Senior Consumer Frauds Representative or Consumer Frauds Representative Trainee (NY HELPS)

NY HELPS:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Non-Competitive Minimum Qualifications:

• Senior Consumer Frauds Representative (PEF Salary Grade 17, current starting salary $61,516, job rate $78,307):
A paralegal degree or paralegal certificate program or 60 semester credit hours and five years of experience primarily dealing with the general public in a sales or consumer/customer service or problem resolution capacity.

• Consumer Frauds Rep Trainee 2 (NS equated PEF Salary Grade 14, current starting salary $52,198, job rate $66,634):
A paralegal degree or paralegal certificate program or 60 semester credit hours and three years of experience primarily dealing with the general public in a sales or consumer/customer service or problem resolution capacity.

• Consumer Frauds Rep Trainee 1 (NS equated PEF Salary Grade 13, current starting salary $49,363, job rate $63,169):
A paralegal degree or paralegal certificate program or 60 semester credit hours and two years of experience primarily dealing with the general public in a sales or consumer/customer service or problem resolution capacity.

Competitive Minimum Qualifications:

• At least one year or more of permanent service as a Senior Consumer Frauds Representative or CFR Trainee and eligible for transfer. Successful completion of a two-year traineeship leads to appointment as a Senior Consumer Frauds Representative, SG-17.

Duties Description • Review, analyze, and process consumer complaints received from the public.
• Mediate consumer disputes between complainants and respondent(s).
• Process complaints in case management system (NYMatters).
• Create and send written communication to complainants where appropriate with guidance and consultation of supervisors.
• Identify patterns of fraud and violations of the law and escalate to a supervisor or the appropriate bureau or office.
• Compile and review reports for the bureau and ensure that assigned tasks are being completed promptly.
• Communicate via telephone and/or in person with members of the public providing guidance and/or resources where appropriate.
o Document details of calls for tracking, training, and improvement purposes.
o Transfer calls to the appropriate individual, bureau, or regional office.
o Refer calls to the appropriate external agency or organization.
• Assist with creating and updating bureau-specific guides.
• Perform the necessary research when processing intakes, updating and/or creating guides, or when completing projects requested by management.
• Provide support with litigation arising out of consumer complaints, including data entry and compilation.
• Coordinate with other bureaus, regional offices, or agencies where appropriate.
o Collaborating on affirmative cases/statewide initiatives with other Bureaus as requested
o Participating in outreach activities and provide presentations on consumer trends as appropriate (ex. Senior Centers, Landlord/Tenant events. Etc.).
• Supervise interns as appropriate:
• Assist with office administrative tasks as needed.
• Perform other duties as assigned.

Additional Comments Candidates from diverse backgrounds are encouraged to apply. The OAG is an equal opportunity employer and is committed to workplace diversity.

As an employee of the OAG, you will join a team of dedicated individuals who work to serve the people of our State through a wide variety of occupations. We offer a comprehensive New York State benefits package, including paid leave, health, dental, vision, and retirement benefits, and family-friendly policies. Additionally, the OAG offers a robust Workplace Flexibilities Program with multiple options for employees, including telecommuting (up to two days per week) and alternative work schedules.

Some positions may require additional credentials or a background check to verify your identity.

Name Human Resources

Telephone (518)776-2500

Fax (518)915-7754

Email Address HR.Recruitment@ag.ny.gov

Address

Street Office of the New York State Attorney General

The Capitol

City Albany

State NY

Zip Code 12224

Notes on Applying Applications must be submitted online (transcript required). Copy and paste the following URL into your web browser:

https://lgr.ag.ny.gov/ords/f?p=136:10:::::P10_LGR_JOB_ID,P10_POSITIONTYPE,P10_LGR_WRITING_SAMPLE_IND:5784,22,

If you have questions or issues with your application, please contact OAG Human Resources Management Bureau by email at hr.recruitment@ag.ny.gov indicating "WRO_CFR_166517" in the subject line.

For more information about the OAG, please visit our website: www.ag.ny.gov.