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; 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 Requirements Knowledge, Skills and Abilities 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 Contact Email
