Citizens Advocate 26-37

Illinois Attorney General; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Illinois Attorney General seeks a detail-oriented staff member to resolve and prevent consumer complaints. You will gather information from consumers, attorneys, and business owners, mediate cases, and prepare supporting documentation and educational materials.

The role requires strong written and verbal communication skills, the ability to interact with the general public, and to manage multiple files with accuracy.

Qualifications

• Requires extensive written and verbal communication skills.
• Attainment of a 4-year college degree preferred with related coursework.

Responsibilities

• Resolve and prevent consumer complaints through initial review and mediation.
• Contact consumers, attorneys, business owners to gather information and propose solutions.
• Prepare documents, correspondence and memos; support public education materials.

Skills

Written communication

Verbal communication

Public interaction

Education

4-year college degree preferred (social science / pre-legal / public administration)

Job description

Summary of Duties and Responsibilities

Resolves and prevents consumer complaints and contributes to the effectiveness of legal staff by gathering information, mediating cases, interacting with appropriate parties, and disseminating information. Obtains information by contacting consumers, attorneys, business owners and others via the telephone and through correspondence; developing questions and proposing solutions; conducting research by retrieving information from files and summarizing and/or abstracting complaint files and documents. Answers questions and requests of the general public, supervisory and litigation staff; serving as a resource in areas of generalized and/or specialized knowledge; attending meetings; assisting in preparation of public education materials. Resolves complaints by initial review of consumer complaint files and taking actions as instructed to commence mediation; analyzing data; initiating cooperative mediation by opening lines of communication between parties and acting as a facilitator. Explaining remedies through correspondence and written and telephonic instruction; preparing documents, correspondence and memos and completing special projects as directed by supervisory staff. Resolves administrative problems by organizing, maintaining and duplicating consumer complaint files, contacting parties to complete consumer complaint case files, reviewing additional submissions or materials and taking appropriate actions to settle consumer complaint case files. Assists mediation coordinator by analyzing and evaluating information; keeping abreast of trends; summarizing complaint histories; maintaining historical context; communicating information on a regular basis, and advising supervisors and Litigation Unit of consumer protection issues which emerge from case file work. Attends workshops and education seminars. Accomplishes related results in a cooperative and collaborative manner.

Qualifications

Knowledge, skill and mental development equivalent to completion of 4 years of college preferably with courses in Social Science, pre-legal studies, public administration or a related discipline; and 1-year professional experience in a social service agency or an equivalent combination of training and experience. Extensive written and verbal communication skills are necessary. Attendance is an essential function of this position. Ability to maintain satisfactory working relationships with other employees and the general public required. Physical ability to file and duplicate information which may include bending, stretching, stooping and lifting up to 15 lbs.