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This Position Is No Longer Available

Job Title:  Consumer Affairs Technician
Agency:  National Credit Union Administration
Job Announcement Number:  OCP-DEU-12-468MB

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

The contents of the announcement can still be viewed.
$39,756.00 to $73,595.00 / Per Year
Friday, December 14, 2012 to Friday, December 28, 2012
Full Time - Permanent
2 vacancies in the following location:
Alexandria, VA United StatesView Map
All U.S. Citizens This position is also being advertised under vacancy announcement OCP-12-MP-580MB for all current and former federal employees with competitive status, reinstatement eligibles, Interagency Career Transition Assistance (ICTAP) eligibles, Veterans (VEOA, VRA and 30% Disabled), and special non-competitive appointment eligibles (e.g. Persons with Disabilities, Certain Military Spouses, Peace Corps and Vista Volunteers, etc).



Introduction to the Agency: Invest in your nation's future, make a difference in your community...gain from the experience. At the National Credit Union Administration (NCUA) you're not just a number, working to make quotas or improve the bottom line, you have the opportunity to make a difference. NCUA is the federal agency that charters and supervises federal credit unions and insures savings in federal and most state-chartered credit unions across the country through the National Credit Union Share Insurance Fund (NCUSIF), a federal fund backed by the full faith and credit of the United States Government.

The Consumer Affairs Technician position is located in the National Credit Union Administration (NCUA), Office of Consumer Protection (OCP). The incumbent, under the direction of the Consumer Affairs Director, is responsible for analyzing and resolving credit union member, congressional, and general public credit union related complaints and concerns, serving as a call center agent receiving incoming inquiries, and providing operational, technical, analytical, and statistical support to the Consumer Affairs Director.



  • You must be a U.S. Citizen.
  • Suitable adjudication of background/Security Investigation is required.
  • Relocation expenses are not authorized.
  • A probationary period may be required.
  • This is a bargaining unit position.


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As a Consumer Affairs Technician you will:

Receive and review consumer complaints, analyze complaints as to type and determines if complaints are within NCUA's purview. Receive and analyze Congressional inquiries involving consumer protection and consumer compliance issues.

Discuss inquiries, when appropriate, with the Public and Congressional Affairs office.

Manage the division's automated tracking system and input information regarding all consumer complaints and Congressional inquiries received and their respective responses.

Receive consumer calls, listens to callers' concerns, educate callers on applicable consumer protection laws and consumer compliance regulations, attempts to resolve concerns during initial call, and, if necessary, advise callers on how to file a complaint with the agency.

Review and ensure reports developed are accurate.


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You must have one full year of specialized experience comparable in difficulty and responsibility to the next lower grade level in federal service. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.

Please note: This position requires the ability to communicate in Spanish. This includes the ability to speak, read, and translate the Spanish language.

To qualify at the CU-07 level, you must have one full year of specialized experience comparable to at least the GS/CU-06 level in the Federal Service. Qualifying experience is experience receiving consumer complaints and forwarding to a senior technician for further analysis; and preparing non-technical reports.

To qualify at the CU-08 level, you must have one full year of specialized experience comparable to at least the GS/CU-07 level in the Federal Service. Qualifying experience is experience analyzing and responding to consumer complaints regarding financial institutions; and preparing technical and non-technical reports.


You must meet the qualifications for this position by the closing date of this announcement.


Your application package will be reviewed for completeness (resume, completed assessment questionnaire, and supporting documentation).  You will not be considered if you fail to submit all the required documents as outlined in this vacancy announcement.  If you meet the qualification requirements, your application will be placed in one of three categories:  Best Qualified, Better Qualified, or Qualified.  Within these categories, applicants eligible for veterans' preference will receive selection priority over non-veterans. 

KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:

1. Knowledge of consumer protection laws and consumer compliance regulations.

2. Ability to communicate other than in writing.

3. Ability to use various computer software programs in order to maintain and retrieve information from databases, develop spread sheets, graphics, and presentations.

4. Ability to gather, compile, analyze, and present data.


Do not overstate or understate your level of experience and capability.  You should be aware that your ratings are subject to evaluation and verification.


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NCUA participates in all Federal Benefits programs including but not limited to: Leave, Health Benefits, Life Insurance, Retirement Benefits, Long Term Care and Flexible Spending Account.


If you are selected for this position at the CU-07 or CU-08 you may be non-competitively promoted to the next level through CU- 09   level provided that you have fulfilled the necessary qualification requirements including any applicable certification processes. Promotion is not automatic and is conditional on demonstrated ability to perform the higher grade level duties, a current written performance appraisal rating of "fully successful" or better, fulfillment of the necessary qualification requirements, and sufficient work at the higher grade level position. SALARY: Pay will be set using NCUA's Compensation policy. The salary range shown is NCUA's Local Pay Rate (LPR) which includes a locality rate of 24.87 percent for the Alexandria, VA  geographical area. NCUA IS A COMPETITIVE SERVICE AGENCY.


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To apply for this position, you must provide a complete Application Package which includes:
1. Your resume.
2. Complete the Occupational Questionnaire.
3. All required documents (see required documents section).


YOUR RESUME MUST provide specific details as to how your experience meets the qualifications requirements and your responses to the occupational questionnaire. Please ensure that your resume includes the month, year, and hours worked per week for each position held. Failure to provide details may result in a lower or ineligible rating.

To begin the process, click the Apply Online button to create an account or login to your existing USAJOBS account. Follow the prompts to complete the assessment questionnaire. Please ensure you submit your answers at the end of the process.

NOTE: To return to a previously saved or incomplete application you may use the following link:
To Fax supporting documents you are unable to upload, complete this cover page using the following Vacancy ID: 808400. Fax your documents to 1-478-757-3144.

If you cannot apply online:
1. Click the following link to view and print the questionnaire View Occupational Questionnaire, and
2. Print the 1203FX form to provide your responses to the questionnaire and
3. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.

If you experience technical issues with completing your online application, please email the Application Manager Help Desk at:


 (1) VETERANS' PREFERENCE DOCUMENTS (if claiming veteran's preference):
  • For 5-Point Preference: DD 214 (Member 4 Copy is preferred) or if you are currently active duty: an official statement of service from your command.
  • For 10-Point Preference: DD-214 (Member 4 Copy is preferred), VA letter and SF-15 for 10-Point preference.
(2) ICTAP/CTAP: Federal employees seeking CTAP/ICTAP eligibility must submit proof of their eligibility:
  • Copy of agency notice;
  • Most recent performance rating; and
  • SF-50 noting current position, grade level and duty location. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must receive an 85 or above on the rating criteria for this position. For additional information, click CTAP.


PLEASE NOTE: You have three options for submitting your documentation: (1) you can upload documents from your USAJOBS account; (2) upload documents from your personal computer; (3) or fax documents. Please follow the system prompts to submit your documents.  Not all documents will apply to you and you only need to submit those that are applicable to your situation.


Lisa Bazemore
Phone: (703)518-6578
Agency Information:
National Credit Union Administration
1775 Duke Street
Third Floor
Alexandria, VA


You will receive an email that your resume has been received from the USAJobs website. You can check the status of your application by logging back into your USAJobs account.

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