AmeriCorps Consumer Specialist

Please Note: This is a full-time AmeriCorps position that provides a stipend and other health & education benefits. This position would be ideal for candidates interested in a career in the fields of law, dispute resolution, public policy or customer service. Gain valuable skills and serve your community while building your resume working in cooperation with the Massachusetts Office of the Attorney General.

Organizational Profile

MetroWest Mediation Services is a non-profit organization, based in Natick, dedicated to helping our community resolve conflict constructively. Powered by our 50 volunteers, we provide a range of dispute resolution services including mediation, conciliation, facilitation, and training. Serving the MetroWest District Courts, Juvenile Courts, Probate & Family Court, as well as community disputes, we mediate over 1000 cases per year.

Employment details: Meet AmeriCorps requirements for 11 month term beginning in August 2025. Serve in-person on Monday-Thursday, remote on Friday. Full time living allowance of $20,400, Education award of up to $7,395, loan deferment and interest forbearance during service.

Position and Summary:

The MetroWest Mediation Services Local Consumer Program (LCP) is a program designed to effectively resolve consumer complaints with businesses. We are a part of a state-wide network of LCPs who work in cooperation with the Massachusetts Attorney General’s Office. We provide free and voluntary resolution services on behalf of consumers when they have a dispute or problem with a business. We also provide consumer protection information and resources to enrich the community.

Key Responsibilities and Duties:

• Consumer Specialists are responsible for a caseload of consumer complaints received from the Attorney General’s Office, typically between 5-20 cases at any given time.
• Conduct consumer assistance and dispute resolution services on the telephone to resolve individual consumer complaints
• Monitoring/Responding to correspondences sent from either consumer or business, including any other agencies involved.
• Keep detailed case notes immediately and contemporaneously as each case progresses.
• Provide consumer information, resources, education and assistance to the public,referrals to legal aid resources and or governmental agencies.
• Update the OnBase database of assigned cases daily
• Check for newly assigned cases every work day
• Research business background and applicable local, state and federal laws for each case
• Additional tasks as needed

Required Qualifications:

• Keep an accurate record of your hours and sign in/out for each time period worked
• Follow through with scheduled hours and give advance notice if you must be absent
• Follow all MetroWest Confidentiality and Security Protocol policies and AGO requirements
• Ensure timely follow-up to all inquiries and meetings
• Dress in appropriate office attire and be punctual
• Positive attitude – curious and nonjudgmental with a willingness to learn
• Career oriented with a good sense of how acquired skills could be used in service of future goals