Consumer Information Representative (Hybrid)

State of Connecticut - Department of Correction; Hartford (CT); Presencial; USD 50.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth

Healthy work-life balance

State Employee Benefits Overview

Descripción de la vacante

The State of Connecticut Department of Banking, Government Relations and Consumer Affairs Division (GRCA) seeks a Consumer Information Representative to assist Connecticut consumers with questions and complaints about regulated entities and applicable laws. The CIR is the public face of the agency, engaging via phone, email, and in person and may represent the agency to various regulated companies.

The role requires handling inquiries, researching issues, applying laws, maintaining records, and

Formación

• Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.
• College training may substitute for the General Experience on the basis of fifteen (15) semester hours equalling one-half year of experience to a maximum of four years for a Bachelor's degree.
• A Master's degree in a closely related field may be substituted for one additional year of the General Experience.

Responsabilidades

• Receives consumer complaints and inquiries by phone, in writing and in person.
• Independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral.
• Provides technical assistance and responds to technical consumer inquiries.
• Contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem.
• Reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken.
• Provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken.
• Keeps records and writes reports.
• May negotiate or mediate between parties.
• May prepare reports for and participate in hearings.
• May draft cease and desist orders.

Conocimientos

Interpersonal skills

Oral & written communication

Investigations

Referrals

Information gathering

Regulatory knowledge

Computer proficiency

Educación

Bachelor's degree or equivalent experience

Herramientas

E-License system

Descripción del empleo

Introduction

Join our team! The State of Connecticut, Department of Banking (DOB) Government Relations and Consumer Affairs Division (GRCA) is recruiting a Consumer Information Representative to assist Connecticut consumers with questions and complaints regarding the entities we regulate and those laws within the jurisdiction of the Banking Commissioner. The Consumer Information Representative (CIR) is a public face for the agency, required to interact with the public via phone, email, and in person. In addition, you will represent the agency to various companies regulated by the Department. As we continue to strive to provide strong consumer protections for Connecticut residents, this is a key position to fulfill that part of the agency’s mission.

POSITION HIGHLIGHTS

• Schedule: Full-Time (40 Hour), First Shift, Monday - Friday
• Location: 280 Trumbull Street, Hartford, CT
• Please note: The selected candidate may be required to travel.

WHAT WE CAN OFFER YOU

• Visit our State Employee Benefits Overview page!
• Professional growth and development opportunities
• A healthy work/life balance to all employees

THE ROLE

In this role, you will handle consumer complaints and inquiries by phone, in writing, or in person. You will investigate issues, research information, and decide the appropriate action or referral. You will provide technical assistance, contact consumers and businesses for information, and review laws and regulations to determine whether violations occurred and what steps to take. A key part of the job is clearly explaining findings and options to consumers or informing landlords or businesses about needed corrections. You will maintain detailed records, write reports, and may negotiate or mediate disputes. You may also prepare materials for hearings and draft cease‑and‑desist orders.

DISCOVER THE OPPORTUNITY TO:

• Conduct or assist in inquiries, investigations, and/or examinations of domestic and international banks, credit unions, broker-dealers, investment advisers, mortgage companies, consumer lenders, and other financial entities.
• Investigate consumer complaints regarding the conduct and delivery of services by regulated entities.
• Review, analyze, and assess financial and operational documentation, including bank and financial statements and reports, loan files, investments, management policies, consumer complaints, risk management programs, advertising, licensing information, and other records.
• Investigate, research, and document apparent violations of applicable laws and contraventions of policy.
• Interact and communicate with industry as well as internally to review issues and findings.
• Review criminal and bankruptcy files.
• Explain laws and agency regulations to members of the general public.
• Respond to inquiries from consumers around entities regulated by the department.
• Learn and utilize the E-License system.
• Review, update and write policy and procedures for the Division.

ABOUT US

The DOB is the primary state regulator for state‑chartered banks and credit unions, securities, and consumer credit. Its mission is to protect users of financial services from unlawful or improper practices by ensuring regulated entities and individuals adhere to state banking, consumer credit and securities laws. The Department accomplishes this through regular, thorough, and cost‑effective examinations of the entities it supervises. The Department also engages the public and other stakeholders through a variety of media platforms, educational outreach initiatives, and press communications.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.

EXAMPLES OF DUTIES

• Receives consumer complaints and/or inquiries by phone, in writing and in person;
• Independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral;
• Provides technical assistance and responds to technical consumer inquiries;
• Contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem;
• Reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken;
• Provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken;
• Keeps records and writes reports;
• May negotiate or mediate between parties;
• May prepare reports for and participate in hearings;
• May draft cease and desist orders;
• Performs related duties as required.

WORKER’S COMPENSATION COMMISSION:

• Serves as liaison in the coordination of educating workers, employers, and other interested parties concerning rights and duties under the law and creation of safety measures to reduce or eliminate occupational injuries and disease;
• Coordinates other resource individuals to provide education programs to train workers' compensation representatives of local union and community organizations;
• May assist in providing training programs;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Knowledge of functions of regulatory agencies and other sources of consumer assistance;
• interpersonal skills;
• oral and written communication skills;
• conducting investigations or research skills;
• make appropriate referrals;
• gather information from consumers and assistance resources;
• interpret and apply laws and regulations relating to consumer complaints or technical inquiries;
• utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.
• Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.

PREFERRED QUALIFICATIONS

• Experience communicating with agency stakeholders.
• Experience resolving consumer complaints at a financial service corporation or a financial regulatory agency.
• Experience prioritizing work assignments with deadlines.
• Experience researching and writing reports.
• Experience analyzing financial documents.

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

QUESTIONS? WE’RE HERE TO HELP:

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Nicole Frascatore via [e-mail].

Join the State of Connecticut and take your next career step with confidence!