Mediator and Intake Specialist

City of New York • New York City, NY

6d

About The Position

The NYC Department of Consumer and Worker Protection (DCWP) General Counsel Division seeks a Mediator and Intake Specialist to join a collaborative team mediating consumer complaints. The role negotiates with consumers and businesses to seek equitable resolutions for both parties. The position may be eligible for remote work up to two days per week under the Flexible Work Pilot Program. Applications are limited to permanent employees in the civil service title, comparable title under 6.1.9, people eligible for the 55a program, and people reachable on the civil service list.

The position is associated with the Clerical Associate civil service title (10251). Applicants must have a four-year high school diploma or its educational equivalent approved by a state department of education or recognized accrediting organization, and one year of satisfactory clerical experience. Keyboard familiarity and the ability to type at least 100 keystrokes (20 words) per minute are also required.

Requirements

• Four-year high school diploma or educational equivalent approved by a state department of education or a recognized accrediting organization.
• One year of satisfactory clerical experience.
• Keyboard familiarity and ability to type at a minimum of 100 keystrokes (20 words) per minute.
• Applicants must be permanent employees in the civil service title, in a comparable title under 6.1.9, eligible for the 55a program, or reachable on the civil service list.

Responsibilities

• Communicate and interact with consumers and businesses about 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.
• Deliver accurate, complete information to callers.
• 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.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED