INVESTIGATOR CONSUMER PROTECTION

 DEFINITION:

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

 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.

 04923- 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. 

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.

REQUIREMENTS:

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

  NOTE: 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.

  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.

 NOTE: Appointees may be required to satisfactorily complete a 
 basic certification course administered by the Office of the Attorney General, 
 Division of Consumer Affairs.

 KNOWLEDGE 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
Variant
State,
Local or
Common
Class of
Service
Work
Week
State
Class
Code
Local
Class
Code
Salary
Range
Note
02181
L
C
  
N/A
14
-
04923
Bilingual In Spanish And English
L
C
  
N/A
14
-

This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.

 10/20/2005