OPS CONSUMER COMPLAINT ANALYST - 41901949

Requisition No: 854688 

Agency: Office of the Attorney General

Working Title: OPS CONSUMER COMPLAINT ANALYST - 41901949

 Pay Plan: Temp

Position Number: 41901949 

Salary:  $17.00 hourly 

Posting Closing Date: 06/22/2025 

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Our Organization and Mission: The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States. 

 

Position Summary: This position is in the Office of the Attorney General in Tallahassee, Florida. This temporary position can be full-time or part-time and will initially be for a period of 6 months. Employment may be extended for 6-month intervals dependent on agency needs and employee performance. 

This position provides analytical and administrative support to the Consumer Protection Division for the Division’s work in the Office of the Attorney General’s Senior Protection Team (SPT) and the Military and Veterans Assistance Program (MVAP). The SPT is a multi-division team that focuses on identifying, preventing, and stopping financial fraud and exploitation perpetuated against Florida seniors. The MVAP initiative focuses on identifying, preventing, and stopping financial fraud and deceptive trade practices targeted towards our military and veteran families. The OPS Consumer Complaint Analyst-SPT & MVAP will assist the team in intake, consumer complaint management, and complaint referral and monitoring. This position requires the ability to perform the major portion of the duties assigned with a minimum amount of supervision. The duties and responsibilities of this position stem from the Consumer Protection Division’s enforcement of Chapters 501, 542, 812, 817, 895, and 932 of the Florida Statutes and related laws and administrative rules of the state, and other related federal statutes, rules, and laws.  

 

Pay: $17.00 hourly

 

Qualifications: 

Four (4) years of experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis; OR

A bachelor's degree from an accredited college or university.

Preference may be given to applicants with experience:

• Working with seniors or protected adults
• Reviewing and responding to written consumer complaints

 

The Work You Will Do: The responsibilities of this position include, but are not limited to the following: 

• Assist with the review of all incoming complaints, to include the recording (input), in coordination with the SPT/MVAP, of relevant complaint data into the CP-SPT tracking database.
• Review consumer complaints to ensure background information is complete (including checking appropriate databases/resources). Acquire basic information from complainants as needed.
• Review aging reports in the database daily and identify any actionable items nearing the correspondence deadline pertaining to SPT.
• Provide consumers with relevant information and resources regarding elder abuse, fraud, or exploitation. 
• Assist with the management of written and verbal communications with SPT consumers and respondent businesses. 
• Engage in facilitating potential voluntary dispute resolutions (where applicable and under the guidance of the SPT) between SPT consumers and respondent businesses.
• Route complaints to the proper agency, organization, and/or company as needed and assist with triage and tracking of SPT complaints referred to other agencies or resources to monitor outcomes. 
• Receive incoming complaint mail, emails, and telephone calls and follow-up as needed.
• Identify patterns of conduct of respondent businesses, which may warrant engagement of Consumer Protection Division investigators. 
• Assist the Consumer Protection Division investigators in tasks as assigned to gather information relating to a Senior Protection Team Complaint. 
• Assist with the coordination with Senior v. Crime volunteers or staff who are assisting with SPT complaints. 
• Prepare reports on request as to the progress and disposition of SPT complaints and complaint-r