Complaint Intake Coordinator – (Technician III, Call Center)

Details

Section:

Division of Community Engagement

Position Number:

00618

Salary Range:

$49,848.00 - $67,428.00 Yearly

Apply By:

Wednesday, November 20, 2024, 11:59 pm

FLSA:

Non-Exempt

Work Unit:

Consumer Engagement and Data Services

Job Location:

1300 Broadway, Denver, CO 80203

Release Date:

Friday, November 8, 2024

Employment Type:

Full-Time

Position Type:

Classified

The Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit serves in a critical role assisting residents of Colorado. This position serves as the primary contact for consumers and has a critical role in conducting intake of complaints. This position is perfect for someone who enjoys new challenges in their role and thrives on their strong judgement and decision-making skills. This position is perfect for an empathetic individual who wants to be part of a collaborative team that will impact the lives of Coloradans!

This position is open only to Colorado state residents.

The Consumer Engagement and Data Services Unit performs consumer fraud intake functions for the Consumer Protection Section and will ultimately conduct these functions on behalf of the Department of Law (“DOL”). The Consumer Engagement and Data Services Unit is positioned on the “front lines,” interacting daily with constituents, other support agencies, and DOL staff in investigative units.  The Unit also provides data services to the DOL, providing detailed statistical and analytical reports to support investigative efforts, education and outreach programs, and policy related matters.

POSITION SUMMARY

The Complaint Intake Coordinator primarily handles the call center operations on behalf of the Consumer Engagement and Data Services Unit.  Main responsibilities include managing large amounts of inbound and outbound calls in a timely manner while creating a positive experience for each caller. The Complaint Intake Coordinator determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and research potential answers for emerging issues. The Complaint Intake Coordinator also conducts the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues.  The Complaint Intake Coordinator researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides.

WHAT YOU WILL DO
Job duties include, but are not limited to, the following:

Call Center Operations

• Handle the large amount of daily inbound and outbound calls received through the Colorado Consumer Hotline and other telephonic channels on behalf of the Department of Law (DOL)
• Decide the next steps in assisting callers, such as deciding who to refer a call to within or outside of the DOL
• Determine whether a call warrants further review or investigation and escalates those issues to the work lead position
• Conduct the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues
• Recommend important and relevant call center topics to recommend for inclusion in the call center resource guide while ensuring the resource guide is up-to-date, void of errors, and written in a clear and concise manner
• Collect call tracking data, such as total number of calls, call types, and other relevant call information to be used for investigative purposes, consumer outreach functions, and policy decisions

Complaint Intake and Data Management

• Gather and distribute unit mail while conducting the initial intake of written complaints received by the Unit
• Develop complex written communication on behalf of the DOL while providing substantive information in response to public inquiries and communicates with the supervisor and other programmatic supervisors regarding significant complaint trends and complaints needing immediate attention (e.g., potential case issues, whistle blower complaints, high visibility cases, claims impacting the DOL, etc.)
• Identify complaints related to entities under investigation and entities subject to pending or existing litigation while tracking specialize fraud topics required for review

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate’s qualifications and in compliance with the Equal Pay for Equal Work Act. 

This job announcement may be used to fill other positions within the Division of Community Engagement at the DOL.

WHAT WE ARE LOOKING FOR

Minimum Qualifications: Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated. 

• Three years of experience in customer service, administrative support, or clerical support. However, of the three years of experience, one year must include experience managing incoming or outgoing calls as a main function of your job.

OR

• An associate or bachelor’s degree from an accredited college or university in business, public administration, English, sociology, psychology, communication or closely related field may substitute for the experience on a year-for-year basis. However, no substitution for the one year of required experience managing incoming or outgoing calls as a main function of your job.

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Required Competencies: 

• Demonstrated accurate data entry skills
• Demonstrated customer service skills
• General computer skills and knowledge of MS Office (Microsoft Excel, Word, and Outlook)
• Must be detail oriented and have strong verbal and written communication skills.
• Demonstrate strong critical thinking skills
• Ability to multitask and prioritize job duties

 
Preferred Qualifications:  In addition to the minimum qualifications, if you possess any of the following specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.

• Previous experience working for the State of Colorado
• Previous experience working in high volume call center answering inbound calls
• Experience beyond the required three years conducting complaint intake of complex issues
• Experience conducting methodical and systematic collection of data, gathering vast and diverse amounts of information
• Data management experience that requires adhering to strict data quality and data integrity processes
• Engaging in extensive research
• Experience in conducting document review for investigative and analytical purposes
• Bilingual skills to interact with Spanish-speaking consumers calling or writing for assistance, such as reviewing and translating consumer complaints and writing appropriate responses in Spanish
• Familiar with Microsoft SharePoint and Teams.
• Familiar with Salesforce software
• Experience with handling confidential information

 
Conditions of Employment:

• Applicants must pass a thorough background investigation prior to appointment.
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
• DCE offers flexible work arrangements. New employees are generally expected to work in-office a minimum of three days per week. Additional flexibility will be considered for employees after a successful onboarding and training period. Please note, flexible work arrangements may change at any time based on business needs.

Please view the full job description for more information, including information about compensation and benefits, and to apply online.