This position is located at Consumer Financial Protection Bureau, CONSUMER RESPONSE. Incumbent serves as a Consumer Response Specialist and technical and program authority, generally responsible for complex consumer complaint work
Summary
This position is located at Consumer Financial Protection Bureau, CONSUMER RESPONSE. Incumbent serves as a Consumer Response Specialist and technical and program authority, generally responsible for complex consumer complaint work
All candidates who are: Current or former federal employees qualifying as Status Candidates, Federal employees currently serving on a VRA, VEOA eligibles, CTAP/ICTAP eligible, eligible for special hiring authorities (e.g., the Schedule A appointment for persons with disabilities, or covered by an Interchange Agreement), or VRA eligibles , or Land Management employees eligible through Public Law 114-47.
The following are the duties of this position at the CN-52, broadly 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.
Perform complex complaint review under time constraints, which requires: a) Applying existing knowledge of the statutory standards for evaluating company's response obligations; b) Evaluating complaints to identify and log potential regulatory compliance issues observed in either the consumer provided narrative, or the company provided response; and c) Critically assessing the relevancy and sufficiency of available documentation and assertions made by consumers and companies.
Accurately and impartially evaluate consumer submitted complaint narratives, and company provided responses to identify potential compliance issues. Specialist will apply existing knowledge of the primary consumer financial protection regulations under CFPB's purview, including:
Truth In Lending Act (TILA)
Truth in Savings Act (TISA)
Equal Credit Opportunity Act (ECOA)
Real Estate Settlement Procedures Act of 1974 (RESPA)
Fair Credit Reporting Act (FCRA)
Fair Debt Collection Practices Act (FCDPA)
Home Mortgage Disclosure Act of 1975 (HMDA)
Home Owners Protection Act of 1998
Electronic Fund Transfer Act
Related regulations that prohibit unfair, deceptive, or abusive practices (UDAAP)
Elements of the Dodd-Frank Act
Correctly synthesize and document complex fact patterns and trends observed within assigned complaint cohorts into understandable summaries for use in various Bureau oversight initiatives. Effectively communicates research findings with colleagues.
Public Trust - Background Investigation will be required.
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
Qualifications
You must meet the following requirements within 30 days of the closing date of this announcement.
Specialized Experience: 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. (For qualification purposes, the CN-51 level is broadly equivalent to the GS-11 level.) For this position, specialized experience is defined as:
Evaluating consumer complaints to identify potential regulatory compliance issues observed in the consumer provided narrative; AND
Independently evaluating company responses to identify potential compliance issues; AND
Delivering analysis of written materials regarding financial products and services such as bank products, credit cards, mortgages, student and other loans, debt collection and credit reporting within a prescribed timeframe; AND
Participating in a team to evaluate the effectiveness of consumer protection laws.
Specialized Experience: 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 is defined as:
Evaluating consumer complaints to identify potential regulatory compliance issues observed in the consumer provided narrative; AND
Evaluating company responses to identify potential compliance issues with limited supervision; AND
Delivering analysis of written materials regarding financial products and services such as bank products, credit cards, mortgages, student and other loans, debt collection and credit reporting within a prescribed timeframe.
OR
Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher- level graduate education leading to such a degree or LL.M., if related.
OR
Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements.
Specialized Experience: 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. (For qualification purposes, the CN-30 level is broadly equivalent to the GS-7 level.) For this position, specialized experience is defined as:
Identifying and logging potential consumer regulatory compliance issues into a database; AND
Providing input to senior members of a team to evaluate company responses to identify potential compliance issues; AND
Delivering analysis of written materials regarding financial products and services such as bank products, credit cards, mortgages, student and other loans, debt collection and credit reporting within a prescribed timeframe.
OR
You must have a master's or equivalent degree or two full academic years of progressively higher-level graduate education leading to such degree from an accredited college or university. Qualifying graduate education must be 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.
OR
Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements.
You MUST submit a copy of your transcripts or equivalent if qualifying based on education.
You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.
CFPB uses an experience-based process to set pay for employees. Experience is evaluated and credited using the employee's résumé. To ensure that all of your prior work experience (e.g., internships, volunteer work, details, part-time, self-employment, secondary jobs, etc.) is considered and accounted for, please ensure that your résumé covers the following:
your entire work history with specific start and end dates (MM-DD-YYYY) provided for each listed position
hours worked per week for each position
degrees and the dates conferred (MM-YYYY)
Part-time experience will be credited pro-rata based on a 40-hour work week, while work of 32 hours or more will be rounded up to full-time experience. If you have multiple positions that have overlapping start and/or end dates, only 40 hours of experience will be credited for a given work week. Refer to Resume Tips for more information on how to submit a comprehensive résumé. See information on our base pay ranges and salary structure.
The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.
Education
This job does not have an education qualification requirement.
Additional information
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
This is a bargaining unit position.
We offer opportunities for flexible work schedules.
Bureau 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, employees must comply with the Supplemental Standards of Ethical Conduct for Employees of the Consumer Financial Protection Bureau (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 the Bureau. Regulations also impose restrictions on the outside activities of certain Bureau employees, including examiners and attorneys. Applicants may review the Bureau ethics regulations and a summary of the regulations at www.consumerfinance.gov. Questions regarding these requirements and prohibitions should be directed to the Bureau Ethics Office at EthicsHelp@cfpb.gov.
Selectees living in the Washington, D.C. locality pay area will have their duty station listed as CFPB Headquarters. Selectees living outside the Washington, D.C. locality pay area will have their duty station listed as their home address. The locality pay you receive will be determined by your duty station: CFPB Headquarters (Washington, D.C.), or home address if located outside the D.C. locality pay area.
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- Comprehensive Federal health, vision, dental, life, and long-term care insurance programs- Learn more about Federal benefits programs at: http://files.consumerfinance.gov/f/documents/201706_cfpb_benefits.pdf
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your résumé may result in a "not qualified" determination.
Rating: Your application will be evaluated in the following areas:
Subject Matter Expertise: Compliance Inspection - Knowledge of the guidelines, regulations, and procedures associated with compliance inquiries, including application of compliance rules and criteria and ability to make appropriate decisions and issue citations, fines, or orders.
Written Communication: Prepares written materials that are accurate, clear, concise, organized, and responsive to requests; adheres to appropriate style, format, and guidelines/requirements.
Oral Communication: Verbally expresses information to individuals or groups in a clear and understandable manner.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview.
Your application will be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
It is anticipated that there will be significant interest in the announcement. As a result, the announcement will close at 11:59 p.m. ET on the date of receipt of the 300th application or at 11:59 p.m. ET on 12/11/2023; whichever occurs first. Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible). Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view resume tips.
CURRENT AND FORMER FEDERAL EMPLOYEES - Documentation Relating to Your Federal Employment: You must submit an SF-50 which confirms both competitive status eligibility as well has highest grade/pay band level achieved. This may require that you submit more than one SF-50.
To verify your competitive status: Box 34 must have a "1" and Box 24 must have a "1" or a "2"
CURRENT CFPB EMPLOYEES: If you are a current Consumer Financial Protection Bureau employee in a permanent, competitive service position you do not need to submit documents to confirm your status.-If you are a current Consumer Financial Protection Bureau employee who is reinstatement eligible based on prior federal competitive service, you must submit documents to confirm your eligibility such as documents described below.
REINSTATEMENT: If you are a former federal employee and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
If you are currently on a Veterans Recruitment Appointment (VRA), submit a copy of an SF-50 showing that. Also, you must submit a copy of your DD214 or other documentation showing dates of service and type of discharge and any other applicable documents such as SF-15, VA letters, etc.- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.
If you are applying under a special hiring authority (e.g. Military Spouses, Interchange Agreement, VEOA, VRA, Schedule A Disability, etc.), please see Applicant Guide. In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the applicant guide.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. 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 Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
Land Management Eligibles must provide all required documentation to verify eligibility, prior performance, and qualifications for the target position. You can find information on the Land Management Workforce Flexibility Act and eligibility here.
The Consumer Financial Protection Bureau has partnered with the Treasury's Bureau of the Fiscal Service to provide certain personnel services to its organization. Fiscal Service's responsibilities include advertising vacancies, accepting and handling applications, and extending job offers.
Please review the entire announcement before applying.
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. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
You may be entitled to a reasonable accommodation as part of the job application process if you need one due to a disability, pregnancy; childbirth; or related medical conditions, or religion. Learn more about reasonable accommodations.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application:
-Log into your USAJOBS account (USAJOBS Login), all of your applications will appear on the Welcome screen
-Under "application status," click "Track this application" and you will be taken to the agency website where you can check your application status.
For more information regarding the job and applicant status, please refer to https://www.usajobs.gov/Help/how-to/application/status/ If you wish to make changes/updates to your application and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to your application. No updates can be made once the announcement has closed. 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.
For additional information on how to apply, please visit the Partnership for Public Service's Go Government website.
CONSUMER RESPONSE
Administrative Resource Center
Parkersburg, WV 26101
US
Next steps
Once the online application is submitted, you will receive an acknowledgement email that your submission was successful. We will review your résumé and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
It is anticipated that there will be significant interest in the announcement. As a result, the announcement will close at 11:59 p.m. ET on the date of receipt of the 300th application or at 11:59 p.m. ET on 12/11/2023; whichever occurs first. Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible). Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view resume tips.
CURRENT AND FORMER FEDERAL EMPLOYEES - Documentation Relating to Your Federal Employment: You must submit an SF-50 which confirms both competitive status eligibility as well has highest grade/pay band level achieved. This may require that you submit more than one SF-50.
To verify your competitive status: Box 34 must have a "1" and Box 24 must have a "1" or a "2"
CURRENT CFPB EMPLOYEES: If you are a current Consumer Financial Protection Bureau employee in a permanent, competitive service position you do not need to submit documents to confirm your status.-If you are a current Consumer Financial Protection Bureau employee who is reinstatement eligible based on prior federal competitive service, you must submit documents to confirm your eligibility such as documents described below.
REINSTATEMENT: If you are a former federal employee and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
If you are currently on a Veterans Recruitment Appointment (VRA), submit a copy of an SF-50 showing that. Also, you must submit a copy of your DD214 or other documentation showing dates of service and type of discharge and any other applicable documents such as SF-15, VA letters, etc.- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.
If you are applying under a special hiring authority (e.g. Military Spouses, Interchange Agreement, VEOA, VRA, Schedule A Disability, etc.), please see Applicant Guide. In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the applicant guide.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. 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 Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
Land Management Eligibles must provide all required documentation to verify eligibility, prior performance, and qualifications for the target position. You can find information on the Land Management Workforce Flexibility Act and eligibility here.
The Consumer Financial Protection Bureau has partnered with the Treasury's Bureau of the Fiscal Service to provide certain personnel services to its organization. Fiscal Service's responsibilities include advertising vacancies, accepting and handling applications, and extending job offers.
Please review the entire announcement before applying.
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. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
You may be entitled to a reasonable accommodation as part of the job application process if you need one due to a disability, pregnancy; childbirth; or related medical conditions, or religion. Learn more about reasonable accommodations.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application:
-Log into your USAJOBS account (USAJOBS Login), all of your applications will appear on the Welcome screen
-Under "application status," click "Track this application" and you will be taken to the agency website where you can check your application status.
For more information regarding the job and applicant status, please refer to https://www.usajobs.gov/Help/how-to/application/status/ If you wish to make changes/updates to your application and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to your application. No updates can be made once the announcement has closed. 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.
For additional information on how to apply, please visit the Partnership for Public Service's Go Government website.
CONSUMER RESPONSE
Administrative Resource Center
Parkersburg, WV 26101
US
Next steps
Once the online application is submitted, you will receive an acknowledgement email that your submission was successful. We will review your résumé and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
