INVESTIGATOR CONSUMER PROTECTION BILINGUAL IN SPANISH AND ENGLISH

Code: 04923 Local Competitive

Official job specification

The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.

Definition

Under direction, makes office and field investigations of consumer complaints; does other related duties as required.

Examples of work

• Conducts office and field investigations of a routine nature originating from complaints received from the general public alleging inequities in various consumer transactions.
• Assists complainants who appear in person by having them prepare written statements of the complaint and informs them of the documentation required to support the complaint.
• Resolves complaints of a routine nature by communicating with the subject of the complaint, stating the nature of the complaint, and requesting that subject contact the investigator to rectify a wrong, if applicable.
• Studies contracts, sales agreements, guarantees, warranties, and advertising material to aid in determining the rights of complainants and to seek any evidence of misrepresentation.
• Investigates complaints and obtains data in accord with established rules which will be used as a basis for settlement of the complaint or, if required, administrative or legal action.
• Interviews merchants, manufacturers, contractors, and others to obtain factual or comparative data relative to complaints under investigation.
• Assists investigators of higher grade in some of the detailed phases of complex investigations.
• Makes onsite inspections to verify the validity of complaints.
• Interviews third parties who may be called as witnesses to substantiate or refute causes for complaint.
• Arranges and may participate in informal conferences.
• Confers with supervisor in preparing cases for hearing.
• Conducts surveys or collects other data relevant to consumer fraud problems.
• Acts as a witness for the county or municipality in a state administrative hearing or in county or municipal court proceedings involving fraud relating to consumer purchases or services.
• Provides training to consumer protection aides.
• Maintains essential records and files.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.

Education

Satisfactory completion of at least sixty (60) semester hour credits at an accredited college or university.

Experience

One (1) year of office and/or field experience conducting investigatations or one (1) year of experience as a field representative of a public or private organization investigating varied consumer or customer related activities.

License

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.

Knowledge, skills and abilities

Knowledge of consumer problems as they affect a program of consumer complaint investigation. Knowledge of and familiarity with investigative procedures and techniques of interviewing. Ability to organize assigned field work, analyze problems arising therein, and develop appropriate work methods. Ability to do assigned field and office investigative and reporting work concerned with the problems generally of a routine nature arising from consumer complaints. Ability to provide assistance and information to complainants who appear in person. Ability to resolve complaints of a routine and uncomplicated nature. Ability to interview merchants, manufacturers, contractors, and others to obtain factual or comparative data and to make onsite investigations. Ability to prepare cases for administrative hearings. Ability to prepare reports of investigation following established procedures. Ability to maintain essential records, files, and reports. Ability to deal with others in a courteous and tactful manner. Ability to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units. Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication. Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible. This job specification is applicable to the following title code(s) which are different work week or work month and/or variants of the job class title: Job Spec Code State, Local or Common Class of Service Work Week State Class Code Local Class Code Salary Range

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed. NOTE: Appointments may be made to positions requiring bilingual skills. Bilingual in Spanish and English. SPECIAL SKILL Applicants must be able to read, write, speak, understand, or communicate in Spanish and English sufficiently to perform the duties of this position. Applicants who do not possess the required education may substitute additional experience as indicated on a year-for-year basis with thirty (30) semester hour credits being equal to one (1) year of experience. Appointees may be required to satisfactorily complete a basic certification course administered by the Office of the Attorney General, Division of Consumer Affairs. LC N/A14-Bilingual In Spanish And EnglishLC N/A14- This job specification is for government use only. Salary range is only applicable to state government. Local salaries are established by individual local jurisdictions. 10/20/2005