Lead Complaints & Enforcement 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

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