PAY GRADE: 017
CLASS TITLE:SENIOR CONSUMER COMPLAINT ANALYST
ALLOCATION FACTOR(S)
This is work investigating, analyzing, and resolving a full range of consumer complaints.
EXAMPLES OF WORK PERFORMED:
(Note: The examples of work as listed in this class specification are not necessarily descriptive of any one position in the class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position. Examples of work performed are not to be used for allocation purposes.)
- Reviews, investigates, and resolves complaints.
- Responds to inquiries and provides information.
- Provides assistance to consumers and to subjects of complaints regarding their rights and responsibilities.
- Analyzes consumer complaints, determines agency jurisdiction, routes the complaints to the proper agency or company, and/or resolves complaints.
- Interviews complainants and subjects of complaints of alleged consumer frauds.
- Recommends action needed to resolve complaints.
- Performs related work as required.
KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills and abilities (KSA's) identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions in the employing agency.)
- Knowledge of the techniques for handling complaints and dealing with the public.
- Knowledge of basic mathematics.
- Knowledge of report-writing techniques.
- Knowledge of the principles and techniques of effective communication.
- Ability to conduct fact-finding interviews.
- Ability to investigate, analyze and resolve complaints.
- Ability to understand and explain statutes, rules and regulations.
- Ability to write reports.
- Ability to deal effectively with people.
- Ability to perform basic mathematical calculations.
- Ability to plan, organize and coordinate work assignments.
- Ability to communicate effectively.
- Ability to establish and maintain effective working relationships with others.
MINIMUM QUALIFICATIONS
- A bachelor's degree from an accredited college or university and two years of experience in consumer complaint program work, business administration, customer or public relations, investigations, utilities engineering, utility rate analysis or involving all lines of insurance; or
- Two years of professional experience in consumer complaint analysis.
- Experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering or utilities rate analysis can substitute on a year-for-year basis for the required college education.
EFFECTIVE:
1/1/1984
HISTORY: