GOVERNMENT ANALYST I - 41001151

State of Florida • TALLAHASSEE, FL

3d • Onsite

About The Position

This Government Analyst I position is in the Office of the Attorney General within the Citizen Services Unit in Tallahassee, Florida. The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States.

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.
• Fluent in speaking, writing and reading in Spanish.
• Applicants who meet the minimum qualifications will be invited to complete a skills assessment. Those who meet a passing score of 75% on the skills test will be invited to advance to interview.

Nice To Haves

• Excellent verbal and written communication skills
• Fluent in Spanish
• 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
• Translate incoming correspondence from Spanish to English.
• When needed, assist with calls requiring a Spanish speaker.

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