Attention applicants: Do not apply for this position using the MassCareers website.
To apply, follow the link below to the Attorney General’s Office direct application page.
Supervising Consumer Specialist
Public Protection & Advocacy Bureau
Consumer Advocacy & Response Division
(All Office locations)
Location: This position may be based in the Boston Office or in one of our Regional Office locations (New Bedford, Springfield, Worcester), depending on preference of hired applicant.
Attorney General Maura Healey is looking for an experienced consumer advocate to serve as a Supervising Consumer Specialist and to assist in the review, investigation, and resolution of consumer complaints. The Supervising Consumer Specialist will be part of AG Healey’s Consumer Advocacy & Response Division (CARD). The Consumer Advocacy & Response Division receives and reviews complaints, advocates on behalf of Massachusetts consumers, and implements settlements entered into by the Attorney General’s Office (AGO) in various areas relating to the Office’s consumer protection efforts, including: debt collection, mortgage lending and servicing, housing, automobile sales and lending, utilities, and professional services. The Division also provides referrals and other assistance to consumers, performs research, engages in community outreach, and participates in public education trainings.
Primary Duties: A Consumer Specialist is a public-facing role in CARD and plays a central role in the Office’s handling of consumer complaints and inquiries from members of the public. A Consumer Specialist is responsible for three main activities:
- Respond to a variety of requests from the public, over the phone and in writing, which seek assistance, information, or guidance from the Office;
- Maintain up-to-date and accurate electronic records in the AGO database for all substantive interactions with the public;
- Provide individualized assistance to the public in response to an actionable request for assistance or complaint, which can include extended advocacy on a particular issue or series of consumer concerns, and making referrals to other internal divisions or external community partners.
The Supervising Consumer Specialist is responsible for overseeing and managing the work of Consumer Specialists on the Auto Team. The Auto Team is responsible for the Division’s work focusing on auto-related matters, such as auto purchases; financing; leasing; repossessions; application of State Auto Statutes – such as the Lemon, Lemon Aid, and Used Vehicle Warranty Laws; disputes arising from the sale of defective vehicles; and monitoring the behavior of auto dealerships across the Commonwealth. Such oversight includes the review and assignment of consumer complaints, managing team workflow, fostering team collaboration, and serving as a training and information resource.
The Supervising Consumer Specialist works closely with Consumer Specialists to identify trends and patterns of concerning behavior that target vulnerable populations. The Supervising Consumer Specialist is expected to support the development and progression of large investigations and initiatives handled by other Divisions within the Public Protection & Advocacy Bureau.
The Supervising Consumer Specialist is expected to build an in-depth understanding on a wide spectrum of consumer rights statutes and regulations, as well as be capable of handling general consumer inquiries via phone, mail, and electronic communication. The Supervising Consumer Specialist is also expected to assist with special division projects and outreach events.
Position Type: Full-Time/Exempt
To apply for this position, visit the Employment and Recruitment Portal of the Attorney General’s Office at: https://ago-ma.igreentree.com/CSS_External/CSSPage_Welcome.ASP and apply directly. Our hybrid model includes some telework days for most positions.
You will be asked to submit a cover letter, resume, and writing sample when applying for this position. The application deadline is November 22, 2022.
Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963-2041.
Do not select MassCareers “apply online” option to apply for this position. Applications submitted via this MassCareers website are not received by our Office.
Inquiries regarding position & status may be made to:
Mary Regan, Administrative Assistant
Consumer Advocacy & Response Division
Position Requirements: A Bachelor’s degree or equivalent experience is required. Preference will be given to those with a J.D. from an accredited law school. Preference will also be given to those with experience in individual consumer advocacy, mediation, or intake services in a legal, government, or nonprofit setting. Experience overseeing and supporting the work of others is also preferred. Preference will also be given to applicants who have demonstrated experience working with diverse populations. The ability to speak and understand Spanish, Portuguese, Haitian Creole, or Chinese (Mandarin or Cantonese) is a plus. A writing sample is required of all applicants.
The position also requires strong interpersonal, organizational, program planning, and analytical skills; strong reading abilities and comprehension; proficiency with Microsoft Office Suite; proficiency using a database; and strong customer service skills. Candidates must be able to work independently and in a team environment and have the ability to work with multiple deadlines across a variety of projects. Applicants should possess experience providing complex and confidential support in a high-profile environment. The successful candidate will be able to demonstrate a connection to the people and communities we serve, including historically marginalized communities, and an interest in supporting a respectful and inclusive work environment.
Please Note: COVID-19 vaccines are required of all AGO employees. Absent an approved medical or religious accommodation or pregnancy exemption, all new hires must be fully vaccinated prior to beginning employment with the AGO. Additionally, new hires are required to receive their first booster shot prior to the start of their employment, or within 30 days of eligibility, absent an approved medical or religious accommodation or pregnancy exemption. Our hybrid model includes some telework days for most positions.
The Attorney General’s Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General’s Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.
Do not select MassCareers “apply online” option. Any automated message generated by the Commonwealth of Massachusetts MassCareers website does not apply to posted positions at the Attorney General’s Office. You must apply directly at: www.mass.gov/ago/employment.