SENIOR CONSUMER SERVICE ANALYST - 42001493 (FOR INTERNAL AGENCY EMPLOYEES ONLY)

State of Florida • Tallahassee, FL

1d

About The Position

This is an internal agency opportunity for current employees of the Florida Department of Agriculture and Consumer Services. The Senior Consumer Service Analyst role is within the Division of Consumer Services, Bureau of Mediation and Enforcement. The position involves analyzing and processing various documents, communicating with businesses and consumers, mediating disputes, and assisting with enforcement actions.

Requirements

• A high school diploma or its equivalent and one (1) year of experience in customer service, administrative work, or regulatory work.
• College education from an accredited college or university can substitute at the rate of 30 semester or 45 quarter hours for the year of the required work experience.
• An equivalent combination of education and experience which equals one (1) year can substitute for the above requirements.
• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be verifiable in the Candidate Profile.
• Successful applicants must pass a background screening, including fingerprinting, as a condition of employment.

Responsibilities

• Analyzes and scans incoming documents into the Division of Consumer Services (DOCS) or other department database.
• Verifies scanned documents to ensure correct database placement, completeness of information and readability.
• Accurately inputs public record information into the DOCS or other department database according to established guidelines.
• Reviews documents to determine appropriate action, including communicating deficiencies to businesses, determining if permits/registrations/licenses are required, referrals to other personnel/sections/agencies, analyzing and processing complaints to identify regulatory violations, and sending appropriate letters with follow-up.
• Fulfills public records requests.
• Maintains the Contact the Department and CS Complaint communications.
• Routes hearing requests to the agency Clerks Office.
• Routes Final Orders to General Counsel’s Office.
• Interview Scheduling.
• Orders office supplies.
• Updates Bureau enforcement templates.
• Assigns cases to Bureau staff.
• Communicates in writing and by phone with businesses, consumers, other governmental agencies, and claimants to provide services and follows up as necessary, documenting all communications in DOCS or other department database.
• Creates reports, letters, memoranda, proposals, bond claim affidavits and other official documents necessary to complete assigned tasks.
• Works with businesses and consumers to informally mediate disputes within programs regulated by the Division of Consumer Services or non-regulated programs by letter, email, fax and phone or refers complaints to appropriate regulatory agency. Updates database with all documents and communications pursuant to the mediation and closes case by entering appropriate status based on the informal mediation results.
• Refers complaints with regulatory violations for potential administrative action (including bond claims) based upon the analyses of properly documented records.
• May assist department's legal staff in preparation of court cases, including court appearances to provide testimony, if/when necessary.
• Assists management in conducting necessary research and/or providing regulatory statistics, as requested. May also assist management by monitoring and reviewing complaint handling processes to detect areas that may need improvement.
• Provides division personnel with relevant information and materials to assist in the preparation of administrative complaints, court actions, and other reports or correspondence necessary for resolution of registration issues, mediation and/or enforcement.
• Provides information to consumers, businesses and claimants on their rights and responsibilities, and provides information on the duties and regulatory responsibilities and functions of the Division of Consumer Services.
• Assists other sections within the Division of Consumer Services and performs related work and other tasks as required by division management.
• Employee may be asked to perform special duties in relation to the Departments Emergency Response Obligations.

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: Senior
• Education Level: High school or GED