Consumer Protection Administrative Support

The Consumer Protection Support Staff & Data Processing Specialist plays a vital role in ensuring the integrity and efficiency of consumer protection operations. This position supports the intake, documentation, and resolution of consumer complaints, while also managing accurate entry, analysis, and reporting of data related to consumer protection activities.

Examples of Duties:

Consumer Support & Case Management

• Receive, review, and process consumer complaints via phone, email, or online portals.
• Provide courteous and professional assistance to consumers, guiding them through complaint procedures.
• Maintain accurate and detailed records of all consumer interactions and case progress.
• Coordinate with internal departments and external agencies to resolve consumer issues.
• Data Processing & Reporting
• Enter and maintain data in consumer protection databases and case management systems.
• Perform data validation and quality checks to ensure accuracy and completeness.
• Generate regular and ad-hoc reports for internal use and regulatory compliance.
• Assist in analyzing trends and patterns in consumer complaints to support policy development.
• Administrative Support
• Prepare correspondence, reports, and documentation related to consumer protection cases.
• Maintain organized digital and physical filing systems.
• Support audits and compliance reviews by providing requested documentation and data.
• Other duties as assigned. 

Typical Skills and Qualifications:

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree in business, public administration, communications, or a related field preferred.
• 1–3 years of experience in customer service preferred.
• Prior experience handling hotlines or call center operations is preferred.
• Experience in a regulatory, legal, or consumer protection environment is a plus.

Skills & Competencies

• Hotline Communication Skills: Ability to answer high-volume calls with professionalism, empathy, and clarity. Skilled in de-escalating tense situations and providing accurate information under pressure.
• Customer Service Excellence: Strong interpersonal skills with a customer-first mindset. Able to handle sensitive or emotional consumer concerns with patience and discretion.
• Data Entry & Accuracy: High level of accuracy in data entry. Familiarity with case management software, or complaint tracking tools.
• Analytical Thinking: Ability to identify trends or inconsistencies in data and escalate issues appropriately.
• Time Management: Capable of managing multiple tasks and priorities in a fast-paced environment.
• Technical Proficiency: Proficient in Microsoft Office Suite (Excel, Word, Outlook) and comfortable learning new software systems.
• Confidentiality & Ethics: Demonstrates integrity and discretion in handling confidential consumer information.
• Team Collaboration: Works well independently and as part of a team, contributing to a supportive and efficient work environment.

Eligible for hybrid work schedule after 60 day training period.