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CONSUMER PROTECTION A DIRECTOR

Class Title: CONSUMER PROTECTION A DIRECTOR
Bargaining Unit: Use for all Job Titles
Class Code: 079154

Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and experience equivalent to four years of full-time work in the investigation of consumer issues.

Substitution of Experience for Education: Qualifying experience in journalism; investigation of criminal activities, legal statutes or business services; customer service related to complaint resolution or sales; or development of adult instructional programs may substitute for the required education to a maximum of four years (e.g., experience equivalent to one year of full-time work in one of a combination of the above listed fields may substitute for one of the required education).

OR

Graduation from an accredited college or university with a master’s degree in business administration, marketing and research, or related business field; consumer studies, or pubic administration and three years of experience in investigation of consumer issues.

Other Requirements:

Necessary Special Qualifications: A valid vehicle operator’s license may be required for employment in some positions.

Examination Method: Education and Experience, 100%, for Career Service positions. For Executive Service positions, Minimum Qualifications, Necessary Special Qualifications, and Examination Method are determined by the appointing authority.

Job Overview: Summary: Under general supervision, is responsible for professional managerial consumer protection work of average difficulty in assisting in directing the state consumer protection program; and performs related work as required.

Distinguishing Features: The employee in this class assists in the directing and supervising of a statewide consumer protection program and subordinate staff. This class differs from Consumer Protection Director in that the incumbent of the latter directs a statewide consumer protection program. This class differs from that of Consumer Protection Spec 2 in that an incumbent of the latter functions at the working level.
Work Activities: 1. Supervises staff in resolving consumer-business disputes; monitors the review process concerning complaints and business practices; ensures that correct processes are followed according to state law and department rules and regulations; identifies areas for improvements and communicates recommendations to staff.

2. Approves further investigations of questionable business practices; reviews staff notes from complainants that justify complaints; may conduct additional interviews as well as may pose as a consumer to purchase business services or product; evaluates techniques and services rendered; identifies additional information to be collected including credit information, delinquent accounts, advertisements, press releases, or personnel activities.

3. Oversees the development of instructional programs; reviews developed brochures, tip sheets, web-sites and work shops; presents information on consumer protective measures and consumer-business legal rights as related to fraud and non-compliant business practices; distributes educational materials to concerned citizen groups and schedules workshop programs.

4. Provides well-informed responses to customer inquiries; addresses such concerns as consumer education, consumer programs, and the provision of historical information about specific businesses or agencies.

5. Researches state and federal statutes pertaining to business practices under investigation; examines previous statutes pertaining to service rates, as well as company rules and regulations which govern the business practice; detects ambiguities and omissions in company rules which are not in compliance with state and federal legislation; advises business representatives of legal rights, obligations, privileges, and of fraudulent business practices.

6. Reviews progress reports and narrative reports of investigations; ensures that facts and ideas clearly support investigative findings and recommendations; provides editorial commentary on identified errors and inconsistencies; makes recommendations for corrections; assists in drafting and finalizing legislative proposals which resolve consumer issues pertaining to trends of questionable business practices; assists director in presenting information to legislature.

7. Provides testimony, depositions, or affidavits during court and administrative proceedings; explains the nature of investigative efforts concerning specific customer complaint cases and identified fraudulent and non-compliant business activities.

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