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

Job Title:Deputy Assistant Director, Consumer Response

Agency:Consumer Financial Protection Bureau

Job Announcement Number:13-CFPB-239X

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$121,023.00 to $224,983.00 / Per Year

OPEN PERIOD:

Thursday, January 31, 2013 to Thursday, February 14, 2013

SERIES & GRADE:

CN-0301-71

POSITION INFORMATION:

Excepted Service - Permanent Appointment

PROMOTION POTENTIAL:

71

DUTY LOCATIONS:

1 vacancy - 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),Operations Division, Office of Consumer Response. The Office of Consumer Response is responsible for CFPB’s nationwide consumer response system and activities and for participating in and providing substantive support for development of Bureau initiatives as they are being launched.  This position serves as the Deputy Assistant Director, Consumer Response.  The Office of Consumer Response is responsible for CFPB’s nationwide consumer response system and activities and for participating in and providing substantive support for development of Bureau initiatives as they are being launched.  You would assist the Assistant Director, Consumer Response in overseeing two of the following primary components of the organization: the intake and routing of consumer complaints, the investigation of complaints, the development and management of product coverage and project support, the overarching strategy and operations, and/or the management and sharing of all related data.

  • 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.
  • Employee may be subject to a two-year trial period.
  • KEY REQUIREMENTS

    • Background investigation
    • U.S. citizenship

    DUTIES:

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    The major duties of this position include:

    • Serves as alter ego to the Assist Director, Consumer Response, collaborating with Bureau executives to develop and govern the Consumer Response function to maximize its contribution to CFPB’s mission, vision, and strategic plan. Develops and maintains collaborative relationships with internal and external stakeholders, building coalitions to maximize the value of Consumer Response’s mission and operations and based on a deep understanding of stakeholder needs.
    • Manages the two of the following paramount Consumer Response Sections: 1) Strategy and Operations (strategic planning, recruiting, hiring, on-boarding, succession planning, centralized employee management, facilities, budget, procurement, contract management, internal quality assurance, and technical training), 2) the Intake, 3) Investigations,  4) Product Management and/or 5) Data (Public Data, Analysis, Reporting and Research) lines of business within Consumer Response.  Considers business benefits and impacts and oversees the implementation of a service delivery model that enhances the delivery of Consumer Response interaction with key stakeholders relative to services and products provided.
    • Assists the Assistant Director in developing and executing a Consumer Response service strategy that details service levels and commitments provided to consumers, critical success factors and operational capabilities required to meet service levels and commitments, the short- and long-term investment plan to acquire the requisite operational capabilities, and the accountabilities of staff (both internal and external to Consumer Response) to implement the strategy.
    • Oversees the development of strategic objectives and the formulation and implementation of CFPB’s consumer response system relative to Sections under purview, including core processes and systems for the intake, receipt, referral, management, final adjudication, and investigation of consumer complaints and inquiries to include the appropriate collection and analysis, reporting, and sharing of complaint and inquiry data; and coordination with and referrals to other agencies necessary to improve efficiencies.
    • Collaborates with senior management to plan, implement, and manage short- and long-range objectives and strategies for building and maintaining CFPB’s consumer response operational system, including business practices, management roles, and performance measures for the program.
    • Partners with senior management to ensure appropriate policies, procedures, and guidelines are formulated and developed that balance service quality commitments and resource constraints.  Ensures Consumer Response operations and activities are in compliance with federal policies and guidelines. Proactively identifies and ensures operational risks with the potential to impact mission achievement are managed in a timely fashion.
    • Supports coordination with other divisions within CFPB to ensure policy recommendations support and inform CFPB’s mission in the area of consumer response.  Supports close coordination with technology staff to ensure appropriate development and management of technology to support CFPB’s consumer response system.
    • Based on execution of established strategic plans and emerging Bureau initiatives, ensures new projects are initiated when needed to implement a change to an existing process or create a new process.  Assists Assistant Director in setting clear deliverables and evaluating progress against those deliverables for these new projects.
    • Supervises a subordinate workforce.  Provides oversight of work under purview through subordinate leadership on a strategic, multi-year basis.  Ensures work is evenly distributed and accomplished in accordance with established and emerging policy and practice.  Leads, motivates, and develops respective employees, establishing performance objectives, initiates performance based actions and awards, and ensures all mandatory training has been accomplished by assigned staff.  Works closely with the human capital staff to develop plans for establishing optimal organizations, applicant assessment strategies, and Bureau-wide policies and procedures related to human capital management. 
    • Oversees the implementation of a comprehensive strategic vision, with goals and objectives that are communicated to staff and aligned to CFPB strategic objectives.
    • Demonstrates compliance with and support of established equal employment opportunity, special emphasis and diversity policies, regulations and programs.


    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-71 level: To qualify at CN-71, you must have one year of specialized experience at or equivalent to the CN-60 level in the Federal service. (For qualification purposes, the CN-60 level is broadly equivalent to the GS-14 level).  For this position, specialized experience may be defined as:  

    Demonstrated leadership experience relating to the preparation, coordination, or evaluation of actions associated with the results of consumer complaint and inquiry activities. Experience must demonstrate knowledge and understanding of call center management processes and operations.

    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
  • Accelerated annual leave accrual rates for non-executive staff and an increased annual leave carryover ceiling as compared to other federal agencies
  • 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.

    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
    26106.0
    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-239X

    Control Number:

    336843100