Duties and Responsibilities

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 a single consumer and business or defendant to determine the validity of the complaint, and identify civil or criminal violations of federal, state and consumer protection laws, statutes and ordinances.
• Research 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 on site, 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 of case information.
• 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.
• Safely operates and maintains assigned vehicles.
• May appear in court or administrative hearings to provide testimony, investigative findings, and evidence.
• May perform intake task to assist veterans and consumers with benefits information and claims. Performs other related duties as required.

Job Specifications

• Knowledge of federal, state, and local consumer protection laws and regulations.
• Knowledge of public transportation vehicle for-hire rules, regulations, ordinances and laws.
• Knowledge of investigative and research methods and techniques.
• Knowledge of negotiation and mediation strategies and techniques.
• 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 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 handle confidential information. Ability to safely operate a motor vehicle.

Physical Requirements

• This position typically takes place in an office environment.
• May require frequent local travel.
• Requires sitting for an extended period of time.

Work Category

• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
  

Minimum Qualifications Required

• An associate degree in business, Public Administration, Criminal Justice, or a Social or Behavioral Science; OR
• An equivalent combination of education (not less than a high school diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies noted above; AND
• Possession of a valid Florida Driver's License.