Temporary Full or Part-time $24.73 hourly Position is within the Office of the Attorney General. In general, the duties of an Assistant Complaint Examiner (ACE) is to receive and record all incoming contacts from consumers; determine if a complaint is suitable for mediation after first confirming that the consumer has attempted to resolve the matter with the business in question; and, either a) assign the case to a mediator; b) handle the complaint; c) refer the complaint to some other agency; or d) decline to accept the complaint.
Once a complaint is in mediation, the ACE routinely reviews the work in progress; supervises the work of the volunteer mediator and provides a written evaluation of assigned trainee mediators. Responsibilities include organizing appropriate and prompt responses to steady flow of consumer complaints, work which requires a series of independent judgments; daily supervision over volunteer mediation staff at the direction of the Chief of the Division. Representative Tasks: (The following represent a minimum of representative tasks assigned).
• Records incoming consumer contacts into the database
• Responds to the mail and e-mail as needed
• Routes telephone calls and mail for the volunteer mediators
• Establishes mediation cases
• Answers inquiries from the public concerning general consumer matters
• Advises the mediators on their cases and reviews the mediators work
• Evaluates mediator's performance
• Assists in the training of new mediators on mediation techniques
• Informs the Complaint Examiner of non-routine matters
• Assists in the maintenance of the Division’s complaint database
Required: (Substantive knowledge requirements may be acquired on the job)
• Ability to write clear and concise memos and letters
• Ability to translate legal concepts into easily understood English
• Knowledge of state and federal laws dealing with consumer protection issues
• Knowledge of other agencies and entities that can assist consumers
• Ability to assist, support and direct volunteer mediators
• Sufficient computer skills to efficiently manage e-mail and manipulate simple databases
• Ability to organize a caseload for prompt and efficient processing
• Ability to read, interpret, and explain pertinent laws, rules, regulations, and contracts
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