Complaint Intake Coordinator – (Technician III, Call Center)

Find a rewarding career making a difference: Join the Office of the Attorney General! 

The Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit serves in a critical role assisting residents of Colorado. This position serves as the primary contact for consumers and has a critical role in conducting intake of complaints. This position is perfect for someone who enjoys new challenges in their role and thrives on their strong judgement and decision-making skills. This position is perfect for an empathetic individual who wants to be part of a collaborative team that will impact the lives of Coloradans!

WHO WE ARE

The Office of the Attorney General/Department of Law is the “People’s Lawyer”. The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State’s chief lawyer and law enforcement official. Our vision for the Department of Law is: “Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all.” Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

Visit our website to learn more: https://coag.gov/.This position is open only to Colorado state residents.

The Consumer Engagement and Data Services Unit performs consumer fraud intake functions for the Consumer Protection Section and will ultimately conduct these functions on behalf of the Department of Law (“DOL”). The Consumer Engagement and Data Services Unit is positioned on the “front lines,” interacting daily with constituents, other support agencies, and DOL staff in investigative units. The Unit also provides data services to the DOL, providing detailed statistical and analytical reports to support investigative efforts, education and outreach programs, and policy related matters. 

POSITION SUMMARY

The Complaint Intake Coordinator primarily handles the call center operations on behalf of the Consumer Engagement and Data Services Unit. Main responsibilities include managing large amounts of inbound and outbound calls in a timely manner while creating a positive experience for each caller. The Complaint Intake Coordinator determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and research potential answers for emerging issues. The Complaint Intake Coordinator also conducts the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues. The Complaint Intake Coordinator researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides. 

WHAT YOU WILL DO

Job duties include, but are not limited to, the following: 

Call Center Operations

• Handle the large amount of daily inbound and outbound calls received through the Colorado Consumer Hotline and other telephonic channels on behalf of the Department of Law (DOL)
• Decide the next steps in assisting callers, such as deciding who to refer a call to within or outside of the DOL
• Determine whether a call warrants further review or investigation and escalates those issues to the work lead position
• Conduct the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues 
• Recommend important and relevant call center topics to recommend for inclusion in the call center resource guide while ensuring the resource guide is up-to-date, void of errors, and written in a clear and concise manner
• Collect call tracking data, such as total number of calls, call types, and other relevant call information to be used for investigative purposes, consumer outreach functions, and policy decisions

Complaint Intake and Data Management

• Gather and distribute unit mail while conducting the initial intake of written complaints received by the Unit
• Develop complex written communication on behalf of the DOL while providing substantive information in response to public inquiries and communicates with the supervisor and other programmatic supervisors regarding significant complaint trends and complaints needing immediate attention (e.g., potential case issues, whistle blower complaints, high visibility cases, claims impacting the DOL, etc.) 
• Identify complaints related to entities under investigation and entities subject to pending or existing litigation while tracking specialize fraud topics required for review

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate’s qualifications and in compliance with the Equal Pay for Equal Work Act. 

This job announcement may be used to fill other positions within the Division of Community Engagement at the DOL. WHAT WE ARE LOOKING FOR

Minimum Qualifications: Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated. 

• Three years of experience in customer service, administrative support, or clerical support. However, of the three years of experience, one year must include experience managing incoming or outgoing calls as a main function of your job. 

OR

• An associate or bachelor’s degree from an accredited college or university in business, public administration, English, sociology, psychology, communication or closely related field may substitute for the experience on a year-for-year basis. However, no substitution for the one year of required experience managing incoming or outgoing calls as a main function of your job.

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Required Competencies: 

• Demonstrated accurate data entry skills
• Demonstrated customer service skills
• General computer skills and knowledge of MS Office (Microsoft Excel, Word, and Outlook)
• Must be detail oriented and have strong verbal and written communication skills. 
• Demonstrate strong critical thinking skills
• Ability to multitask and prioritize job duties

Preferred Qualifications: In addition to the minimum qualifications, if you possess any of the following specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants. 

• Previous experience working for the State of Colorado
• Previous experience working in high volume call center answering inbound calls
• Experience beyond the required three years conducting complaint intake of complex issues
• Experience conducting methodical and systematic collection of data, gathering vast and diverse amounts of information
• Data management experience that requires adhering to strict data quality and data integrity processes
• Engaging in extensive research
• Experience in conducting document review for investigative and analytical purposes
• Bilingual skills to interact with Spanish-speaking consumers calling or writing for assistance, such as reviewing and translating consumer complaints and writing appropriate responses in Spanish
• Familiar with Microsoft SharePoint and Teams.
• Familiar with Salesforce software
• Experience with handling confidential information

Conditions of Employment: 

• Applicants must pass a thorough background investigation prior to appointment.
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
• DCE offers flexible work arrangements. New employees are generally expected to work in-office a minimum of three days per week. Additional flexibility will be considered for employees after a successful onboarding and training period. Please note, flexible work arrangements may change at any time based on business needs. 

HOW TO APPLY

Required Application Materials: Applicant may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. 

1. A completed State of Colorado Application: Applicants are responsible for ensuring that the application provided is fully completed and clearly describes their education, training and experience as it relates to this position. Applications left blank or marked “See Resume” will not be considered.
2. Current Resume
3. Cover Letter: A detailed cover letter explaining your interest in the position, any information regarding your skills, qualifications, accomplishments, etc. and how you meet the listed preferred qualifications is due at the time of application. 

Veteran’s Preference: In order to be considered for veteran’s preference you must attach a copy of your DD214 forms as well as any documentation required to prove disability or marital status.

Your application will be reviewed by a qualified Human Resources Specialist to determine if you meet the minimum qualifications for this position. If your application does not demonstrate that you meet the minimum requirements, you will be notified that you will not proceed in the selection process for this position. If your application is rejected and you have questions, you may contact you may contact Vanessa Rosas at [email protected].

Assessment Information:

Colorado Revised Statutes require that all state employees be hired and promoted through comparative analysis of merit and fitness. Upon meeting the minimum qualifications, the next phase of the process is typically a structured application/resume review by a panel of subject matter experts against the job duties and/or preferred qualifications in this job announcement to determine technical competence, depth and breadth of experience and potential job fit. 

• Technical Competence – Technical experience as it relates to the duties outlined in this job announcement. 
• Depth and Breadth of Experience – Experience that covers multiple areas outlined in this job announcement and demonstrates the level of responsibility assigned. 
• Job Fit – Experience will be evaluated to determine how well experience aligns with and meets the business needs of this position. Current experience is preferred. 

It is imperative that the “Work Experience” section of your application is complete and specifically addresses your qualifications, experience, work product, and accomplishments as they relate to the Description of the Job, Minimum Qualifications, and Preferred Qualifications as listed above. Failure to include adequate information or follow instructions by the closing date may result in your application not being accepted and/or may affect your inclusion in the final pool of eligible applicants as the materials may be used to identify a top group for additional assessment or establish an eligible list for referral to the hiring manager for final consideration.

Appeal Rights: 

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand delivered within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director’s Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

WHY WORK FOR US

We Embrace Flexibility

We aim to produce outstanding work product for all of our customers.

We Are Committed to Diversity, Equity and Inclusion 

At the DOL, we live our commitment to DEI. We know that we are better together when our differences are valued and everyone is inspired and empowered to contribute. As such, we strive to provide a safe environment where individuals feel valued and respected for who there are; demonstrate a behavior and mindset where differences are welcomed, and individuals are treated equally and empowered to do their best work; and promote growth and innovation through a diverse workforce. We empower an active impact team that creates a culture supportive of people being their authentic selves, hosts events and programs on DEI areas important to our employees, enables development and sustainability of resource groups that give a voice to historically marginalized populations, focuses on retaining our incredible talent, and more! If your professional goals include promoting growth and innovation with colleagues who recognize that we are better together when our differences are valued and respected, then DOL is your place to be!

We Have Strong Core Values

Our core values drive our actions. At the Department of Law, we are: 1) principled, maintaining the highest ethical standards, rigorous legal analysis, and careful evaluation of facts; 2) public servants, who are always ensuring our work is not about us, but instead is about the people of Colorado; 3) innovative, by seeking to identify the best approach, make deliberate decisions, and look to improve; and 4) “better together,” by working to support each other and collaborate.

We are Committed to Developing our Employees

We are deeply invested in our talent and regularly provide meaningful opportunities for personal and professional growth through training and coaching. Further, our professional development and performance goal setting process is collaborative and ongoing, and aimed at helping our employees grow and succeed.

We Offer Excellent Benefits

In addition to the comprehensive State of Colorado benefits package including competitive medical and dental health plans, employer-paid life insurance, paid holidays, retirement plans with Colorado PERA, and vacation and sick leave earned each month, there are many other unique benefits that we offer, including:

• Medical and dental health plans
• Employer-paid life insurance
• Paid vacation and sick leave earned each month
• 10 paid holidays per year
• Public Service Loan Forgiveness – A borrower may qualify for forgiveness by making 120 on-time payments while employed full-time in public service, if they have certain kinds of federal loans in a qualifying repayment plan
• Free access to an on-site fitness center
• Strong, flexible retirement benefits including 401K and 457 plans
• Distinctive career advancement opportunities throughout the State personnel system
• Excellent work-life programs, such as flexible work schedules, professional development opportunities, and an employee discount program

To learn more about our benefits visit: https://www.colorado.gov/dhr/benefits.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Department of Law is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Julie Christopher, at [email protected] or call 720-508-6511 .

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