries, information requests and other correspondence, and accurately documents complaint data for future trend analysis and public records searches
Reviews written complaints in relation to OAG duties, services and ch. 501 FS, as well as in relation to current consumer & public interest issues; consumer scams, fraud, and complaint trends and resources. Accurately routes complaints under OAG jurisdiction to proper sections or subject experts
Conducts research and fact checking to determine other accurate regulatory and law enforcement jurisdiction and resources
For research and fact checking, uses multimedia resources, including consumer protection alerts and news; Internet searches; OAG agency databases; communicating with OAG subject experts/staff; communicating with external government and consumer agencies; informal review of Florida Statutes, rules and regulations
Determines solutions for problems
Exercises independent judgment in handling complaints via quickest, most effective media (phone call, email, postal, fax) and providing the most helpful response
Composes written responses in direct business writing style, using consumer advocacy language when appropriate
Maintains understanding of OAG complaint process from initiation to closure to effectively find and share data.
Recognizes and documents patterns of complaints, complaint trends and surges in relation to the OAG's consumer protection role and ch. 501 FS
Recognizes and escalates non-consumer complaints that involve urgent or potentially controversial safety/abuse/medical issues, security concerns, and issues that require law enforcement referrals
Answer the Attorney General’s “No Scam” hotline in both English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues.
Provide callers a positive customer service and call resolution experience by distributing customer protection and fraud prevention information, making referrals to government and community resources and programs, and conducting intake services for the OAG's Consumer Protection Division, Medicaid Fraud Control Unit., Lemon Law, and more.

Benefits

Annual and Sick Leave benefits.
Nine paid holidays and one Personal Holiday each year.
State Group Insurance coverage options, including:
Health insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
Basic life insurance policy for $25,000 at no cost for all employees.
Life, Dental, and Vision
Additional Supplemental Insurance options
Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
Flexible Spending Accounts
Tuition waivers.