TERM-LIMITED: Complaint Intake Coordinator - (Technician III, Call Center)

State of Colorado; Denver (CO); On-site; USD 42,000 - 56,000; Full time

Job summary

The State of Colorado Office of the Attorney General seeks a Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit. This role handles call center operations, intake of consumer complaints, and data entry, delivering accurate responses and referrals while researching issues for investigations and policy decisions.

The position emphasizes strong judgment, empathy, and collaboration, with flexible work arrangements and a focus on serving Colorado residents.

Qualifications

• Three (3) years of experience in customer service, administrative support, or clerical support.
• One (1) year must include managing incoming or outgoing calls as a primary function.
• An associate or bachelor’s degree may substitute for the required experience on a year-for-year basis; however, the one year of call handling cannot be substituted.
• If qualifying under Education option, submit transcripts; foreign degrees require translation/evaluation.
• Preferred qualifications include experience with state government, high-volume call centers, data management, and bilingual abilities.

Responsibilities

• Handle large volumes of inbound and outbound calls via the Colorado Consumer Hotline and other channels.
• Determine next steps and referrals for callers within or outside the Department of Law.
• Escalate issues needing review or investigation to the work lead.
• Conduct initial intake, data entry of complaints, and write detailed correspondence addressing issues.
• Collect call tracking data for investigations, outreach, and policy decisions.
• Gather and distribute unit mail and respond to public inquiries with substantive information.

Skills

Customer service

Communication

Data entry

Education

Associate or bachelor’s degree

Education substitution for experience

Tools

SharePoint

Teams

Salesforce

Job description

This position is open only to Colorado state residents.

Find a rewarding career making a difference: Join the Office of the Attorney General!

The Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit serves in a critical role assisting residents of Colorado. This position serves as the primary contact for consumers and has a critical role in conducting intake of complaints. This position is perfect for someone who enjoys new challenges in their role and thrives on their strong judgement and decision-making skills. This position is perfect for an empathetic individual who wants to be part of a collaborative team that will impact the lives of Coloradans!

WHO WE ARE

The Office of the Attorney General/Department of Law is the "People's Lawyer." The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State's chief lawyer and law enforcement official. Our vision for the Department of Law is: "Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all." Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

Learn more about the Colorado Attorney General’s Office here.

POSITION SUMMARY

This position is a term-limited position anticipated to last approximately 9 months

The Complaint Intake Coordinator primarily handles the call center operations on behalf of the Consumer Engagement and Data Services Unit. Main responsibilities include managing large amounts of inbound and outbound calls in a timely manner while creating a positive experience for each caller. The Complaint Intake Coordinator determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and research potential answers for emerging issues. The Complaint Intake Coordinator also conducts the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues. The Complaint Intake Coordinator researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides.

WHAT YOU WILL DO

Job duties include, but are not limited to, the following:

Call Center Operations

• Handle the large amount of daily inbound and outbound calls received through the Colorado Consumer Hotline and other telephonic channels on behalf of the Department of Law (DOL)
• Decide the next steps in assisting callers, such as deciding who to refer a call to within or outside of the DOL
• Determine whether a call warrants further review or investigation and escalates those issues to the work lead position
• Conduct the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues
• Recommend important and relevant call center topics to recommend for inclusion in the call center resource guide while ensuring the resource guide is up-to-date, void of errors, and written in a clear and concise manner
• Collect call tracking data, such as total number of calls, call types, and other relevant call information to be used for investigative purposes, consumer outreach functions, and policy decisions

Complaint Intake and Data Management

• Gather and distribute unit mail while conducting the initial intake of written complaints received by the Unit
• Develop complex written communication on behalf of the DOL while providing substantive information in response to public inquiries and communicates with the supervisor and other programmatic supervisors regarding significant complaint trends and complaints needing immediate attention (e.g., potential case issues, whistle blower complaints, high visibility cases, claims impacting the DOL, etc.)
• Identify complaints related to entities under investigation and entities subject to pending or existing litigation while tracking specialize fraud topics required for review

This recruitment may be used to fill other Term-Limited positions within the Department of Law.

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate's qualifications and in compliance with the Equal Pay for Equal Work Act. Salary will be paid on a biweekly basis.

WHAT WE ARE LOOKING FOR

Residency Requirement:

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description:

H4M3XX Technician III

Minimum Qualifications and Substitutions

Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated.

Experience Only: Three (3) years of experience in customer service, administrative support, or clerical support. Of the three years of experience, one (1) year must include managing incoming or outgoing calls as a primary function of the job.

Or

Education and Experience: An associate or bachelor’s degree from an accredited college or university in business, public administration, English, sociology, psychology, communication, or a closely related field may substitute for the required experience on a year-for-year basis. However, the one (1) year of experience managing incoming or outgoing calls as a primary job function remains required and cannot be substituted with education.

If you are qualifying under the Education and Experience option listed above, you must submit a copy of your transcripts at the time of application. Unofficial transcripts are acceptable.

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Preferred Qualifications: In addition to the minimum qualifications, if you possess any of the following specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.

• Previous experience working for the State of Colorado
• Previous experience working in high volume call center answering inbound calls
• Experience beyond the required three years conducting complaint intake of complex issues
• Experience conducting methodical and systematic collection of data, gathering vast and diverse amounts of information
• Data management experience that requires adhering to strict data quality and data integrity processes
• Engaging in extensive research
• Experience in conducting document review for investigative and analytical purposes
• Bilingual skills to interact with Spanish-speaking consumers calling or writing for assistance, such as reviewing and translating consumer complaints and writing appropriate responses in Spanish
• Familiar with Microsoft SharePoint and Teams.
• Familiar with Salesforce software
• Experience with handling confidential information

Required Competencies

• Demonstrated accurate data entry skills
• Demonstrated customer service skills
• General computer skills and knowledge of MS Office (Microsoft Excel, Word, and Outlook)
• Must be detail oriented and have strong verbal and written communication skills
• Demonstrate strong critical thinking skills
• Ability to multitask and prioritize job duties

Conditions of Employment

• Applicants must pass a thorough background investigation prior to appointment.
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
• This position offers flexible work arrangements. Flexible work arrangements may change at any time based on business needs.

The Office of the Attorney General offers challenging, interesting, and meaningful work. We are an equal opportunity employer and believe that a diverse workforce adds quality and perspective to the services we provide to the public. Candidates with diverse qualities and backgrounds are encouraged to apply.

Assessment Information

Colorado Revised Statutes require that all state employees be hired and promoted through comparative analysis of merit and fitness. Upon meeting the minimum qualifications, the next phase of the process is typically a structured application/resume review by a panel of subject matter experts against the job duties and/or preferred qualifications in this job announcement to determine technical competence, depth and breadth of experience and potential job fit.

• Technical Competence – Technical experience as it relates to the duties outlined in this job announcement.
• Depth and Breadth of Experience – Experience that covers multiple areas outlined in this job announcement and demonstrates the level of responsibility assigned.
• Job Fit – Experience will be evaluated to determine how well experience aligns with and meets the business needs of this position. Current experience is preferred.

It is imperative that the “Work Experience” section of your application is complete and specifically addresses your qualifications, experience, work product, and accomplishments as they relate to the Description of the Job, Minimum Qualifications, and Preferred Qualifications as listed above. Failure to include adequate information or follow instructions by the closing date may result in your application not being accepted and/or may affect your inclusion in the final pool of eligible applicants as the materials may be used to identify a top group for additional assessment or establish an eligible list for referral to the hiring manager for final consideration.

Appeal Rights

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed, and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at [e-mail] within ten (10) calendar days from your receipt of notice or acknowledgment of the Department’s action.

For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules.

WHY WORK FOR US

We Embrace Flexibility

We aim to produce outstanding work product for our clients, be efficient with our time, and support each other as team members – which also means we embrace flexible working arrangements when and where possible.

We Are Committed to Diversity, Equity and Inclusion

At the DOL, our commitment to DEI is thriving. We know that we are better together when our differences are valued and everyone is inspired and empowered to contribute. As such, we strive to provide a safe environment where individuals feel valued and respected for who they are; demonstrate a behavior and mindset where differences are welcomed, and individuals are treated equally and empowered to do their best work; and promote growth and innovation through a diverse workforce. We empower an active Diversity Equity & Inclusion Impact Team that creates approaches to ensure safe spaces and a culture supportive of people being their authentic selves, hosts events and programs on DEI areas important to our employees, enables development and sustainability of resource groups that give a voice to historically marginalized populations, focuses on retaining our incredible talent, and more! If your professional goals include promoting growth and innovation with colleagues who recognize that we are better together when our differences are valued and respected, then DOL is your place to be!

We Have Strong Core Values

Our core values drive our actions. At the Department of Law, we are: 1) principled, maintaining the highest ethical standards, rigorous legal analysis, and careful evaluation of facts; 2) public servants, who are always ensuring our work is not about us, but instead is about the people of Colorado; 3) innovative, by seeking to identify the best approach, make deliberate decisions, and look to improve; and 4) "better together," by working to support each other and collaborate.

We are Committed to Developing our Employees

We are deeply invested in our talent and regularly provide meaningful opportunities for personal and professional growth through training and coaching. Further, our professional development and performance goal setting process is collaborative and ongoing, and aimed at helping our employees grow and succeed.

We Offer Excellent Benefits

In addition to the comprehensive State of Colorado benefits package including competitive medical, dental and vision health plans, employer-paid life insurance, paid holidays, retirement plans with Colorado PERA, and vacation and sick leave earned each month, there are many other unique benefits that we offer, including:

• Public Service Loan Forgiveness: As a state government employee, you might be eligible for the Public Service Loan Forgiveness program. A borrower may qualify for forgiveness by making 120 on-time payments while employed full-time in public service, if they have certain kinds of federal loans in a qualifying repayment plan
• Free access to an on-site fitness center
• Excellent work-life programs, such as flexible work schedules, professional development opportunities, and an employee discount program
• Employer-paid mental health and counseling services through Colorado State Employee Assistance Program
• Employer-paid annual attorney registrationdues
• Employer-provided access to professional development training and CLE through PLI, Department of Law University and other entities.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

ADAAA Requests

The Department of Law is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Julie Christopher at [e-mail].