Mediator and Intake Specialist

New York City; Manhattan (KS); Hybrid; USD 43,000 - 55,000; Full time

Job summary

City of New York’s Department of Consumer and Worker Protection (DCWP) seeks a Mediator and Intake Specialist to handle consumer complaints, negotiate equitable resolutions, and maintain records. This civil service role may be eligible for remote work up to 2 days per week under the Flexible Work Pilot Program.

Minimum qualifications include a four-year high school diploma and one year of clerical experience; typing at least 100 keystrokes per minute.

Qualifications

• A four-year high school diploma or equivalent and one year of clerical experience.
• Typing at least 100 keystrokes per minute.

Responsibilities

• Communicate with consumers and businesses on complaints.
• Analyze, document, research, and resolve complaints.
• Maintain Agency database and provide reports.
• Input detailed notes in Agency systems.
• Provide timely follow-up and closure for complaints.
• Answer calls and direct callers appropriately.
• Provide front desk coverage and assist walk-ins.
• Prepare training materials and maintain knowledge base.
• Train others as needed.
• Perform other tasks as directed.

Skills

Interpersonal skills

Typing speed

Attention to detail

Teamwork

Education

High school diploma

Tools

MS Word

MS Excel

MS Outlook

Job description

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.

**This position may be eligible for remote work for up to 2 days per week, pursuant to the Flexible Work Pilot Program.**

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer and Worker Protection (DCWP), sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

DCWP’s General Counsel Division seeks a Mediator and Intake Specialist to be a member of a collaborative team of employees engaged in mediating consumer complaints by negotiating with consumers and businesses for equitable resolutions on behalf of both parties. The Mediator and Intake Specialist’s responsibilities will include but are not limited to:

• Communicating and interacting with consumers and businesses on consumer-related complaints;
• Analyzing, documenting, researching, and resolving consumer complaints in accordance with the laws, rules, and regulations enforced by DCWP;
• Maintaining Agency database and providing reports as needed;
• Performing data entry and inputting detailed, accurate notes in Agency’s system(s) as needed;
• Providing timely follow-up and closure for each consumer complaint;
• Answering calls, and directing callers to appropriate channels in a timely manner;
• Delivering accurate, complete information to callers;
• Processing mail within assigned timeframes;
• Providing front desk reception coverage and assisting walk-in consumers with filing complaints;
• Preparing training materials, maintaining knowledge database, and training others as needed;
• Performing other tasks and assignments as directed.

CLERICAL ASSOCIATE - 10251

Minimum Qualifications

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Preferred Skills

• Excellent verbal, written and professional interpersonal communication skills
• Good computer skills
• Computer literate (MS Word, Excel & Outlook)
• Ability to work in a fast-paced environment
• Pay strict attention to detail
• Complete assignments within set deadline
• Able to work independently, within a team, and with supervision
• Language skills a plus

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.