Dir. Mayor's Office of Consumer Inform.

City of Springfield • Springfield, MA • 1h ago

Director Mayor\'s Office of Consumer Information Position
Purpose/Summary Pursuant to the Local Consumer Program Statutory
Guidelines of the Massachusetts Attorney General?s Office (hereinafter
?AGO?), the Director?s job description is as follows: Essential
Functions Strict adherence to the AGO?s Guidelines in the
administration, processing and mediation of consumer complaints.
Participate in telephone conferences and/or meet with consumers for
intake, assessment and resolution of complaints. Conduct field visits to
entire Hampden County and sections of Worcester County coverage area
businesses to ensure compliance with consumer protection regulations.
Organize and participate in extensive mandatory outreach work throughout
coverage area (schools, colleges, civic organizations, churches, etc.)
including but not limited to presentations, workshops, panel guest and
educational forums, which may include evenings and weekends. Prepare and
gather pertinent outreach materials in preparation for outreach.
Maintain up-to-date consumer library/inventory of handouts, pamphlets
and brochures. Draft press releases and provide media (local news, talk
show and newspaper) interviews regarding consumer protection rights and
scams targeting our area. Review and screen new consumer complaints for
assignment and handling, transfer to other agency, or other action
deemed necessary. Review incoming mail and emails from consumers and
merchants. Recruit, train, and supervise staff. Review assigned cases on
a weekly basis for progress, evaluation, assessment and strategy in
resolving complaints. Recruit, train and supervise student interns and
volunteers. Handle and mediate complex consumer complaints
(foreclosures, auto repossessions, unfair and deceptive practices and
credit). Mediate consumer complaints in a timely and efficient manner.
Keep accurate and up-to-date @typed notes on each assigned case. Review
drafts of outgoing correspondence for accuracy and final approval.
Research recent legislative changes to consumer protection regulations
and laws to effectively mediate complaints and educate consumers and
staff. Provide consumer education to callers and walk-ins to determine
basis for a complaint and/or referral. Intake all Spanish-speaking-only
consumers. Attend AGO meetings in Boston and locally and/or participate
in telephone conferences for training. Regular interaction with the AGO
and other Local Consumer Program Directors and offices to discuss
mediation strategies and support. Write and submit consumer-related
articles for local bilingual newspapers. Process and submit purchase
orders for supplies, etc. through MUNIS. Prepare and submit required
monthly statistical reports to the AGO regarding administration of
complaints (i.e. cases opened/closed, number of telephone calls, etc.)
Submit mandatory quarterly financial reports to the AGO. Write annual
grant for Local Consumer Program. Perform quarterly visits to
civic/municipal agencies in coverage areas to discuss consumer issues.
Perform investigative work on the internet and telephone for processing
of complaints (locate businesses, etc.) and for consumer education.
Knowledge, Skills, and Abilities Thorough knowledge of consumer rights.
Ability to successfully mediate disputes between consumers and
businesses. Ability to plan, assign, supervise and review the work of
professional and non-professional subordinates. Ability to perform
independent research Ability to establish and maintain effective working
relationships with associates, municipal officials, court officials, and
the general public. Education and Experience Bachelors degree in related
field preferred. Management or relevant experience preferred. Bi-lingual
English-Spanish speaking strongly preferred SEE THE CITY OF SPRINGFIELD
WEBSITE FOR COMPLETE JOB DESCRIPTION

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