Mediator and Intake Specialist

Be a member of a collaborative team of employees engaged in mediating consumer complaints by negotiating with consumers and businesses for equitable resolutions on behalf of both parties. The Mediator and Intake Specialist’s responsibilities will include but are not limited to communicating and interacting with consumers and businesses on consumer-related complaints, analyzing, documenting, researching, and resolving consumer complaints in accordance with the laws, rules, and regulations enforced by DCWP, maintaining Agency database and providing reports as needed, performing data entry and inputting detailed, accurate notes in Agency’s system(s) as needed. Providing timely follow-up and closure for each consumer complaint, answering calls and directing callers to appropriate channels in a timely manner, delivering accurate and complete information to callers, processing mail within assigned timeframes, providing front desk reception coverage and assisting walk-in consumers with filing complaints, preparing training materials, maintaining knowledge database, and training others as needed. Provide intake and mediation efforts for hotel and broker fees complaints, and perform other tasks and assignments as directed.