Mediator and Intake Specialist

City of New York•New York City, NY

3d•Hybrid

About The Position

THIS POSITION MAY BE ELIGIBLE FOR REMOTE WORK FOR UP TO 2 DAYS PER WEEK, PURSUANT TO THE REMOTE WORK PILOT PROGRAM. ONLY PERMANENT EMPLOYEES IN THE TITLE, COMPARABLE TITLE (UNDER 6.1.9), ELIGIBLE FOR THE 55A PROGRAM, AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube. DCWP’s General Counsel Division seeks a permanent Mediator and Intake Specialist / Clerical Associate to be a member of a collaborative team of employees engaged in mediating consumer complaints by negotiating with consumers and businesses for equitable resolutions on behalf of both parties. The Mediator and Intake Specialist’s responsibilities will include but are not limited to:

Requirements

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

Responsibilities

Communicating and interacting with consumers and businesses on consumer-related complaints;
Analyzing, documenting, researching, and resolving consumer complaints in accordance with the laws, rules, and regulations enforced by DCWP;
Maintaining Agency database and providing reports as needed;
Performing data entry and inputting detailed, accurate notes in Agency’s system(s) as needed;
Providing timely follow-up and closure for each consumer complaint;
Answering calls, and directing callers to appropriate channels in a timely manner;
Delivering accurate, complete information to callers;
Processing mail within assigned timeframes;
Providing front desk reception coverage and assisting walk-in consumers with filing complaints;
Preparing training materials, maintaining knowledge database, and training others as needed;
Performing other tasks and assignments as directed