• Job Description

  Req#: 2525

  Job Overview

  Performs intake, investigation, and mediation on consumer complaints. Assists in office duties and consumer outreach programs.

  Salary

  Min $51,500.80 annually

  Mid $70,824.00 annually

  Benefits

  Click HERE to view our Benefits at a glance

  • Generous PTO & Holiday Plan
  • Health Plans
  • Health Savings Account
  • Dental & Vision Plans
  • Employee Assistance Program (EAP)
  • Healthcare Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Tuition Reimbursement
  • Cafeteria Benefit
  • Life Insurance
  • Short & Long-Term Disability Insurance

  Core Competencies

  • Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

  Tier 2

  Duties and Responsibilities Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. Receives, analyzes and investigates consumer complaints involving single and multiple consumers, businesses, or defendants to determine the validity of the complaint, and to identify civil or criminal violations of federal, state and consumer protection laws, statutes and ordinances. Coordinates with Chief Investigator to initiate and plan case management activities in order to effectively use investigative time in the prompt and efficient resolution of cases. Research business records, corporate registration and other public records to determine proper issuance of licenses, corporate status, fictitious names, permits and business tax licenses through the use of both standard and online resources. Conducts onsite field investigations to gather information or evidence pertinent to the consumer complaint case. Establishes and maintains case management files, including documentation, evidence, computer databases and accounts of witnesses to provide accurate recording and availability of case information. Mediates and/or negotiates matters between consumers and respondents to resolve consumer complaints and presents recommendations to management for review. Compiles fact finding investigative reports to forecast, identify and quantify emerging consumer protection trends and procedures. Counsels' individuals and presents consumer education programs to the public and private organizations to advise them of consumer protection ordinances, rights, and recognition of deceptive practices. Patrols Hillsborough County roads and highways to enforce vehicle for-hire rules, ordinances and laws, and identify violations. May issue correction cards and official citations for violations of consumer and vehicle for-hire laws, ordinances, and regulations. Coordinates criminal investigations with law enforcement agencies, State Attorney's Office, the Attorney General's Office and other regulatory agencies to ensure successful prosecution and may assist in arranging for the apprehension of individuals by law enforcement agencies with arrest authority. May appear in court or administrative hearings to provide testimony, investigative findings, and evidence. Trains, coaches, and oversees the work of new or subordinate employees when needed. Performs other related duties as required.

  Job Specifications Knowledge of federal, state, and local consumer protection laws and regulations. Knowledge of public transportation vehicle for-hire rules, regulations, ordinances and laws. Knowledge of investigative and research methods and techniques. Knowledge of negotiation and mediation strategies and techniques. Knowledge of court proceedings and testimony procedures. Skill in conducting data research, as well as field and office investigations. Skill in making presentations as a witness in court and other proceedings. Ability to research, collect, organize, and evaluate data to develop logical conclusions. Ability to prepare and maintain reports and case files with findings and recommendations. Ability to research and determine applicable laws, regulations and policies for individual cases. Ability to use a computer and related software. Ability to communicate effectively, both orally and in writing. Ability to deal with the public. Ability to work under stressful conditions. Ability to work effectively with others. Ability to use initiative and sound judgment. Ability to follow oral and written instructions. Ability to plan, organize and oversee the work of others. Ability to conduct training activities. Ability to handle confidential information. Ability to safely operate a motor vehicle.

  Physical Requirements This position typically takes place in an office environment. May require frequent local travel. Requires sitting for an extended period of time. Work Category Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.

  Minimum Qualifications Required Bachelor's degree in business, Public Administration, Criminal Justice, or a Social or Behavioral Science; AND One year of experience in consumer fraud investigations or mediation; OR An equivalent combination of education (not less than a high school diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies noted above; AND Possession of a valid Florida Driver's License.

  Emergency Management Responsibilities

  In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

  Career Progression

  Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.

• About the company

  Hillsborough County is a county located in the west central portion of the US state of Florida.

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