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

Full Job Description

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. This position is located in downtown Seattle, Washington, and is represented by the Washington Federation of State Employees (WFSE).

Program Specialist 3 (Range 53) salary range: $58,584 - $78,912

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 enforces consumer protection laws to help keep the Washington marketplace free of unfair and deceptive practices.

It provides information and education to businesses and to the public on consumer rights and issues and sends out alerts and press releases when consumers or businesses are targets of fraudulent or predatory activities.

The Consumer Protection Division also administers the Washington State Lemon Law Program and the Manufactured Housing Dispute Resolution Program.

Consumer Services Unit Programs answer calls, process written complaints from the public on a multitude of issues and provide resources and referral information to assist constituents.

This position’s primary assignment will be with the Manufactured Housing Dispute Resolution Program. This position may also provide support services to all consumer services units including the Consumer Resource Center, Lemon Law Administration, and Language Access Services.

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

The Consumer Services Unit is comprised of four distinct programs: Consumer Resource Center (CRC), Lemon Law Administration (LEM), Manufactured Housing Dispute Resolution Program (MHDRP), and Integrated Services.

This position performs the work in all Programs and service units on a daily basis, or as assigned, and provides excellent customer service in the delivery of high-quality Program services.

In support of the Consumer Protection Division, Consumer Services Unit, this position answers calls from the public, responds to telephonic inquiries from the public; processes written complaints, and identifies appropriate resources and referrals to assist the public.

The Consumer Services Unit receives approximately 35,000 phone calls per year and processes approximately 25,000 complaints. This position answers calls in the call center and processes complaints as assigned.

Our ideal candidate is customer service driven with excellent communication skills; employs de-escalation techniques during customer interactions; employs problem solving skills; and demonstrates high attention to detail.

They will show pride in their work and identify their success through the success of the entire team and through positive interactions with their customers.

This position may be assigned to provide services and information in languages other than English by use of a telephonic translation. Proficiency in the use of another language is preferred but not required.

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.

Required 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.

Skills & Abilities preferred but not required:

• Proficient in reading, writing, and speaking English and another language including proficiency in translating

• Experience working in a high-volume call center

• Experience as a retail clerk

About the Washington State Office of the Attorney General

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.
• The Washington State Office of the Attorney General does not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visitwww.uscis.gov.

The AGO complies with employment eligibility verification requirements of the federal employment eligibility verification form, I-9, and the selected candidate for these roles, on the first day of employment, must be able to provide proof of identity and eligibility to work in the Unities States consistent with the requirements of form I-9.

In order to proceed in the consideration process at AGO, you will need to provide work authorization that would not require the AGO to sign a cooperative education agreement with a school.




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.