Program Specialist 3, Consumer Protection Division, WA State Office of the Attorney General

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

Position and Salary 

The Attorney General’s Office is recruiting for a permanent full time Program Specialist 3 in the Consumer Protection Division, Consumer Services Unit & Consumer Resource Center. This position supports the Manufactured Housing Dispute Resolution Program. This position is located in Seattle, Washington, and is represented by the Washington Federation of State Employees (WFSE). 

Salary Range 53: $56,880 - $76,608

The base pay offered will take into account internal equity and may vary depending on the preferred candidate’s job-related knowledge, skills, and experience.

The following stipends may apply based on position requirements:

• Incumbents assigned to our Seattle office location receive an additional 5% King County Location Pay stipend.  
• Incumbents assigned to a position designated as requiring dual language skills will receive a 5% Dual Language Requirement Pay stipend. 

The AGO provides a workplace that is understanding of work-life balance and promotes advancement by offering a wide variety of professional development and growth opportunities.

Excellent benefits:
 
Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s); Vacation, Sick, and Other Leave; 11 Paid Holidays per year; Public Employees Retirement System (PERS) plans; and Life Insurance.  Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more. With the goal of employee health and wellness, we also offer:

• Flexible schedules and part-time/hybrid telework options;
• A Wellness Program, an Infants in the Workplace Program, and the Employee Assistance Program, which provides counseling, webinar, and other cost-free support resources;
• Numerous employee-driven affinity groups to foster community and connection, including Bereavement, Elder Care, Parenting, POC, LGBTQ+, Veterans and more. The AGO is a place to belong and make a difference!

About the Consumer Protection Division, Consumer Services Unit:

The Consumer Protection Division is composed of attorneys and professional staff. The division enforces the Consumer Protection Act (RCW 19.86) and other statutes to help keep the Washington marketplace free of unfair and deceptive practices. The division investigates and files legal actions to stop unfair and deceptive practices, recovers refunds for consumers, seeks penalties against offending entities, and recovers costs and fees to ensure that wrongdoers pay for their actions. 

The Consumer Services Unit provides direct services to the public. The consumer services unit includes the Consumer Resource Center (CRC), the Lemon Law Administration, the Manufactured Housing Dispute Resolution Program, and Outreach Services. 

Duties and Essential Functions of a Program Specialist 3, Lead Agent, in the Consumer Resource Center: 

This position supports the Consumer Services Unit, Consumer Resource Center. The Consumer Resource Center (CRC) handles consumer complaints and phone calls from the public and receives approximately 25,000 complaints and 25,000 phone calls each year. The CRC has four work units: 1. Intake of new complaints, 2. Review and assignment of new complaints, 3. Complaint processing, and 4. Call Center.

This position is a designated lead agent and assists the CRC supervisors by overseeing the delivery of daily services provided by one of the four units in the Consumer Resource Center, as assigned, and providing information to PS2 agents regarding work unit policies and procedures to assist them respond to callers and process complaints. This position also performs the work of each work unit and may be assigned to perform work in any of the Consumer Services Unit Programs.

Duties include, but are not limited to:

• Providing Excellent Customer Service
• Application of relevant policies and procedures
• Overseeing the work performed by the assigned work unit
• Performs work delivering services in all work units
• Processes consumer complaints 
• Answers calls from the public regarding program services
• Leads PS2 agents in locating relevant policies and procedures, and resources and referrals
• Provides back-up support to other work units as assigned 

Our ideal candidate is customer service driven with excellent analytical and communication skills with high attention to detail. They will thrive in a fast-paced work environment and effectively prioritize and multi-task. They will show pride in their work and identify their success through the success of the entire team and in service to the public. They will contribute to a positive work environment that is inclusive.

This position may be assigned to provide services and information in languages other than English by use of a translation service and/or demonstrating proficiency in speaking, reading, writing, and translating in English and at least one other language.

This recruitment announcement may be used to fill multiple open positions for the same classification, in addition to the position(s) listed in this announcement.

Qualifications: 

Option 1: A bachelor’s degree, or associate’s degree plus one year call center experience and three years’ experience providing services directly to consumers in the service industry and experience overseeing a work unit’s productivity/work product quality.

Option 2: A high school diploma or equivalent plus one year as a Program Specialist 2 in the Attorney General’s Office, Consumer Protection Division Programs. 

Option 3: A high school diploma or equivalent plus two years as a Program Coordinator in the Attorney General’s Office, Consumer Protection Division Programs.

About the Washington State Office of the Attorney General   

Join an agency whose work impacts the lives of every resident of Washington State. The Attorney General’s Office (AGO) touches the lives of every resident in this state.  We serve more than 230 state agencies, boards, commissions, colleges and universities, as well as the Legislature and the Governor.  The Office is comprised of nearly 700 attorneys and 800 professional staff, all working together to deliver the highest quality professional legal services to Washington state officials, agencies, and entities.  This includes: 

• Economic justice and consumer protections (safeguarding consumers, protecting youth, seniors, and other vulnerable populations)
• Social justice and civil rights (addressing discrimination, environmental protection, and veteran and military resources)
• Criminal justice and public safety (investigative and prosecutorial support, financial crimes)
• And much more!

Our agency also has national reach, representing the State of Washington before the Supreme Court, the Court of Appeals and trial courts in all cases that involve the state’s interest.  If you want to make a difference, we may be the perfect fit for you!   Learn more about the AGO here.  

Commitment to Diversity 

Diversity is critical to the success of the mission of the AGO. This means recognizing, respecting, and appreciating all cultures and backgrounds-- and fostering the inclusion of differences between people.  Appreciating, valuing and implementing principles of diversity permits AGO employees to achieve their fullest potential in an inclusive, respectful environment. One recent measure of the AGO's commitment to diversity can be found in its nomination for Rainbow Alliance and Inclusion Network's "Outstanding Agency Award" in 2019.  Our commitment to employee wellness is reflected in earning the 2024 Zo8 Washington Wellness Award.

APPLICATION INSTRUCTIONS:

In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position:

• A letter of interest, describing your specific qualifications for the position;
• A current resume detailing experience and education.

READ THE FOLLOWING INFORMATION COMPLETELY:

• Carefully review your application for accuracy, spelling and grammar before submitting.
• You may not reapply to this posting for 30 days.
• The initial screening of applications will be solely based on the contents and completeness of the “work experience” and “education” sections of your application in www.careers.wa.gov, completeness of the application material submitted, and responses to the supplemental questionnaire.
• A resume will not substitute for completing the “work experience” section of the application.
• All information may be verified and documentation may be required.

Equal Employment Opportunity and Accommodations Requests

Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees and volunteers enjoy a respectful, safe and supportive working environment. Only by fostering the inclusion of people from all backgrounds, cultures and attributes, can AGO employees and volunteers achieve their fullest potential and best advance the goals and mission of the AGO.

The AGO is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation/gender identity, age, disability, honorably discharged veteran or military status, retaliation or the use of a trained dog guide or service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

For questions regarding this recruitment or assistance with the application process, please contact the recruitment team at HREmployment@atg.wa.gov.

If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.