This information is for reference only. These classifications are no longer valid and were replaced 7/1/2020.
This is professional and supervisory work in a state agency responding to inquiries and complaints from the general public regarding regulated business entities.
An employee in this class is responsible for planning, coordinating and implementing processes and procedures to provide quality consumer services. Work includes supervising and training a small number of consumer services staff, coordinating a high-volume workload tracking and distribution system, providing consumers with requested information and explanations and serving as liaison to resolve disputes or claims. Work also includes receiving, analyzing, investigating and resolving highly complex and/or sensitive complaints, providing advice and assistance to consumer service staff and may include testifying in legal proceedings and participating in special projects. Work is performed under the general supervision of a designated administrative superior and is primarily reviewed through conferences and the submission of reports; however, the employee exercises considerable independent judgment and discretion in the performance of assigned responsibilities.
Applicants must meet one of the following eligibility requirements:
(The following minimum qualifications will determine merit system eligibility. Allowable experience and education substitutions are provided in italics below the corresponding minimum qualification statement. These minimum qualifications may also be used to evaluate applicants for Missouri Uniform Classification and Pay System positions not requiring selection from merit registers.)
Two years of experience as a Consumer Services Specialist II.
OR
Four years of professional or technical experience in consumer services, public relations or business or public administration; and graduation from an accredited four-year college or university with specialization in insurance, risk management, business or public administration, social sciences, public relations or closely related areas. (Graduate work in the specified educational areas may be substituted on a year-for-year basis for deficiencies in the required experience.)
This description may not include all of the duties, knowledge, skills, or abilities associated with this classification.
Supervises and evaluates a small consumer services staff; monitors the quality and timeliness of staff responses; interprets laws and regulations to subordinate staff members.
Trains staff on handling inquiries and complaints, entering consumer information into the tracking system, maintaining resources and applying departmental rules, regulations, procedures and applicable laws.
Supervises the receipt and response to consumer inquiries regarding insurance, utility or other regulated industry matters and the investigation and resolution of consumer complaints regarding claim disputes, billing practices and related policy issues.
Communicates with consumers to resolve/mediate highly complex and sensitive inquiries and/or complaints.
Coordinates workload distribution to ensure efficient program operation.
Collects data in order to measure staff and departmental productivity; analyzes data and runs ad-hoc and on-demand reports; serves as the contact for system enhancements or improvements.
Interacts with managerial, legal, technical and other professionals to evaluate problems and determine reasonable solutions.
Receives, researches, investigates and responds to consumer or media requests.
Assists in the design and development of informational materials relating to major issues affecting consumers.
Participates in meetings and individual conferences with agency management and professional staff in order to resolve complex problems, address policy issues, update knowledge and exchange information related to departmental decisions and activities.
Participates in the development and implementation of program policies, procedures and activities.
Evaluates information received from consumers to determine the appropriate action.
Provides advice and assistance to staff regarding administrative or technical problems that do not follow prescribed patterns and procedures and may raise policy or other special questions.
Participates in the preparation of the program budget; collects data to support cost/benefit analysis of program.
Functions as liaison with government officials, legislators, professional staff, community or private organizations, the media and state and federal agencies; serves as department representative on committees.
Testifies in legal proceedings on matters relating to complaints, investigations, billing practices and other consumer services issues.
Participates in consumer education activities; represents the agency at speaking engagements; makes presentations on general topics and the services provided.
Assumes managerial duties in the manager’s absence.
Performs other related work as assigned.
Considerable knowledge of local, state and federal laws, rules and regulations and procedures pertaining to the field in which consumer services are provided.
Considerable knowledge of insurance, utility or other regulated industry practices, terminology, tariffs, claims processing and complaint procedures.
Working knowledge of the principles and practices of effective supervision and training.
Working knowledge of techniques and principles pertaining to automated information systems, including data input, collection, retrieval, manipulation, interpretation and dissemination.
Ability to collect, organize and analyze facts and present logical solutions to problems.
Ability to communicate effectively and to prepare clear and concise reports.
Ability to exercise considerable independent judgment and discretion and work with minimal supervision.
Ability to plan and coordinate the activities of staff engaged in program implementation and direct client service.
Ability to prepare and collect data for completion of the program budget.
Ability to establish and maintain effective working relationships with other employees, consumers, insurance company or utility representatives, state officials, community representatives and the general public.