CONSUMER SPECIALIST I

Commonwealth of Massachusetts • Boston, MA

6h • $59,513 • Hybrid

About The Position

Attorney General Andrea Joy Campbell is looking for a highly motivated Consumer Specialist I to join the Consumer Advocacy and Response Division (CARD) within the Public Protection and Advocacy Bureau.
CARD receives and reviews complaints, advocates on behalf of Massachusetts consumers, and implements settlements entered into by the Attorney General’s Office (AGO) in various areas relating to the Office’s consumer protection efforts, including debt collection, mortgage lending and servicing, housing, automobile sales and lending, utilities, and professional services. The Division also provides referrals and other assistance to consumers, performs research, engages in community outreach, and participates in public education trainings.
A Consumer Specialist is a public-facing role in CARD and plays a central role in the Office’s handling of consumer complaints and inquiries from members of the public.
The Consumer Specialist is expected to build a basic-to-intermediate understanding on a wide spectrum of consumer rights statutes and regulations, as well as be capable of handling general consumer inquiries via in-person visits to the office, phone, mail, and electronic communication. A Consumer Specialist is also expected to assist with special division projects and outreach events.

Requirements

• A Bachelor’s degree or related education and/or experience, preferred
• Demonstrated experience in individual consumer advocacy and mediation
• Demonstrated interest in public service work and ability to build rapport with people from different ethnic, cultural, and economic backgrounds
• Excellent verbal and written communication skills
• Organizational and analytical skills
• Ability to handle multiples tasks, and meet deadlines
• Proficiency with Microsoft PowerPoint, Outlook, and Excel; knowledge of SharePoint, preferred
• Ability to work effectively both independently and collaboratively

Nice To Haves

• Fluency in Spanish, Portuguese, Haitian Creole, or other languages, preferred
• The successful candidate will be able to demonstrate a connection to the people and communities we serve and an interest in supporting a respectful, diverse, equitable, and inclusive work environment.

Responsibilities

• Provide individualized assistance to the public in response to an actionable request for assistance or complaint, which can include extended advocacy on a particular issue or series of consumer concerns and making referrals to other internal divisions or external community partners
• Respond to a variety of requests from the public, over the phone, in writing, and in-person, which seek assistance, information, or guidance from the Office
• Maintain up-to-date and accurate electronic records in the AGO database for all substantive interactions with the public

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level