Job Description

The Consumer Mediation Unit, established under the White-Collar Crime Division, receives on average 1500-2000 consumer complaints annually. The Consumer Mediation Investigator assists with mediation of consumer complaints and serves as a liaison between the public and businesses to resolve these matters. When necessary, the Consumer Mediation Investigator refers complaints to the Managing Attorney for consideration of legal action, or to the proper agency or outside jurisdiction.

Examples of job duties and responsibilities include but are not limited to:

• Under direction, supervise and participate in complex investigative and legal support duties.
• Triage and analyze inquiries and complaints received by phone, email, and postal mail.
• Evaluate and determine if a complaint should be investigated, based on a knowledge of the facts and a general understanding of consumer protection law and office policies. Take appropriate steps for opening complaint case and mediation or refer criminal matters to supervisor for further charging decisions.
• Communicate with outside agencies for matters outside geographic jurisdiction. Refer complaint to appropriate local authorities.
• Ability to determine if complaint is against a business or profession that is regulated by a State or Federal board or agency.
• Maintain accurate records of all complaints, with complete information about the consumer, the business, and disposition of the complaint.
• Compile statistics of numbers and types of complaints as well as recovery amounts obtained for consumers.
• Collect and compile statistical analysis of number of calls for service that may or may not result in opened complaint.
• Ensure knowledge of current consumer protection issues and scam trends.
• Conduct public outreach and education about timely and/or current consumer issues.
• Related activities as assigned.

Qualifications

Requires a minimum of 4 years of training, education, and/or experience in social welfare, behavioral science, criminology, psychology or closely related field and responsible social service, criminal justice or advocacy experience.

** Desired knowledge, skills and abilities:**

• Knowledge of various boards licensed through the CA Dept. of Consumer Affairs, as well as various Federal agencies.
• Bilingual in English and Cantonese and/or Mandarin.
• 4-6 years of experience collaborating with attorneys and sworn peace officers.
• Possess high attention to detail, a strong work ethic and is self-motivated.
• Outstanding organizational, administrative and communication skills (oral and written).
• Demonstrate the ability to prioritize, meet deadlines, efficiently multi-task and produce a high-end work product in a fast-paced environment.
• Strong research, analytical and problem-solving skills.
• Capacity to work independently and as part of a team.
• Ability to effectively accept tasks/projects and adapt to change in a professional environment.
• Ability to receive and assimilate constructive feedback.

Additional Information

All applicants are required to submit the following supplemental materials in a single Word or PDF file along with their application:

• Cover Letter
• Resume

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement in the process. Additional supplemental materials may be requested during the recruitment process.

The deadline to apply for this recruitment is Friday, May 23, 2025 by 5:00 PM.

Contact: Shavaun Tolliver, Principal Human Resources Analyst (628) 652-4040

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.