Consumer Complaint Specialist - Civil Enforcement Division; Salem

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The Oregon Department of Justice (DOJ) – Civil Enforcement Division is seeking a dynamic problem solver to join the Consumer Protection Section team as a Consumer Complaint Specialist (Public Service Representative
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The Consumer Protection Section is responsible for investigating and prosecuting violations of the Unlawful Trade Practices Act (UTPA), which protects consumers from unfair and deceptive trade practices in the advertisement, sale and lease of real estate, goods and services for personal, family or household use. The section also operates a consumer hotline and an informal consumer complaint resolution program.

In this role, you will have the opportunity to assist with the information consumer complaint resolution program, by processing and helping to resolve written complaints from consumers. You’ll get to resolve both consumer and business complaints by utilizing a variety of problem-solving methods, such as negotiation, mediation, and arbitration, as well as assisting in preparation for investigation and litigation. This role has the important task of also educating the public on how to be better consumers, and deal with marketplace abuses.

Training will be in person at our Salem legal office. After training is complete this position offers a hybrid schedule, which will be determined with the hiring manager based on the current business need.

• Evaluates, analyze, research, processes consumer complaints and supporting documentation, including contracts, billing statements, financial records, correspondence, and other materials relevant to the consumer complaint.

• Checks the consumer and business information for completeness. Checks the database for any prior complaints about the business, and special handling instructions to determine the course of action.

• Composes correspondence to consumers and businesses. Research and draft case summaries, update reports and other communications

• Take appropriate steps to resolve consumer complaints by providing accurate and timely responses to questions posed by consumers and businesses.

• Serve as an intermediary on disagreements between consumers and businesses and assist them in reaching an acceptable resolution.

• Track pending responses from consumers and businesses and documents all communication to ensure timely progression of each complaint maintaining compliance with internal timelines and procedures.

• Document all written and verbal communication between the consumer complaint specialist, consumer, business or responsible party using the current complaint management system and Microsoft Office Suite applications including Outlook, Word & Excel.

• Determine when it is appropriate to close an assigned consumer complaint. An appropriate “closing code” and activity note will be entered in the complaint management database.

• Supports the volunteer program by filling in for the Volunteer Coordinator when unavailable. Provides technical support and answers questions from volunteers. The Consumer Complaint Specialist of the day backs up the volunteer coordinator fir extended leaves and lunch time coverage and also answers the hotline.

• Other duties as assigned.

Research suggests that women and people of color are less likely to apply unless they are confident they meet 100% of the listed qualifications. We strongly encourage all interested individuals to apply, and allow us to evaluate the knowledge, skills, and abilities that you demonstrate, using an intentional equity lens.

• Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.

  • At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance.

• Experience relaying technical information to the public.

• Skill working in and helping to maintain a database of information.

• Ability to manage high levels of ambiguity and create clarity.

• Experience managing multiple tasks and deadlines and ability to independently prioritize and manage workload

• Possess excellent analytical, communication, and organizational skills.

• Ability to work collaboratively as part of a cross-functional team.

• Experience evaluating complaints and/or identifying when a referral is appropriate.

• Work/life balance to include 11 paid holidays a year, vacation, sick leave, personal business leave, and a competitive benefits package.

• Permanent, full-time employment in Salem, Oregon.

• A workplace where individual…