Position Information

NY HELPNo

AgencyState, Department of

TitleProgram Associate / Vacancy ID# 210093

Occupational CategoryOther Professional Careers

Salary Grade663

Bargaining UnitM/C - Managerial/Confidential (Unrepresented)

Salary RangeFrom $115283 to $145682 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Exempt Class

Travel Percentage 10%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Albany

Street Address 99 Washington Ave

City Albany

StateNY

Zip Code12231

Job Specifics

Duties Description Under the general direction of the Deputy Secretary of State for Economic Empowerment, and under the direct supervision of the Executive Director of the Division of Consumer Protection and the Deputy Director of the Division of Consumer Protection, the Director of the Consumer Assistance Unit is responsible for the following duties:

Consumer Assistance Unit (CAU) Administration
• Directly supervise and execute the performance evaluations of the CAU Consumer Services Rep 2’s and administrative support staff.
• Support the CAU Consumer Services Rep 2’s supervision and performance evaluations of the CAU’s Consumer Services Rep 1’s.
• Manage and direct the work of the CAU administrative support staff to best support the needs of the CAU.
• Manage the CAU to ensure equitable complaint distribution and proper staff coverage of the Division’s Consumer Helpline.
• Monitor and maintain operation of the IVR system and complaint management system, and work with appropriate Agency technical staff to report any problems, concerns, or maintenance needs.
• Monitor and approve the monthly billing of the Consumer Helpline.
• Ensure participation and completion of all mandatory Statewide Learning Management System classes by CAU staff.
• Create, maintain, and update CAU Policies and Procedures.
• Generate and compose the CAU submissions for weekly, monthly, and annual reports, Strategic Operating Plans, Internal Controls, and any other reports relevant to the work of the CAU, as directed.
• Perform other duties as assigned or as necessary.
•
Consumer Assistance Unit (CAU) Operations
• Oversee staff processing consumer complaints, including timeliness, quality of service, case management and disposition.
• Oversee the efficient maintenance of electronic and paper copy consumer complaint files and records, adhering to document retention schedules.
• Handle escalated complaints directly or delegate such escalated complaints to the Executive Director of the Division of Consumer Protection or other senior Agency staff, as necessary.
• Maintain communications and coordinate meetings with other Agencies or state authorities as necessary to advance the mission of the Division.
• Refer complaints requiring legal expertise or legal research to program counsel or the Executive Director of the Division.
• Draft and edit all CAU form letters as needed to reflect important content, style, and Agency message.
• Assist the Executive Director of the Division and the Office of Public Affairs in supplying complaint data to respond to media queries.
• Create and produce reports related to consumer complaint data as directed.
• Provide CAU staff with salient information and guidance on the latest scams, security breaches, and consumer protection trends.
• Develop CAU goals and strategic operating plan items to move the CAU forward and respond to the changing marketplace. Create framework, delegate team tasks, and manage action plan and team contributions to achieve Program goals.
• Provide data on consumer dispute trends, growing scams or marketplace developments to elevate emergent issues to the Executive Director and DOS Executive staff.
• Coordinate the administration of the State’s Identity Theft Prevention and Mitigation Program
• Contribute to the development, drafting, review and updating of digital presentations, Consumer Alerts, brochures, and other printed education materials to ensure information is current, relevant, and reflects the current marketplace and trends.
• Work with interagency staff to ensure the appropriate handling of complaints and referrals from the Governor’s Office, the legislature and other government officials.
• Assist with the planning and manage the execution of Executive initiatives in response to major disruptions to the marketplace, such as extreme weather events, pandemics, etc.
• Manage the updates and revisions to the CAU section of the Division website, ensuring information is current, accurate and beneficial to consumers.
• Participate in national and regional consumer protection working groups.
• Participate in consumer protection presentations and tabling events, as directed.
• Represent the Division, as directed.

Minimum Qualifications The Department of State (DOS), Division of Consumer Protection (DCP), is seeking a qualified candidate to serve as the Director of the Consumer Assistance Unit (CAU). The CAU is critical for the State’s economic stability and consumer financial health. It provides direct assistance to consumers through the Consumer Assistance Helpline, which is an important support mechanism for consumers that are increasingly aggrieved in today’s ever-changing marketplace. Additionally, the CAU mediates consumer disputes with business in the marketplace and serves as the administrator of the Identity Theft Prevention and Mitigation Program, established in 2009.

Minimum Qualifications:

Education/Experience:
Applicants must have a bachelor’s degree from an accredited college or university and six* years’ specialized experience, including three years of supervisory or one year of management experience.

*Substitutions: four years of specialized experience or associate’s degree and two years of specialized experience may substitute for bachelor’s degree; J.D. or master’s degree may substitute for one year of specialized experience; Ph.D. may substitute for two years of specialized experience.

Specialized Experience:
• Experience in the formulation, implementation and or/evaluation of program policies related to consumer protection.
• Management or supervision of a call center.
• Negotiation, mediation or conflict resolution training or experience.
• Demonstrated ability to create and maintain relationships with stakeholders.
• Prior work with New York State government agencies or public-facing government programs.

Preferred Qualifications:
• Familiarity with Microsoft Dynamics 365 based systems and PowerBI.
• Proficient in Microsoft Office 365 applications including Word, Excel, Outlook and SharePoint.
• Excellent written and verbal communication.
• Strong public presentations skills.

Additional Comments The Department of State is proud to be an equal opportunity employer. We encourage women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability status, arrest record or criminal conviction history, or any other category protected by law.

We are happy to provide reasonable and religious accommodations during the hiring process for those in need. If you have a disability or special need that requires accommodation, please send a request to HRM.Recruitment@dos.ny.gov.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name Human Resources / RC

Telephone 518-474-2752

Fax

Email Address HRM.recruitment@dos.ny.gov

Address

Street 99 Washington Ave.

Suite 1150

City Albany

State NY

Zip Code 12231

 

Notes on ApplyingIf you are interested and meet the minimum qualifications above, email your cover letter, resume, degree/transcript, and New York State Part 1 Application (https://dos.ny.gov/employment-opportunities) to HRM.Recruitment@dos.ny.gov. Please include Title, Location and Vacancy ID # you are applying for in the subject line of your email.