Department Information

Description of Job

This position is open only to Colorado state residents.
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.
WHAT YOU WILL DO
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.
Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate's qualifications and in compliance with the Equal Pay for Equal Work Act.
This job announcement may be used to fill other positions at the DOL.

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 in customer service, administrative support, or clerical support.
  • Of the three years of experience, one year must include experience managing incoming or outgoing calls as a main function of your job.

• 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 incoming or outgoing calls as a main function of your job.

• 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.

• Previous experience working for the State of Colorado.
• Previous experience working in high volume call center answering inbound calls.
• 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.
• Familiar with Salesforce software.
• Experience with handling confidential information.

• Applicants must pass a thorough background investigation prior to appointment.
• Work will be performed in office; hybrid option may be available.

• 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.

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, Equity and Inclusion
At the DOL, we live our commitment to DEI. 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 there are; demonstrate a behavior and mindset where differences are welcomed, and individuals are treated equally and empowered to do their best work; and promote growth and innovation through a diverse workforce. We empower an active impact team that creates a culture supportive of people being their authentic selves, hosts events and programs on DEI areas important to our employees, enables development and sustainability of resource groups that give a voice to historically marginalized populations, focuses on retaining our incredible talent, and more! If your professional goals include promoting growth and innovation with colleagues who recognize that we are better together when our differences are valued and respected, then DOL is your place to be!
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