TERM-LIMITED: Complaint Intake Coordinator Technician III, Call Center

Eligibility

This position is open only to Colorado state residents.

The Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit serves in a critical role assisting residents of Colorado. This position serves as the primary contact for consumers and has a critical role in conducting intake of complaints. This position is perfect for someone who enjoys new challenges in their role and thrives on their strong judgement and decision-making skills.

This position is perfect for an empathetic individual who wants to be part of a collaborative team that will impact the lives of Coloradans!

The Office of the Attorney General/Department of Law is the "People's Lawyer." The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State's chief lawyer and law enforcement official. Our vision for the Department of Law is: "Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all."

Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

This position is a term-limited position anticipated to last approximately 9 months.

The Complaint Intake Coordinator primarily handles 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. The Complaint Intake Coordinator determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and research potential answers for emerging issues.

The Complaint Intake Coordinator 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. The Complaint Intake Coordinator researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides.

Job duties include, but are not limited to, the following:

• Handle the large amount of daily inbound and outbound calls received through the Colorado Consumer Hotline and other telephonic channels on behalf of the Department of Law (DOL)
• Decide the next steps in assisting callers, such as deciding who to refer a call to within or outside of the DOL
• Determine whether a call warrants further review or investigation and escalates those issues to the work lead position
• Conduct 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
• Recommend important and relevant call center topics to recommend for inclusion in the call center resource guide while ensuring the resource guide is up-to-date, void of errors, and written in a clear and concise manner
• Collect call tracking data, such as total number of calls, call types, and other relevant call information to be used for investigative purposes, consumer outreach functions, and policy decisions

• Gather and distribute unit mail while conducting the initial intake of written complaints received by the Unit
• Develop complex written communication on behalf of the DOL while providing substantive information in response to public inquiries and communicates with the supervisor and other programmatic supervisors regarding significant complaint trends and complaints needing immediate attention (e.g., potential case issues, whistle blower complaints, high visibility cases, claims impacting the DOL, etc.)
• Identify complaints related to entities under investigation and entities subject to pending or existing litigation while tracking specialise fraud topics required for review

This recruitment may be used to fill other Term-Limited positions within the Department of Law.

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. Salary will be paid on a biweekly basis.