Complaint Resolution Coordinator

Find a rewarding career making a difference: Join the Office of the Attorney General!

This position is open only to Colorado state residents.

WHAT YOU WILL DO

The Consumer Fraud Unit is seeking a strong communicator and problem solver to administer the consumer complaint resolution program. The Complaint Resolution Coordinator (Program Assistant I) will serve as intermediary for consumer complaints that are flagged by the Consumer Engagement & Data Services Intake Unit as being appropriate for potential resolution directly with the business identified in the complaint. The Complaint Resolution Coordinator will:

• Review consumer complaints referred by the Intake Unit and make a determination as to whether resolution is appropriate for each complaint, based on the program criteria for referral guidance;
• Work toward voluntary resolution by communicating with the business and consumer primarily via email and by telephone as needed, to facilitate resolution of the complaint;
• Report on the program’s results to Consumer Fraud and Consumer Protection leadership;
• Expand and further develop the program where possible; and
• Work with the Consumer Fraud Case Incubator to identify and vet potential investigatory targets.

Although the position will work closely with Consumer Fraud leadership and the Department of Law’s Consumer Engagement and Data Services Unit, the position requires a high degree of self-driven independence, organization, and willingness to engage with individuals and businesses on a regular basis.

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. Salary will be paid on a biweekly basis.

WHAT WE ARE LOOKING FOR

Minimum Qualifications: 

Requires 

• A bachelor’s degree from an accredited institution OR
• Four years of full-time experience professionally communicating with customers, clients, vendors as the primary function of the job; OR experience managing disputes or other sensitive interactions between two entities (either individuals or organizations) OR experience serving as an intermediary between parties with differing points of view OR
• A combination of full-time experience professionally communicating with customers, clients, vendors as the primary function of the job; OR experience managing disputes or other sensitive interactions between two entities (either individuals or organizations) OR experience serving as an intermediary between parties with differing points of view AND college course work from an accredited institution totaling four years of full time work experience/education.

Transcripts must be provided to document college coursework.

Preferred Qualifications: 

Ideal candidates will have some, or all, of the following skills and attributes:

• Experience communicating with customers, clients, vendors as the primary function of the job
• Experience managing disputes or other sensitive interactions between two entities (either individuals or organizations)
• Experience serving as an intermediary between parties with differing points of view
• Strong professional communication skills, in both written and oral communications
• Comfort talking on the telephone, including making initial contacts and explaining program information to businesses and consumers
• High emotional intelligence; ability to empathize and create connections with people
• Negotiation, mediation, or dispute resolution skills and experience
• Analytical and problem-solving skills; ability to spot issues
• Ability to research and investigate in order facilitate resolution
• Strong attention to detail
• Experience compiling, analyzing, and presenting data in a readable format
• Strong organizational and time-management skills
• Ability to resiliently handle challenging and/or hostile communications from both consumers and businesses
• Basic familiarity with legal concepts and principles, Colorado government, and/or the work of law enforcement agencies
• Strong commitment to maintaining confidentiality and protecting consumer data
• Goal-oriented and a self-starter who is comfortable working both independently and collaboratively
• Passionate and enthusiastic about having a career in consumer protection law and working on behalf of Colorado consumers

Conditions of Employment: 

• Applicants must pass a thorough background investigation prior to appointment.

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