SENIOR CONSUMER SERVICE ANALYST - (FOR INTERNAL AGENCY EMPLOYEES ONLY)

Senior Consumer Service Analyst

This position is an internal agency opportunity for current employees of the Florida Department of Agriculture and Consumer Services. Contact Camry Owens at View phone number on click.appcast.io for more information.

Minimum Requirements:

• A high school diploma or its equivalent and one (1) year of experience in customer service, administrative work, or regulatory work.
• College education from an accredited college or university can substitute at the rate of 30 semester or 45 quarter hours for the year of the required work experience.
• An equivalent combination of education and experience which equals one (1) year can substitute for the above requirements.

Job Duties:

• Analyzes and scans incoming documents into the Division of Consumer Services (DOCS) or other department database.
• Verifies scanned documents to ensure correct database placement, completeness of information and readability.
• Accurately inputs public record information into the DOCS or other department database according to established guidelines.
• Reviews documents to determine appropriate action, including: communicating deficiencies to businesses; determining if the issuing of a permit, registration or license is required; referrals to other personnel, sections or government agencies; analyzing and processing complaints or other evidence to identify regulatory violations; sending appropriate letters to businesses and consumers along with any necessary follow-up to achieve desired results.
• Communicates in writing and by phone with businesses, consumers, other governmental agencies, and claimants to provide services as required and follows up as necessary.
• Documents all communications in DOCS or other department database.
• Creates reports, letters, memoranda, proposals, bond claim affidavits and other official documents necessary to complete assigned tasks.
• Works with businesses and consumers to informally mediate disputes within programs regulated by the Division of Consumer Services or non-regulated programs by letter, email, fax and phone or refers complaints to appropriate regulatory agency.
• Refers complaints with regulatory violations for potential administrative action (including bond claims) based upon the analyses of properly documented records.
• May assist department's legal staff in preparation of court cases, including court appearances to provide testimony, if/when necessary.
• Assists management in conducting necessary research and/or providing regulatory statistics, as requested.
• May also assist management by monitoring and reviewing complaint handling processes to detect areas that may need improvement.
• Provides division personnel with relevant information and materials to assist in the preparation of administrative complaints, court actions, and other reports or correspondence necessary for resolution of registration issues, mediation and/or enforcement.
• Provides information to consumers, businesses and claimants on their rights and responsibilities, and provides information on the duties and regulatory responsibilities and functions of the Division of Consumer Services.
• This position is required to assist other sections within the Division of Consumer Services, and performs related work and other tasks as required by division management.
• Employee may be asked to perform special duties in relation to the Departments Emergency Response Obligations.

The Benefits of Working for the State of Florida:

• 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
• Flexible Spending Accounts
• Tuition waivers
• And more!

Special Notes:

• 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 View phone number on click.appcast.io).
• The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
• Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.