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Consumer Protection Agent I/II

Section: Bureau of Consumer Protection/Public Protection Division

Location: Pittsburgh, Harrisburg, or Philadelphia

Telework: This position will report to the headquartered location a minimum of 2 days per week. You may have the opportunity to telework the remainder of the week, if desired and based on business need.

Position Type: Full-time, Non-civil service, Union

Work Hours: 8:30 – 5:00

Salary Range: CPA I, Pay Range 6 – Starting salary of $56,541

CPA II, Pay Range 7 – Starting salary of $64,574

Basic Function

An employee in this position is responsible for mediating consumer complaints, investigating violations of consumer laws, and educating the public on the function and jurisdiction of the Bureau of Consumer Protection. A Consumer Protection Agent II (CPA II) may be required to provide on-the-job training to lower-level agents. Employees utilize a variety of investigative techniques including interviewing witnesses and complainants, and reviewing business records, correspondence, and other documents. An employee receives assignments from a supervisor or attorney. Work is evaluated by a supervisor to ensure the compliance with protocols and procedures as well as the utilization of appropriate investigative techniques when collecting and evaluating evidence and to ensure that employees reach sound conclusions in investigative and mediation work.

Examples Of Duties

• Conducts, or assists with the conduct of, investigations into fraud, misrepresentation, and deception in the sale, servicing, and financing of consumer goods and products, and into commercial and trade practices in the distribution, financing, and furnishing of goods and services
• Collects, or assists with the collection of, evidence by interviewing parties and witnesses to obtain testimonies, and examining business records, correspondence and other documents
• Evaluates, or assists with the evaluation of, collected information by comparing various witness or party testimonies to one another and comparing collected written information to witness and party testimonies in order to verify facts
• Prepares, or assists with the preparation of, subpoenas and access letters, and serves subpoenas
• Prepares, or assists with the preparation of, written summary reports by writing an evaluation of the collected (evidence) information and recommending the course of action to be taken based on the evaluation
• Conducts, or assists with the conduct of, hearings on consumer complaints
• Testifies in court as a prosecution witness
• Appears before public consumer groups in order to disseminate consumer related information
• Recommends changes in business practices so that businesses may avoid violating consumer laws
• Performs, or assists with the performance of, undercover assignments by posing as a consumer
• Performs related duties as required

Minimum Experience and Training

Consumer Protection Agent I:

• A Bachelor's Degree OR
• Four years of investigative, paralegal, consumer relations, or other applicable areas of experience OR
• Any equivalent combination of experience, training, and education

Consumer Protection Agent II:

• One year of experience as a Consumer Protection Agent I OR
• A Bachelor's Degree and one year of investigative, paralegal, consumer relations, or other applicable areas of experience OR
• Any equivalent combination of experience, training, and education

Preferred Knowledge, Skills, and Abilities

• Knowledge of investigative principles and techniques
• Ability to ascertain facts by interviewing parties and witnesses and examining business records, correspondence, accounting ledgers, and tax returns
• Ability to establish and maintain effective rapport with parties and witnesses
• Ability to evaluate and analyze significant and relevant facts, figures, reports, and other information and draw sound conclusions from the information
• Ability to assemble, organize, interpret, and present information relevant to laws, rules, procedures, reports, and other sources both orally and in writing to persons with varying degrees of information and technical expertise
• Ability to motivate, lead, and persuade persons with differing viewpoints, priorities, and objectives to resolve existing problems and differences
• Ability to effectively communicate with the public and other governmental agencies