CONSUMER COMPLAINT ANALYST - SPT/MVAP - 41000131

Requisition No: 829824 

Agency: Office of the Attorney General

Working Title: CONSUMER COMPLAINT ANALYST - SPT/MVAP - 41000131

 Pay Plan: Career Service

Position Number: 41000131 

Salary:  $32,760 - $35,000 Annually 

Posting Closing Date: 07/15/2024 

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“This is a re-advertisement. Prior applicants need not re-apply”.

Our Organization and Mission: 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. 

Pay: $32,760 - $35,000 Annually commensurate with experience.

Position Summary: This position provides analytical and administrative support to the Consumer Protection (CP) Division for the Division’s work in the Office of the Attorney General’s Senior Protection Team (SPT) and the Military and Veterans Assistance Program (MVAP). The SPT is a multi-division team that focuses on identifying, preventing, and stopping financial fraud and exploitation perpetuated against Florida seniors. The MVAP initiative focuses on identifying, preventing, and stopping financial fraud and deceptive trade practices targeted towards our military and veteran families. The Consumer Complaint Analyst-SPT & MVAP will assist the team in intake, consumer complaint management, and complaint referral and monitoring. This position requires the ability to perform the major portion of the duties assigned with a minimum amount of supervision. The duties and responsibilities of this position stem from the Consumer Protection Division’s enforcement of Chapters 501, 542, 812, 817, 895, and 932 of the Florida Statutes and related laws and administrative rules of the state, and other related federal statutes, rules, and laws.  

Qualifications: A bachelor's degree from an accredited college or university.

Experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis can substitute on a year-for-year basis for the required college education.

Preference may be given to applicants with experience:

• Working with seniors or protected adults
• Working in a call center environment handling complaints or referrals

The Work You Will Do: The duties of this position may include but are not limited to:

• Assist with the review of all incoming complaints, to include the recording (input), in coordination with the SPT and MVAP team, of relevant complaint data into the CP-SPT and CP-MVAP tracking databases.
• Review consumer complaints to ensure background information is complete (including checking appropriate databases/resources). Acquire basic information from complainants as needed.
• Review aging reports in the database daily and identify any actionable items nearing the correspondence deadline pertaining to SPT and MVAP.
• Provide consumers with relevant information and resources regarding elder abuse, fraud, or exploitation.
• Assist with the management of written and verbal communications with SPT and MVAP consumers and respondent businesses.
• Engage in facilitating potential voluntary dispute resolutions (where applicable and under the guidance of the SPT & MVAP teams) between SPT and MVAP consumers and respondent businesses.
• Route complaints to the proper agency, organization, and/or company as needed and assist with triage and tracking of SPT and MVAP complaints referred to other agencies or resources to monitor outcomes.
• Receive incoming complaint mail, emails, and telephone calls and follow-up as needed.
• Identify patterns of conduct of respondent businesses, which may warrant engagement of Consumer Protection Division investigators.
• Assist the Consumer Protection Division investigators in tasks as assigned to gather information relating to a SPT or MVAP Complaint.
• Assist with the coordination with Senior v. Crime volunteers or staff who are assisting with SPT complaints.
• Prepare reports on request as to the progress and disposition of SPT and MVAP complaints and complaint-related outcomes.
• Assist the SPT and MVAP on special projects and assignments as needed.
• Work independently with minimal supervision.
• Perform other assigned tasks and duties as required in a timely fashion.
• Assist the SPT and MVAP teams with special assignments which may require extended hours and/or travel outside the worksite.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Skills in research and analytics demonstrated by an ability to synthesize information from different sources into an integrated narrative.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, and document work flow.
• Knowledge of Florida Statutes and Administrative Code.
• Ability to work independently.
• Ability to plan, prioritize, and execute multiple, complex assignment deadlines through effective time management.
• Strong interpersonal and conflict-resolution skills.
• Ability to model collaboration, optimism, and engagement to others.
• Ability to communicate effectively with all levels of leadership, management, staff, and those outside of the agency.
• Ability to demonstrate respect for others and maintain professionalism through observing the dress code, speech, nonverbal communication, active listening, and sociocultural competence.
• Ability to prepare well-organized and intelligible written documents.

The Benefits of Working for the State of Florida: Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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 option.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts
• Tuition waivers.
• And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com.

IMPORTANT NOTICE: To be considered for the position, all applicants must:

Submit a complete and accurate application profile necessary for qualifying such as dates of service, reason for leaving, etc. In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained. NOTE: Any required experience and/or preferences listed in the advertisement must be verified at the time of application.

• Ensure that applicant responses to qualifying questions are verifiable by skills and/or experience stated on the employment application and/or resume. Applicants who do not respond to the qualifying questions will not be considered for this position.
• The elements of the selection process may include a skill assessment exercise. 
• Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy.
• OAG employees are paid biweekly. All state employees are required to participate in the direct deposit program pursuant to s. 110.113, FS.

CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE: All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.

E-VERIFY STATEMENT: The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).

PERSONS WITH DISABILITY/ADA STATEMENT: The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, in order to participate in the application process, please notify the people first service center at 877-562-7287.  If you need an accommodation during the selection process, please notify the hiring authority in advance to allow sufficient time to provide an accommodation.

REMINDERS: Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS. For more information, please visit the SSS website at: https: //www.sss.gov. If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. If you return to FRS employment before satisfying the required waiting period, your retirement may be voided, and you may have to repay all benefits you have received, including any Deferred Retirement Option Program (DROP) payout.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.