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Hillsborough County Government

Consumer Prot Investigator II (#CRPIV2GENN) GENN
$18.35-$29.13 Hourly / $3,180.67-$5,049.20 Monthly / $38,168.00-$60,590.40 Yearly




JOB OVERVIEW

Performs lead worker intake, investigation, and mediation on all levels of consumer complaints. Assists in office duties, consumer outreach programs, and special projects.

MINIMUM QUALIFICATIONS

A Bachelor's degree in Business, Public Administration, Criminal Justice, or a Social or Behavioral Science; and
One year of experience in consumer fraud investigations or mediation; and
Possession of a valid Driver's License.

Or

An equivalent combination of education, training and experience that would reasonably be expected to provide the job-specific competencies noted below.

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

  • Considerable knowledge of federal, state, and local consumer protection laws and regulations.
  • Considerable knowledge of public transportation vehicle for-hire rules, regulations, ordinances and laws.  
  • Considerable knowledge of investigative and research methods and techniques.
  • Considerable knowledge of negotiation and mediation strategies and techniques.
  • Working knowledge of court proceedings and testimony procedures.
  • Skill in conducting data research, field and office investigations.
  • Skill in making presentations as a witness in court and other proceedings.
  • Ability to research, collect, organize, and evaluate data to develop logical conclusions.
  • Ability to prepare and maintain reports and case files with findings and recommendations.
  • Ability to research and determine applicable laws, regulations and policies for individual cases.
  • Ability to use a computer terminal and related software.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to deal with the public.
  • Ability to work under stressful conditions.
  • Ability to work effectively with others.
  • Ability to use initiative and sound judgment.
  • Ability to follow oral and written instructions.
  • Ability to plan, organize and oversee the work of others.
  • Ability to conduct training activities.
  • Ability to handle confidential information.
  • Ability to safely operate a motor vehicle.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

  • Receives, analyzes and investigates consumer complaints involving single and multiple consumers, businesses, or defendants to determine the validity of the complaint, and to identify civil or criminal violations of federal, state and consumer protection laws, statutes and ordinances.
  • Coordinates with Chief Investigator to initiate and plan case management activities in order to effectively use investigative time in the prompt and efficient resolution of cases.
  • Researches business records, corporate registration and other public records to determine proper issuance of licenses, corporate status, fictitious names, permits and business tax licenses through the use of both standard and online resources.
  • Conducts onsite field investigations to gather information or evidence pertinent to the consumer complaint case.
  • Establishes and maintains case management files, including documentation, evidence, computer databases and accounts of witnesses to provide accurate recording and availability of case information.
  • Conducts visual inspections of vehicles for-hire for compliance with mechanical and operational standards, cleanliness and appearance, and safety regulations.
  • Investigates vehicle for-hire complaints from the public and business establishments, writes investigative reports, and determines if criminal, civil or administrative violations of public transportation laws, ordinances and rules have occurred.    
  • Mediates and/or negotiates matters between consumers and respondents to resolve consumer complaints and presents recommendations to management for review.
  • Compiles fact finding investigative reports to forecast, identify and quantify emerging consumer protection trends and procedures.
  • Counsels individuals and presents consumer education programs to the public and private organizations to advise them of consumer protection ordinances, rights, and recognition of deceptive practices.
  • Patrols Hillsborough County roads and highways to enforce vehicle for-hire rules, ordinances and laws, and identify violations.
  • May issue correction cards and official citations for violations of consumer and vehicle for-hire laws, ordinances, and regulations.   
  • Coordinates criminal investigations with law enforcement agencies, State Attorney's Office, the Attorney General's Office and other regulatory agencies to ensure successful prosecution, and may assist in arranging for the apprehension of individuals by law enforcement agencies with arrest authority.
  • May appear in court or administrative hearings to provide testimony, investigative findings, and evidence.     
  • Trains, coaches, and oversees the work of new or subordinate employees when needed.
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.


CLASS: CRPIV2GENN; EST: 5/19/2004; REV: 10/9/2017;