Citizens Advocate 25-23

Position Overview: Resolves and prevents consumer complaints while supporting legal staff by gathering information, mediating cases, interacting with relevant parties, and disseminating information. Responsibilities include contacting consumers, attorneys, and business owners via telephone and correspondence; developing questions and proposing solutions; conducting research by retrieving information from files; and summarizing complaint files and documents. Additional duties involve answering questions from the public, supervisory, and litigation staff; serving as a resource in areas of specialized knowledge; attending meetings; and assisting in preparing public education materials. Resolution processes include reviewing consumer complaint files, initiating mediation, analyzing data, and facilitating communication between parties. Explaining remedies through correspondence and telephonic instructions, preparing documents, and completing special projects as directed are also key tasks. The role requires organizing and maintaining complaint files, contacting parties to complete case files, reviewing submissions, and taking appropriate actions to settle complaints. Assisting the mediation coordinator by analyzing information, staying updated on trends, summarizing complaint histories, and communicating consumer protection issues is essential. The position involves attending workshops and seminars, and performing related cooperative and collaborative tasks. Qualifications: Knowledge, skill, and mental development equivalent to four years of college, preferably with coursework in social science, pre-legal studies, public administration, or related fields. A minimum of one year of professional experience in a social service agency or an equivalent combination of training and experience is required. Extensive written and verbal communication skills are necessary. Attendance is an essential function of this position. Ability to maintain satisfactory working relationships with colleagues and the public is required. Physical ability to file, duplicate information, and perform tasks involving bending, stretching, stooping, and lifting up to 15 lbs. is also necessary. Additional Note:

In-office attendance is required for this position.

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