This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Consumer Response Specialist (Nonbank Complaint Investigator)

Agency:Consumer Financial Protection Bureau

Job Announcement Number:13-CFPB-052X

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$53,500.00 to $123,250.00 / Per Year

OPEN PERIOD:

Wednesday, November 07, 2012 to Wednesday, November 21, 2012

SERIES & GRADE:

CN-0301-40/52

POSITION INFORMATION:

Excepted Service - Time-Limited Appointment - not-to-exceed 24 months; May be extended or may be made permanent.

PROMOTION POTENTIAL:

52

DUTY LOCATIONS:

FEW vacancies - Washington, DC, USView Map

WHO MAY APPLY:

Applications will be accepted from U.S. citizens.

JOB SUMMARY:

Do you want to be a leader in your field at the Consumer Financial Protection Bureau (CFPB) - a groundbreaking organization solely devoted to the economic strength and vitality of American Families? Do you want to challenge yourself and others? If you answer "Yes", then we have a career for you! CFPB professionals have unparalleled opportunities to expand horizons for themselves and for the nation. Be one of the founding members of an agency that will make a difference in the lives of everyday American families!

This position is located in the Consumer Financial Protection Bureau (CFPB), Chief Operating Office, Response Center.  Incumbent serves as a Consumer Response Specialist responsible for investigating a large portfolio of the most complex, novel, and/or controversial nonbank consumer complaint scenarios, employing solid judgment to collect relevant information, making timely and accurate case determinations based on substantial knowledge of consumer financial protection regulations, determining a course of action under ambiguous circumstances, and communicating results consistent with Bureau standards. 

  • This position is being filled under CFPB's excepted service authority.
  • Appointments under this authority will be made in the excepted service and do not convey competitive status.
  • This appointment may be extended.
  • This appointment may be eligible for conversion to a permanent position; If made permanent, this position would remain in the excepted service.
  • Employee may be subject to a two-year trial period.
  • KEY REQUIREMENTS

    • Background investigation
    • U.S. citizenship

    DUTIES:

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    The following are the duties at the 52 level. (Equivalent to the GS-12).  If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. 

    The major duties of this position include:

  • Accurately and impartially assess the merits of complex consumer complaints regarding financial protection for nonbank products, including payday lending, third party debt collection, money transmission, credit bureau reporting, prepaid credit cards, nonbank finance and advance loans, bill pay services, and related products. 
  • Partner with CFPB supervision and enforcement teams and state regulatory agencies to evaluate consumer claims by applying knowledge of the federal and state financial protection regulations governing these products, including the Unfair, Deceptive and Abusive Acts or Practices Act (UDAAP), Truth In Lending Act (TILA), Equal Credit Opportunity Act (ECOA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), and related state regulations that govern specific nonbank products and that prohibit unfair or deceptive practices.
  • Perform and document complex complaint case analyses under time constraints, which require: applying existing knowledge of the standards for evaluating regulatory compliance in various consumer financial protection scenarios; critically assessing the relevancy and sufficiency of available documentation and assertions made by consumers and companies; and documenting regulatory compliance conclusions supported by logical reasoning and available evidence.

  • QUALIFICATIONS REQUIRED:

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    You must meet eligibility and qualification requirements within 30 days of the closing date.

    You must answer all job-related questions in the job questionnaire.


    Specialized Experience for the CN-52 level: 

    To qualify at CN-52, you must have one year of specialized experience at or equivalent to the CN-51 level in the Federal service.  (The CN-51 level is equivalent to the GS-11 level.)

    For this position, specialized experience may be defined as progressively more responsible experience in independently assessing regulatory compliance with federal and/or state consumer financial protection laws governing nonbank products, e.g., payday lending, third party debt collection, money transmission, credit bureau reporting, prepaid cards, nonbank finance and advance loans, bill pay services, and/or related products.   This experience should be related to applying specific federal and/or state consumer financial protection laws, including the Unfair, Deceptive and Abusive Acts or Practices Act (UDAAP), Unfair and Deceptive Acts and Practices (UDAP),Truth In Lending Act (TILA), Equal Credit Opportunity Act (ECOA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), and/or related state regulations that govern specific nonbank products and that prohibit unfair or deceptive practices.

    Experience should include serving as a team or project leader responsible for advanced, case-based regulatory compliance analysis of nonbank providers of consumer financial products or services and a progressively responsible track record in:  (a) managing or overseeing extensive research using both internal and external sources, (b) developing regulatory compliance case reports of findings, and (c) establishing and maintaining effective working relationships to coordinate fact finding, interpretations of regulations, and application of various compliance standards.

    Examples of specialized experience include: performing regulatory compliance analysis in a nonbank institution’s consumer protection or regulatory compliance function; analyzing and responding to noncompliance for nonbank products within the supervision, enforcement, and/or complaint handling functions of a Federal or state financial regulatory agency; or pursuing consumer protection litigation against nonbank institutions within a law firm or an independent consumer organization, an Office of Attorney General, Prosecutor’s Office, or an independent consumer organization.

    Specialized Experience for the CN-51 level:  

    To qualify at CN-51, you must have one year of specialized experience at or equivalent to the CN-40 level in the Federal service.  (The CN-40 level is equivalent to the GS-9 level.)

    For this position, specialized experience may be defined as experience in determining applicability of some of the following enumerated consumer laws to consumer complaints involving regulatory compliance with federal and/or state consumer financial protection laws governing nonbank products, e.g., payday lending, third party debt collection, money transmission, credit bureau reporting, prepaid cards, nonbank finance and advance loans, bill pay services, and/or related products.  This experience should be related to applying specific federal and/or state consumer financial protection laws, including the Unfair, Deceptive and Abusive Acts or Practices Act (UDAAP), Unfair and Deceptive Acts and Practices (UDAP), Truth In Lending Act (TILA), Equal Credit Opportunity Act (ECOA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), and/or related state regulations that govern specific nonbank products and that prohibit unfair or deceptive practices.

    Experience should include compliance analysis of nonbank providers of consumer financial products or services and demonstrate the ability to:  (a) conduct research using both internal and external sources, (b) develop regulatory compliance facts, and (c) establish and maintain effective cooperative working relationships.

    Examples of specialized experience include: performing regulatory compliance analysis in a nonbank institution’s consumer protection or regulatory compliance function; analyzing and responding to noncompliance for nonbank products within the supervision, enforcement, and/or complaint handling functions of a Federal or state financial regulatory agency; or pursuing consumer protection litigation against nonbank institutions within a law firm or an independent consumer organization, an Office of Attorney General, Prosecutor’s Office, or an independent consumer organization.

    OR Ph.D. or equivalent doctoral degree or three full years of progressively higher level graduate education leading to such degree in a field of study directly related to the duties of this position that provided the knowledge, skills, and abilities to perform successfully the work of this position, or an LL.M, if related.

    Specialized Experience for the CN-40 level:  

    To qualify at CN-40, you must have one year of specialized experience at or equivalent to the CN-30 level in the Federal service.  (The CN-30 level is equivalent to the GS-7 level.)

    For this position, specialized experience may be defined as experience determining applicability of enumerated consumer laws governing nonbank products to consumer complaints e.g.,  the Unfair, Deceptive and Abusive Acts or Practices Act (UDAAP), Unfair and Deceptive Acts and Practices (UDAP), Truth In Lending Act (TILA), Equal Credit Opportunity Act (ECOA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), and/or related state regulations that govern specific nonbank products and that prohibit unfair or deceptive practices.

    Examples of specialized experience include: performing regulatory compliance analysis in a nonbank institution’s consumer protection or regulatory compliance function; participating in analyzing and responding to noncompliance for nonbank products within the supervision, enforcement, and/or complaint handling functions of a Federal or state financial regulatory agency; or participating in the pursuance of consumer protection litigation against nonbank institutions within a law firm or an independent consumer organization, an Office of Attorney General, Prosecutor’s Office, or an independent consumer organization.

    OR A master's degree or equivalent, or two academic years of progressively higher level graduate education leading to such degree, or LL.B. or J.D., from an accredited college or university. To be qualifying, graduate education must be in a field directly related to the duties of this position and must have provided the knowledge, skills and abilities that would be acquired through one year of specialized experience as described above.

    The experience may have been gained in either the public or private sector. One year of experience refers to full-time work; part-time work is considered on a prorated basis.

    HOW YOU WILL BE EVALUATED:

    Your application includes your:

    1. Resume,
    2. Responses to the online questions,
    3. Required supporting documents;
    4. Cover letter (optional).

    Note: If a cover letter is submitted, it may be used to assess your qualifications.

    We use a multi-step process to evaluate and refer applicants:

    1. Minimum Requirements: Your application must show that you meet all requirements, including the education and/or experience required for this position. You may be found "not qualified" if you do not possess the minimum competencies required for the position. If your application is incomplete, we may rate you as ineligible.

    2. Rating: Your application will be evaluated against your responses to the occupational questionnaire. You may also be further evaluated using additional assessment processes.

    Category rating procedures will be used to rank and refer eligibles. Based on your responses to the online questionnaire, you will be assigned a score. Your score will determine in which of the three categories you will be placed: Categories A, B, or C. Under this process, veterans will be assigned to the appropriate category (without additional preference points) and then placed at the top of their category.

    Review your resume and responses carefully. Responses that are not fully supported by the information in your application package may result in adjustments to your score. A human resources representative will validate the qualifications of those candidates eligible to be referred to the selecting official. Your resume will be among the factors used in setting your pay, should you be made an offer of employment. Please ensure that it fully describes your experience as it relates to the position for which you are applying.

    3. Referral: If you are among the top qualified candidates, your application will be referred to a selecting official for consideration and possible interview.

    We recommend that you preview the online questions for this announcement before you start the application process.


    To preview questions please click here.


    BENEFITS:

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    Our comprehensive benefits are among the most generous in the federal government. They include:

  • Challenging and rewarding work benefiting American consumers
  • Opportunities for development and advancement
  • Extremely competitive salaries
  • Access to comprehensive Federal health, vision, dental, life, and long-term care insurance programs
  • Additional access to CFPB-specific vision, dental, short- and long-term disability, and insurance programs while you work at CFPB   
  • Ten paid holidays, 13 days of sick leave, and 13-26 days of vacation time each year
  • Public Transit Incentive Program (PTIP) 
  • Employee Assistance Program (EAP)
  • Emergency Child Care Access (Contracted Service)   
  • Alternative Work Schedule and Telework access
  • The CFPB offers its own FSA Program.  As a result CFPB employees are not eligible to participate in FSAFEDS. If you are currently participating in FSAFEDS and you accept a position with CFPB, in order to continue participation in a FSA for the year you must enroll in the CFPB FSA program.  You are eligible to incur expenses against your FSAFEDS account(s), up to your separation date from your current agency.  In addition you will have until April 30th of the year following your separation from your current agency to get the expenses that were incurred, reimbursed through FSAFEDS. Any balance that remains in your FSAFEDS account after all eligible expenses have been incurred and reimbursed will be forfeited.  Due to IRS regulations, you are not able to transfer your FSAFEDS contributions into a CFPB FSA Account.  If you have questions please contact FSAFEDS at 1-877-FSAFEDS. 


  • OTHER INFORMATION:

  • We may select from this announcement or any other source to fill one or more vacancies.
  • This announcement may be used to fill like positions in other organizations within the Consumer Financial Protection Bureau.
  • All candidates will be considered without regard to any non-merit reasons such as race, color, religion, sex, age, national origin, lawful political affiliation, marital status, disability, sexual orientation, protected genetic information, parental status, membership in an employee organization, or other non-merit factors.
  • If you are a male applicant born after December 31, 1959, certify that you have registered with Selective Service System or are exempt from having to do so.
  • Relocation expenses will not be paid. 
  • Ethics:  CFPB employees are subject to government-wide ethical standards of conduct, financial disclosure requirements, and post-employment prohibitions, which applicants may review at www.oge.gov.  In addition, CFPB employees must comply with the Supplemental Standards of Ethical Conduct for Employees of the Bureau of Consumer Financial Protection (5 CFR 9401), which, among other things, prohibit an employee or the employee’s spouse or minor child from owning or controlling a debt or equity interest in an entity supervised by CFPB.   CFPB’s regulations also impose restrictions on the outside activities of certain Bureau employees, including examiners and attorneys.  Applicants may review the CFPB ethics regulations and a summary of the regulations at www.consumerfinance.gov.   Questions regarding these requirements and prohibitions should be directed to the CFPB Ethics Office at EthicsHelp@cfpb.gov.


  • HOW TO APPLY:

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    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m., Monday - Friday). If applying online poses a hardship, please contact us as soon as possible. 

    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJobs Help Desk.

    The Consumer Financial Protection Bureau provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.

    Step 1 - Create or Upload a Resume with USAJOBS (www.usajobs.com)

    We suggest you go to the end of the "Qualifications & Evaluations" section of the job announcement to preview the online questions. You may need to customize your resume to ensure that it supports your responses to these questions. Resume Tips 

    Step 2 - Apply Online

    Click the "Apply Online" link on this page. You will then be directed to USAJOBS where you must select a resume. After selecting a resume, click on the "Apply for this position now!" link, and follow the prompts to register (if you have not already done so). You will then be required to answer a few questions, and submit all required documents. To return to your saved application, log into your USAJOBS account and click on "Application Status." Click on the position title, and then select "Apply Online" to continue.

    Step 3 - Answer the Online Questions and Submit Your Online Application

    If this is your first time on CFPB's CareerConnector website, you will be prompted to register by answering questions related to your eligibility for federal employment. The system will save these responses and take you back to the main screen so that you can answer the job-specific questions. Select "Take me to the assessment" and click on the "Continue" button to answer the job-specific questions. You must answer all the questions and click the "Finished" button.

    Step 4 - Review and Confirm Your Submission

    You will now have the option to upload a document or print fax cover-sheets for your required documents. (See Step 5 for details.) Once you click "Done," you will see a summary of your application for your review. You may also print a copy for your records. When you click "Finished" at the bottom of the page, you will then be directed back to USAJOBS where you can confirm that your application has been submitted. You may also track your application status from your USAJOBS account.

    Step 5 - Submit Required Documents

    You can submit any required or optional documents (described below) by URL, document upload or fax. Whichever method you choose, please include the job announcement number with your documents. To protect your privacy, we encourage you to remove your social security number from anything you submit. Document Upload: You may upload supporting documents in one of two ways:

    1. Once you finish answering the questions in the job announcement, you will be prompted to upload your document(s) to your application. You will be given the choice to either upload the document as part of the application process or you can select a document that you have already loaded on USAJOBS. OR

    2. You may upload a document to an existing application by logging in to your USAJOBS account. Click on "My Applications" and search for the vacancy. Once you have located the vacancy, click on it and select "Apply Online." Move through your existing application until you reach the "Documents" page and select "Upload" to add a document to your application.

    Be sure to review your complete application to confirm that the document(s) uploaded properly. In the "Application Review" section, you should see your uploaded documents listed on the "Vacancy Documents" screen. Once you see them, click "Finished;" you will then be returned to USAJOBS.

    Fax: Create a fax cover-sheet in CareerConnector by following the "Faxing Supporting Documentation" instructions. The fax number is on the cover-sheet.



    REQUIRED DOCUMENTS:

    Please note that if you do not provide all required information, as specified in this announcement, you may lose consideration for this position (or lose the special consideration for which you may be eligible).

    VETERANS' PREFERENCE DOCUMENTATION
    If you are claiming veterans' preference, you must submit a copy of your Certificate of Release or Discharge From Active Duty, DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Compensably disabled preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. An SF-15 may be found at the OPM Forms Page. For more information on veteran's preference, click here.

    EDUCATION DOCUMENTATION

    If you are qualifying based on education, you MUST submit a copy of your transcripts or a list of courses showing title, number of credits, grade, and date of completion.

    To be used in meeting qualification requirements, a college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to the Database of Accreditation of Post-Secondary Institutions and Programs. If we are unable to determine that you meet the required education, you will be found ineligible for further consideration.

    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency; more information may be found at Acceptability of Higher Education for Meeting Minimum Qualification Requirements. We recommend you get this process started as soon as possible to avoid delays in appointment if selected.

    An official transcript will be required if you are tentatively selected.

    AGENCY CONTACT INFO:

    Applicant Call Center
    Phone: 304-480-7300
    Fax: 000-000-0000
    TDD: 304-480-8725
    Email: cfpbinquiries@bpd.treas.gov
    Agency Information:
    Consumer Financial Protection Bureau
    See "How to Apply" Section
    Parkersburg, WV
    26106
    US
    Fax: 000-000-0000

    WHAT TO EXPECT NEXT:

    You may check the status of your application for this position at any time by logging into your account at www.usajobs.gov. We also recommend you opt to receive status change emails through USAJOBs. Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate, or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

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    Job Announcement Number:

    13-CFPB-052X

    Control Number:

    330868200