Primary Duties: The Supervising Consumer Specialist will lead CARD's housing team which is responsible for the review, investigation and resolution of consumer complaints related to housing matters, such as landlord-tenant disputes, mortgage loan servicing problems, and residential mortgage foreclosures. Job duties include:

• Supervise a team of two to five consumer specialists, co-op students, and interns;

• Review and assign housing-related consumer complaints, manage team workflow, foster team collaboration, and serve as a training and information resource for CARD's housing team;

• Identify and track complaint trends and report unfair or deceptive business practices to CARD management and internal stakeholders;

• Maintain productive relationships with merchants, local consumer programs, legal services organizations, and government partners;

• Provide individualized assistance in response to actionable consumer complaints;

• Maintain up-to-date and accurate electronic records in the AGO case management database;

• Build an in-depth understanding on a wide spectrum of consumer rights statutes and regulations across multiple subject areas, in addition to housing;

• Assist with special projects and community engagement events;

• Other duties, as assigned by the Division Chief.

This role is based in the AGO's Boston location but requires occasional travel to AGO regional offices located in Worcester, Springfield, and New Bedford.

Position Type: Full-Time/Exempt. Our current hybrid model includes some remote workdays for most positions.

Salary: $76,905

To apply for this position: Please 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. Applications submitted via MassCareers website are not received.

You will be asked to submit a cover letter and resume when applying for this position. The application deadline is November 22, 2024.

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:

Eden Chorm, Managing Administrative Assistant

Consumer Advocacy & Response Division

(617) 963-2497

Qualifications

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-related services in a legal, government, or non-profit 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.

The position requires interpersonal, organizational, program planning, and analytical skills; effective writing skills and reading comprehension; proficiency with Microsoft Office Suite; proficiency using a database; a proven record of sound judgment and decision making; and proven customer service skills. The successful candidate must be able to work independently and in a team environment and be able to work with multiple deadlines across a variety of projects. The successful candidate will be able to demonstrate a connection to the people and communities we serve, and an interest in supporting a respectful and inclusive work environment.

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 .