|Class Title:||CONSUMER PROTECTION SPEC 1*|
|Bargaining Unit:||Use for all Job Titles|
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.
Necessary Special Qualifications: A valid motor vehicle operator license is required.
Examination Method: Education and Experience,100%, for Preferred Service positions.
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.
Communicating with Supervisors, Peers, or Subordinates:
- Learns to submit draft documents, proposed legal action, and records request requiring redaction to the agencies legal division for review.
- Submits required reports to supervisor on an ongoing basis.
Resolving Conflicts and Negotiating with Others:
- Learns to identify courses of action which would be agreeable both to the consumer and business representatives.
- Conducts mediation in an effort to resolve disputes between consumers and businesses.
Establishing and Maintaining Interpersonal Relationships:
- 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:
- Learns to advise business on the consequences of not addressing consumer complaints or regulatory requirements.
- Advises business representatives of obligations and fraudulent business practices.
- Learns to consult on legislative proposals which resolve consumer issues pertaining to trends of questionable business practices.
- Arranges findings to support a line of reasoning for a recommendation concerning compliance or legal action.
- Writes narrative reports of investigations.
- Describes facts and ideas which clearly support findings of their investigation.
- Enters and updates database concerning correspondence with businesses and consumers.
Performing Administrative Activities:
- Learns to create and review correspondence letters pertaining to the complaint process, requested information, mediation results, alleged violations and other necessary documents.
- May certify consumers to receive benefit agency programs.
Evaluating Information to Determine Compliance with Standards:
- Learns to review collected applications and forms to properly register companies in accordance with state law.
- Researches state and federal statutes pertaining to business practices under investigation.
- Evaluates sales techniques and services rendered.
- May detect ambiguities and omissions in company rules which are not in compliance with state and federal legislation.
- May examine previous statutes pertaining to service rates, as well as company rules and regulations which govern the business practice.
- Learns to investigate consumer complaints or reports of questionable business practices.
- Performs field inspections for the purposes of evaluating business services or products.
- Researches information regarding consumer complaints and personal information through a variety of sources both digital and print.
- Collects information relevant to a complaint about a business practice or individual, including frequency and details behind the complaint.
- May pose as a consumer to purchase business services or products.
Communicating with Persons Outside Organization:
- Learns to provide clear and accurate testimony, depositions, or affidavits during court and administrative proceedings.
- Explains the results of investigative efforts concerning specific consumer complaint cases and identified fraudulent and non-compliant business activities.
- Provides well-informed responses to consumer inquiries.
- Verifies business information by telephone or digital means.
- Addresses such concerns as consumer education, complaint status, and historical information about specific businesses or agencies.
- Interviews complainants in order to gather facts which justify the complaint.
- May request financial statements and other pertinent information from businesses.
Training and Teaching Others:
- Consults on or prepares brochures, tip sheets, web-sites and workshops.
- Distributes educational materials and programs to concerned citizen groups.
- May consult in the development of instructional material for consumer education.
- Integrity and Trust
- Functional/Technical Competencies
- Conflict Management
- Customer Focus
- Action Oriented
- Knowledge of grammar and composition
- Knowledge of principles and processes for providing customer and personal services
- Knowledge of clerical and administrative procedures
- Basic knowledge of mathematics
- Basic knowledge of law and government
- Basic computer skills
- Speaking skills
- Writing skills
- Basic data entry skills
- Reading comprehension skills
- Active listening
- Negotiation skills
- Active learning
- Critical thinking
- Persuasion skills
- Judgment and decision making skills
- Time management skills
- Social perceptiveness skills
- Complex problem solving skills
- Speech clarity ability
- Oral expression ability
- Written expression ability
- Written comprehension ability
- Oral comprehension ability
- Deductive reasoning ability
- Inductive reasoning ability
- The ability to identify or detect a known pattern that is hidden in other distracting material
Tools and Equipment Used:
- Fax Machine