Complaints Manager

State-of-South-Carolina; South Carolina; On-site; USD 65,000 - 90,000; Full time

Job summary

The South Carolina Department of Consumer Affairs is seeking a supervisor for the Legal Division to oversee complaint analysts and support staff, ensuring timely, accurate processing of complaints and escalation handling. You will collaborate with attorneys and investigators, review communications, and identify trends for enforcement actions.

The role requires strong managerial skills, excellent written and verbal communication, and the ability to work independently while maintaining

Qualifications

• 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 status and brainstorm solutions.
• Review letters, memoranda, reports and other communications for Department standards.
• Review complaint data to identify trends and enforcement opportunities.
• Serve as a backup to provide information to consumers during walk-in interviews.
• Confer with Department attorneys and investigators to determine if a statute violation occurred and next steps.
• Contribute to productivity goals by meeting turnaround time, accuracy, and security targets.
• Perform other duties as assigned

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 resolutions
• Review letters, memoranda, reports, and other forms to ensure compliance with Department expectations
• Review complaint data to identify trends and education or enforcement opportunities
• 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 has occurred and next steps
• Contribute to individual productivity goals by meeting turnaround time, accuracy, and security standards
• Perform other duties as assigned

Skills

Supervisory ability

Quality control

Effective communication

Education

Bachelor's degree

Associate's degree + 3+ years experience

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.

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.

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.