Complaints Manager

State of South Carolina; Columbia (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

The State of South Carolina Department of Consumer Affairs (SCDCA) is seeking a highly organized and experienced professional for its Legal Division. The successful candidate will supervise complaint analysts, ensure quality control, and support enforcement actions related to consumer protection statutes.

Responsibilities include handling escalated inquiries, coordinating with attorneys, and guiding staff to meet turnaround time and accuracy standards.

Qualifications

• A bachelors degree and relevant program experience or an associates degree with at least three (3) years of relevant experience.
• Must possess excellent organizational and managerial skills, including the ability to plan, organize, schedule, supervise and make decisions.
• Must be able to establish and maintain effective working relationships. Ability to communicate effectively, verbally and in writing, with staff, the public and the business community.
• Ability to work independently with professionalism, discretion, and sound judgment.

Responsibilities

• Supervise the complaint analysts and complaint support staff in the Department's Legal Division.
• Oversee quality control of the processing of complaints.
• Take escalated and/or complex calls from consumers and businesses.
• Assist complaint analysts in resolving escalated complaints.
• Meet with complaint analysts weekly to discuss the status of pending complaints and brainstorm ways to resolve them successfully.
• Review certain letters, memoranda, reports, and other forms of written communications to ensure they conform to Department expectations.
• Review complaint data to identify complaint trends and otherwise ascertain areas for related business and/or consumer education or potential enforcement actions.
• Serve as a backup to provide information and assistance to consumers during walk-in interviews.
• Confer with Department attorneys and investigators to determine if a violation of the statute has occurred and develop appropriate next steps.
• Contribute to individual quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy, and security
• Perform other duties as assigned

Skills

Supervisory experience

Communication skills

Organizational skills

Independent work

Customer service

Education

Bachelors degree

Associates degree

Paralegal degree (ABA)

Job description

OUR MISSION AND VALUES

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 dedicated staff overseeing more than 120 statutes SCDCA administers and enforces, 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 Legal Division.

Job Responsibilities

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 dedicated staff overseeing more than 120 statutes SCDCA administers and enforces, 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 Legal Division.

Primary Purpose Of Your Role

SCDCA’s Legal Division performs the agency’s licensing, administration, and enforcement duties related to the majority of the laws under the agency’s jurisdiction. As part of the enforcement function, complaints against regulated industries are referred to the Legal Division. The successful candidate for this position will be responsible for ensuring these complaints are reviewed, processed, analyzed, and closed pursuant to policies and procedures.

DAY-TO-DAY ACTIVITIES

• Supervise the complaint analysts and complaint support staff in the Department's Legal Division
• Oversee quality control of the processing of complaints
• Take escalated and/or complex calls from consumers and businesses
• Assist complaint analysts in resolving escalated complaints
• Meet with complaint analysts weekly to discuss the status of pending complaints and brainstorm ways to resolve them successfully
• Review certain letters, memoranda, reports, and other forms of written communications to ensure they conform to Department expectations
• Review complaint data to identify complaint trends and otherwise ascertain areas for related business and/or consumer education or potential enforcement actions
• Serve as a backup to provide information and assistance to consumers during walk-in interviews
• Confer with Department attorneys and investigators to determine if a violation of the statute has occurred and develop appropriate next steps
• Contribute to individual quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy, and security
• Perform other duties as assigned

Minimum Requirements

A bachelor's degree and relevant program experience or an associate's degree with at least three (3) years of relevant experience.

Additional Requirements

• Must possess excellent organizational and managerial skills, including the ability to plan, organize, schedule, supervise and make decisions.
• Must be able to establish and maintain effective working relationships. Ability to communicate effectively, verbally and in writing, with staff, the public and the business community.
• Ability to work independently with professionalism, discretion, and sound judgment.

Preferred Qualifications

A juris doctorate from an ABA-approved law school or an associate's degree in paralegal studies with at least three (3) years of paralegal experience. At least three (3) years of supervisory experience is preferred.