Identity Theft Unit Coordinator

The South Carolina Department of Consumer Affairs is the state’s consumer protection agency. Established in 1974, SCDCA is charged with protecting consumers from inequities in the marketplace through advocacy, mediation, enforcement and education. With an unrivaled complaint processing portal, an award-winning communications staff and a unit dedicated specifically to assisting identity theft and scam victims, SCDCA offers invaluable services to every citizen in SC.

We’re looking for a dependable, energetic, self-starter with good communication skills to join our agency in providing excellent customer service for staff, consumers and businesses in our Identity Theft Unit.

Do you have a customer service or call center background? Do you enjoy assisting others? If so, the Department of Consumer Affairs has the position for you. The  Administrative Coordinator is responsible for assisting in the review of the approximately 2,000 new  and Scam reports received annually and corresponding data. The successful candidate will be responsible for assisting the Director of Identity Theft division with all aspects of auditing, reporting and processing.

• Support
  and Outreach
  -Coordinate with management to determine needs within the division and aid with support to ensure that all reports are reviewed and entered into the database per division guidelines. Prepare and mail relevant  and scam materials to consumers. Periodically review division materials for relevancy and updates.
• Reporting and Auditing
  - Prepare monthly, quarterly and yearly reports. Audit database and workflow processes to identify deficiencies related to the division’s accountability and processing goals. Collect, organize, and interpret data related to  and scam reports. Identify current trends.
• Customer Service Support - Assist with the intake and processing of new  and Scam reports. Assist with general inquiries from consumers and businesses by phone or in person. Assist with front desk coverage as needed. Promote a positive customer service mindset to surpass the expectations of our internal and external clients.
• Other -Contribute to individual and agency quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy and security. Performs other related duties as assigned.

A high school diploma and relevant experience in business management, public administration, or administrative services or a bachelor's degree may be substituted for the required work experience.

• Ability to conceptualize needed change and initiate appropriate change management and process improvement activities.
• Ability to learn, organize and present written information in a clear, concise and accurate manner.
• Ability to work with minimal to moderate supervision to oversee, manage and direct initiatives and projects as well as coordinate the efforts.
• Ability to establish and maintain effective working relationships with inter and intra agency staff and public and private groups
• Should be able to gather information, identify a need, make decisions, and respond appropriately. Independent decision making and discretion are essential requirements.
• Must be extremely adaptable and able to follow a task or directive through, despite unfamiliarity with task at hand.
• Professional demeanor and attitude including dress, timeliness, and dependability.
• The physical demands for the essential functions of this position include remaining in a stationary position at a desk for extended periods and working on a computer.

• A bachelor’s degree and one (1) year of related experience; or high school degree or GED and five (5) years of related experience or any equivalent combination of education, training and;
• Excellent knowledge of the practices of businesses engaging in personal, family, and household (consumer) related transactions.
• Above average knowledge of state and federal consumer protection and credit laws.
• Proficiency with Microsoft Outlook, Word and Access databases as well as hardware devices such as scanners, copiers and fax machines.
• Intermediate to advanced skill levels in Excel
• Strong customer service skills.
• Have a high tolerance for irate customers.