Bargaining Unit: Use for all Job Titles
Class Code: 079151
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and experience equivalent to one year of full-time work in one or a combination of the following: 1.) journalism; 2.) investigation of criminal activities, which includes, but is not limited to, fraud, probation, or parole work; 3.) investigation of legal statutes or business services, which includes, but is not limited to, investigation of credit information, delinquent accounts, personnel activities or related consumer issues; 4.) customer service related to complaint resolution or sales; or 5.) development of adult instructional programs.
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 year of the required education).
Graduation from an accredited college or university with a bachelor’s degree in business administration, marketing and research, or related business field; consumer studies, or pubic administration.

Other Requirements:

Necessary Special Qualifications: A valid motor vehicle operator license is required.
Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview:

Summary:  Under general supervision, is responsible for professional consumer protection work of average difficulty; and performs related work as required.
Distinguishing Features:  This is the entry level class in the Consumer Protection sub-series. An employee in this class learns to investigate trade and commerce practices and to promote consumer education. This class differs from Consumer Protection Spec 2 in that an incumbent of the latter functions at the working level.
*An applicant appointed to this flexibly staffed class will be reclassified to the next higher class in the series after successful completion of a mandatory one-year training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Work Activities:

Communicating with Supervisors, Peers, or Subordinates:

  1. Learns to submit draft documents, proposed legal action, and records request requiring redaction to the agencies legal division for review.
  2. Submits required reports to supervisor on an ongoing basis. 
Resolving Conflicts and Negotiating with Others:
  1. Learns to identify courses of action which would be agreeable both to the consumer and business representatives.
  2. Conducts mediation in an effort to resolve disputes between consumers and businesses. 
Establishing and Maintaining Interpersonal Relationships:
  1. Establishes positive relationships with local, federal, and state agencies and organizations in order to assist with resolving complaints or investigating possible violations.  
Provide Consultation and Advice to Others:
  1. Learns to advise business on the consequences of not addressing consumer complaints or regulatory requirements.
  2. Advises business representatives of obligations and fraudulent business practices. 
Documenting/Recording Information:
  1. Learns to consult on legislative proposals which resolve consumer issues pertaining to trends of questionable business practices.
  2. Arranges findings to support a line of reasoning for a recommendation concerning compliance or legal action.
  3. Writes narrative reports of investigations.
  4. Describes facts and ideas which clearly support findings of their investigation.
  5. Enters and updates database concerning correspondence with businesses and consumers. 
Performing Administrative Activities:
  1. Learns to create and review correspondence letters pertaining to the complaint process, requested information, mediation results, alleged violations and other necessary documents.
  2. May certify consumers to receive benefit agency programs. 
Evaluating Information to Determine Compliance with Standards:
  1. Learns to review collected applications and forms to properly register companies in accordance with state law.
  2. Researches state and federal statutes pertaining to business practices under investigation.
  3. Evaluates sales techniques and services rendered.
  4. May detect ambiguities and omissions in company rules which are not in compliance with state and federal legislation.
  5. May examine previous statutes pertaining to service rates, as well as company rules and regulations which govern the business practice. 
Getting Information:
  1. Learns to investigate consumer complaints or reports of questionable business practices.
  2. Performs field inspections for the purposes of evaluating business services or products.
  3. Researches information regarding consumer complaints and personal information through a variety of sources both digital and print.
  4. Collects information relevant to a complaint about a business practice or individual, including frequency and details behind the complaint.
  5. May pose as a consumer to purchase business services or products. 
Communicating with Persons Outside Organization:
  1. Learns to provide clear and accurate testimony, depositions, or affidavits during court and administrative proceedings.
  2. Explains the results of investigative efforts concerning specific consumer complaint cases and identified fraudulent and non-compliant business activities.
  3. Provides well-informed responses to consumer inquiries.
  4. Verifies business information by telephone or digital means.
  5. Addresses such concerns as consumer education, complaint status, and historical information about specific businesses or agencies.
  6. Interviews complainants in order to gather facts which justify the complaint.
  7. May request financial statements and other pertinent information from businesses. 
Training and Teaching Others:
  1. Consults on or prepares brochures, tip sheets, web-sites and workshops.
  2. Distributes educational materials and programs to concerned citizen groups.
  3. May consult in the development of instructional material for consumer education.

Competencies (KSA’s):

  1. Integrity and Trust
  2. Listening
  3. Functional/Technical Competencies
  4. Conflict Management
  5. Organizing
  6. Perseverance
  7. Composure
  8. Customer Focus
  9. Negotiating
  10. Action Oriented


  1. Knowledge of grammar and composition
  2. Knowledge of principles and processes for providing customer and personal services
  3. Knowledge of clerical and administrative procedures
  4. Basic knowledge of mathematics
  5. Basic knowledge of law and government 
  1. Basic computer skills
  2. Speaking skills
  3. Writing skills
  4. Basic data entry skills
  5. Reading comprehension skills
  6. Active listening
  7. Negotiation skills
  8. Active learning
  9. Critical thinking
  10. Persuasion skills
  11. Judgment and decision making skills
  12. Time management skills
  13. Social perceptiveness skills
  14. Complex problem solving skills
  1. Speech clarity ability
  2. Oral expression ability
  3. Written expression ability
  4. Written comprehension ability
  5. Oral comprehension ability
  6. Deductive reasoning ability
  7. Inductive reasoning ability
  8. The ability to identify or detect a known pattern that is hidden in other distracting material

Tools and Equipment Used:

  1. Computer
  2. Copier
  3. Printer
  4. Scanner
  5. Fax Machine
  6. Phone
  7. Calculator
  8. Camera


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