Complaint Intake Coordinator (technician Iii) Vacancy In State Of Colorado Job Opportunities

Hiring Organization / Company: State Of Colorado Job Opportunities
Basic Salary: To Be Discussed
Employement Type: Full-Time



Job Details:

Department Information

This position is open only to Colorado state residents.
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 CO. 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/.

Description of Job

This position is open only to Colorado state residents.

WHAT YOU WILL DO
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.
This position will primarily handle 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. This position determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and researches potential answers for emerging issues. This position 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. This position also researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

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 conducting complaint intake and overseeing the tracking of complaint data as the primary function of your job.
    • Of the three years of experience, one year must include managing a high volume of calls in a call-center environment or being the primary telephone contact for an organization where a high volume of calls are received on a daily basis.
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.

Substitutions
  • An Associate's 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.
  • There is NO substitution for the one year of required experience managing a high volume of calls in a call-center environment or being the primary telephone contact for an organization where a high volume of calls are received on a daily basis.

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;
  • 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;
  • Experience with handling confidential information.

Conditions of Employment: Applicants must pass a thorough background investigation prior to appointment.

HOW TO APPLY

Required Application Materials: 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.

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 highly encouraged.

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 Daisy Zepeda at 720-508-6510 or [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.

Supplemental Information

WHY WORK FOR US

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

We Are Committed to Diversity
At the Department of Law, 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 they are; demonstrate a behavior and mindset where differences are welcomed and individuals are equally treated and empowered to do their best work; and promote growth and innovation through a diverse workforce that contributes to creative problem solving and delivers excellent work.

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 (Download PDF reader) 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 .




Job Location Information:
City: Denver
State: Co
Country: Us
Location: Denver, Co

Date Posted: 2021-07-22
Job Listing No# : 56820


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