Consumer Complaint Investigator/Analyst

Commonwealth-of-Kentuck; Frankfort (KY); On-site; USD 45,000 - 68,000; Full time

Job summary

The Attorney General’s Office of Senior Protection & Mediation in Kentucky is seeking a Consumer Complaint Investigator/Analyst to manage a heavy caseload and resolve disputes through voluntary mediation between consumers and businesses.

Responsibilities include reviewing complaints, coordinating with investigators, and educating the public on fraud prevention while maintaining accurate documentation and timely follow-up.

Qualifications

• Graduate of a college or university with a bachelor's degree.
• Four years' experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field.
• Must possess and maintain a valid driver's license and any required licensure.

Responsibilities

• Guide businesses and consumers through voluntary negotiation to reach mutually agreeable resolutions.
• Review daily scam complaint intake forms to identify potential fraud and alert investigative staff.
• Oversee a high-volume caseload with strict follow-up timelines.
• Review consumer complaints and supporting documents for potential violations of consumer protection laws.
• Answer consumer inquiries and educate the public on fraud prevention and mediation services.
• Perform other operational duties as assigned by management.

Skills

Verbal & written communication

Analytical skills

Organizational skills

Prioritization of tasks

Public service mindset

Education

Bachelor's degree

Tools

Microsoft 365

Microsoft Office

Advanced search techniques

Job description

Advertisement Closes: 11/9/2026 (11:59 PM ET)

Job ID: 2605815

Job Title: Consumer Complaint Investigator/Analyst

Pay Grade: 15

Salary: $4,040.24 - $6,060.44 Monthly

Employment Type: EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 37.5 HR/WK

Hiring Agency: General Government Cabinet | Attorney General

Location: 1024 Capital Center Drive, Suite 200
Frankfort, KY 40601 USA

Description

The Attorney General’s Office of Senior Protection & Mediation provides vital scam and fraud prevention and no-cost mediation services to help individuals resolve disputes with businesses in the Commonwealth. Our officeassists with issues regarding the purchase of goods, products, and services, while identifying businesses thatmay warrant formal investigation by the Office of Consumer Protection.

We are seeking a dedicated professional with exceptional verbal and written communication, analytical, andorganizational skills to manage a consumer complaint caseload. In this role, you will conduct voluntarymediation via email, telephone, and mail to resolve disputes between businesses and consumers without legalaction. All employees are expected to perform at the highest level of public service, treating everyconstituent and business representative with the utmost professionalism and respect.

Core Responsibilities

• Guide businesses and consumers through voluntary negotiation to reach mutually agreeable resolutions.
• Review daily scam complaint intake forms to identify potential fraud, define violations, and alert appropriate investigative staff.
• Oversee a high-volume caseload while ensuring all strict follow-up timelines are met.
• Review consumer complaints and supporting documents for potential violations of consumer protection laws and regulations.
• Answer consumer inquiries and educate the public on fraud prevention and available mediation services.
• Perform other operational duties as assigned by management to support the office's mission.

Preferred Knowledge, Skills, and Abilities

• Exceptional ability to prioritize tasks and manage a high volume of active cases efficiently.
• Ability to research, interpret, and accurately apply statutes and regulations to active complaints.
• Strong written and verbal communication skills tailored for leadership, internal staff, and diverse constituents.
• High level of accuracy in documentation, case tracking, and spotting deceptive business patterns.
• Proficiency with Microsoft 365, Microsoft Office, and advanced search engine research techniques.

Minimum Requirements

EDUCATION: Graduate of a college or university with a bachelor's degree.

EXPERIENCE, TRAINING, OR SKILLS: Must have four years experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field.

Substitute EDUCATION for EXPERIENCE: NONE

Substitute EXPERIENCE for EDUCATION: Experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field will substitute for the required education on a year-for-year basis. Current or prior military experience will substitute for the required college on a year-for-year-basis.

SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.): Must possess and maintain a valid driver's license prior to employment in this job classification. Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this job classification. Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.

Working Conditions: Routine office work. May travel and work irregular hours if involved in specific investigation.

Probationary Period: This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.

If you have questions about this advertisement, please contact Shellie May at [e-mail] or 502-696-5300.

An Equal Opportunity Employer M/F/D