Mediator and Intake Specialist

City of New York•New York, NY

7d•$46,503 - $53,940

About The Position

The NYC Department of Consumer and Worker Protection (DCWP) General Counsel Division seeks a Mediator and Intake Specialist for a collaborative team that mediates consumer complaints by negotiating with consumers and businesses toward equitable resolutions. The role involves engaging with consumers and businesses, analyzing and resolving complaints under laws, rules, and regulations enforced by DCWP, and supporting complaint intake and agency operations. Only permanent employees in the civil service title, comparable title under 6.1.9, people eligible for the 55a program, and candidates reachable on the civil service list may apply. The position may be eligible for remote work up to two days per week under the Flexible Work Pilot Program.

Requirements

A four-year high school diploma or its educational equivalent approved by a State department of education or a recognized accrediting organization.
One year of satisfactory clerical experience.
Keyboard familiarity and the ability to type at a minimum of 100 keystrokes (20 words) per minute.

Responsibilities

Communicate and interact with consumers and businesses regarding consumer-related complaints.
Analyze, document, research, and resolve consumer complaints in accordance with laws, rules, and regulations enforced by DCWP.
Maintain the agency database and provide reports as needed.
Perform data entry and enter detailed, accurate notes in agency systems as needed.
Provide timely follow-up and closure for each consumer complaint.
Answer calls and direct callers to appropriate channels in a timely manner.
Provide callers with accurate, complete information.
Process mail within assigned timeframes.
Provide front desk reception coverage and assist walk-in consumers with filing complaints.
Prepare training materials, maintain the knowledge database, and train others as needed.
Perform other tasks and assignments as directed.