Complaint Analyst

About the role

The South Carolina Department of Consumer Affairs is the state’s consumer protection agency. Established in 1974, SCDCA is charged with protecting consumers from inequities in the marketplace through advocacy, mediation, enforcement, and education. With an unrivaled complaint processing portal, an award-winning communications staff, and dedicated staff overseeing more than 120 statutes DCA administers and enforces, SCDCA offers invaluable services to every citizen in SC.

We’re looking for a dependable, energetic, self-starter with good communication skills to join our agency in providing excellent customer service for staff, consumers, and businesses in our Legal Division.

Primary Purpose

Do you have a customer service or call center background? Do you enjoy assisting others? Do you enjoy learning new things and solving problems? If so, SCDCA has the position for you.

The Investigative Analyst is responsible for assisting in the review and resolution of complex consumer complaints assigned to the Legal Division. The position monitors complaints against businesses such as pawn brokers, mortgage loan brokers, physical fitness centers, preneed funeral contract providers, automobile dealers, creditors, credit counseling/repair companies, and other regulated entities for compliance with state and federal laws. The position also supports the investigators and attorneys in preparing for enforcement actions. The successful candidate will ensure a complaint is processed, analyzed, referred to other members of the Legal Division for additional investigation and/or enforcement, and closed per division policies and procedures.

Day-to-day activities

• Approve assigned complaints in a timely manner.
• Maintain effective communication with businesses and consumers throughout the complaint process.
• Compose appropriate letters, memoranda, reports, and other forms of written communications.
• Analyze consumer complaints to ensure all necessary information is received for approval and processing.
• Review and investigate all aspects of a particular complaint including required contractual provisions, disclosures, and other documents and statements to identify possible violations of state and federal laws under the Department’s jurisdiction.
• Confer with appropriate staff to determine if a violation of the statute has occurred.
• Review business responses to ensure complaint issues are adequately addressed and determine most appropriate next steps.
• Document all complaint activities electronically.
• Respond to voicemails and emails in a timely manner.
• Provide information and assistance to consumers during walk-in interviews.
• Promote a positive customer service mindset to surpass the expectations of our internal and external clients.
• Contribute to individual quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy, and security.
• Perform other related duties as assigned.

Minimum Requirements

• A high school diploma and relevant program experience.
• A bachelor's degree may be substituted for the required program experience.

Additional Requirements

• Excellent communication skills both verbal and written.
• Exceptional data entry and keyboard experience.
• Ability to multi-task and handle multi-line phone.
• Must be extremely adaptable and able to follow a task or directive through, despite unfamiliarity with task at hand.
• Professional demeanor and attitude including dress, timeliness, and dependability.
• Must be able to interact with people from diverse backgrounds and deal courteously with the general public and staff.
• Ability to establish and maintain effective working relationships with businesses and agency employees.
• Independent decision making and discretion are essential requirements.
• May be required to perform occasional on-site visit to gather information pertinent to resolving complaints.