Overview
OPS CONSUMER COMPLAINT ANALYST - 41901949
Date : Oct 21, 2025
The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website.
Requisition No : 862878
Agency : Office of the Attorney General
Working Title : OPS CONSUMER COMPLAINT ANALYST - 41901949
Our Organization and Mission : The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States.
Position Details
Position Summary : This position is in the Office of the Attorney General in Tallahassee, Florida. This temporary position can be full-time or part-time and will initially be for a period of 6 months. Employment may be extended for 6-month intervals dependent on agency needs and employee performance.
This position provides analytical and administrative support to the Consumer Protection Division for the Division's work in the Office of the Attorney General's Senior Protection Team (SPT) and the Military and Veterans Assistance Program (MVAP). The SPT is a multi-division team that focuses on identifying, preventing, and stopping financial fraud and exploitation perpetuated against Florida seniors. The MVAP initiative focuses on identifying, preventing, and stopping financial fraud and deceptive trade practices targeted towards our military and veteran families. The OPS Consumer Complaint Analyst-SPT & MVAP will assist the team in intake, consumer complaint management, and complaint referral and monitoring. This position requires the ability to perform the major portion of the duties assigned with a minimum amount of supervision. The duties and responsibilities of this position stem from the Consumer Protection Division's enforcement of Chapters 501, 542, 812, 817, 895, and 932 of the Florida Statutes and related laws and administrative rules of the state, and other related federal statutes, rules, and laws.
Pay : $15.00 - $17.00 hourly, commensurate with experience
Qualifications
Required :
Four (4) years of experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis; OR
A bachelor's degree from an accredited college or university.
Preference will be given to applicants with experience :
- Working with seniors or protected adults
- Reviewing and responding to written consumer complaints
Preference will be given to applicants available to work full-time.
The Work You Will Do
The responsibilities of this position include, but are not limited to the following :
Assist with the review of all incoming complaints, including the recording (input), in coordination with the SPT / MVAP, of relevant complaint data into the CP-SPT tracking database.Review consumer complaints to ensure background information is complete (including checking appropriate databases / resources). Acquire basic information from complainants as needed.Review aging reports in the database daily and identify any actionable items nearing the correspondence deadline pertaining to SPT.Provide consumers with relevant information and resources regarding elder abuse, fraud, or exploitation.Assist with the management of written and verbal communications with SPT consumers and respondent businesses.Engage in facilitating potential voluntary dispute resolutions (where applicable and under the guidance of the SPT) between SPT consumers and respondent businesses.Route complaints to the proper agency, organization, and / or company as needed and assist with triage and tracking of SPT complaints referred to other agencies or resources to monitor outcomes.Receive incoming complaint mail, emails, and telephone calls and follow-up as needed.Identify patterns of conduct of respondent businesses, which may warrant engagement of Consumer Protection Division investigators.Assist the Consumer Protection Division investigators in tasks as assigned to gather information relating to a Senior Protection Team Complaint.Assist with the coordination with Senior v. Crime volunteers or staff who are assisting with SPT complaints.Prepare reports on requests as to the progress and disposition of SPT complaints and complaint-related outcomes.Work independently with minimal supervision.Assist the SPT / MVAP with special assignments which may require extended hours and / or travel outside the worksite.Perform other assigned tasks and duties as required in a timely fashion.Knowledge, Skills, and Abilities
Skills in research and analytics demonstrated by an ability to synthesize information from different sources into an integrated narrative.Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, and document workflow.Ability to work independently.Ability to plan, prioritize, and execute multiple, complex assignment deadlines through effective time management.Strong interpersonal and conflict-resolution skills.Ability to model collaboration, optimism, and engagement to others.Ability to communicate effectively with all levels of leadership, management, staff, and those outside of the agency.Ability to demonstrate respect for others and maintain professionalism through observing the dress code, speech, nonverbal communication, active listening, and sociocultural competence.Ability to prepare well-organized and intelligible written documents.Application Instructions
Candidate Profile (application) must be completed in its entirety.
Include supervisor names and phone numbers for all periods of employment.Account for and explain any gaps in employment so that the hiring process is not delayed.Experience, education, training, knowledge, skills and / or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.It is unacceptable to use the statement "See Resume" in place of entering work history.If you experience problems applying online, please call the People First Service Center at (877) 562-7287.Benefits
The Benefits of Working for the State of Florida : Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including :
Annual and Sick Leave benefits.Nine paid holidays and one Personal Holiday each year.State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).Legal and Compliance
Important Notices : To be considered for the position, all applicants must submit a complete and accurate application profile necessary for qualifying; include dates of service, reason for leaving, etc. Provide all employment and / or detailed information about work experience on the application and explain any gaps in employment. All applicant responses to qualifying questions must be verifiable by skills and / or experience stated on the employment application and / or resume.
The elements of the selection process may include a skill assessment exercise.Current and future vacancies may be filled from this advertisement for up to six months. After six months, a new application must be submitted to an open advertisement to be considered.OAG employees are paid biweekly. All state employees are required to participate in the direct deposit program pursuant to s. 110.113, Fs.Background and Eligibility
CRIMINAL BACKGROUND CHECKS / DRUG FREE WORKPLACE : All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace; all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.E-VERIFY STATEMENT : The Office of the Attorney General participates in the U.S. government's employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee's eligibility to work in the United States after completion of the employment eligibility verification form (I-9).PERSONS WITH DISABILITY / ADA STATEMENT : The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, please notify the People First Service Center at 877-562-7287. If you need an accommodation during the selection process, please notify the hiring authority in advance to allow sufficient time to provide an accommodation.REMINDERS : Male applicants born on or after October 1, 1962, must be registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS. For more information, please visit the SSS website. If you are a retiree of the Florida Retirement System (FRS), check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and / or People First Service Center (1-866-663-4735). For assistance, call the People First Service Center at (877) 562-7287 Monday - Friday, 8 : 00 a.m. to 6 : 00 p.m., Eastern time
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