As a Customer Assistance Specialist in the Office of Management, Customer Assistance Group, you will respond to issues raised by and inquiries from the general public, Federal and State agencies, and consumer organizations regarding consumer issues requiring the application of consumer, community, and lending laws and regulations.
Alternate Location Arrangement (ALA) option available. See Additional Information.
Summary
As a Customer Assistance Specialist in the Office of Management, Customer Assistance Group, you will respond to issues raised by and inquiries from the general public, Federal and State agencies, and consumer organizations regarding consumer issues requiring the application of consumer, community, and lending laws and regulations.
Alternate Location Arrangement (ALA) option available. See Additional Information.
All candidates who are: 1. Current OCC employees who are qualifying as Status Candidates or who are currently serving on a Veterans Recruitment Appointment (VRA); 2. Former OTS employees currently serving under permanent Schedule A 213.3105(d)(1) appointments with the OCC; or 3. CTAP Eligibles.
The following are the duties of the Customer Assistance Specialist at the NB-IV level. If you are selected at the NB-III level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position.
As a Customer Assistance Specialist, you will:
Receive, process, and respond to oral and written customer complaints in a timely manner. Regularly enter, update, and retrieve complaint information into the complaint management system.
Review and evaluate complaints to determine applicable laws and regulations. Using knowledge of consumer, community and lending laws, review and evaluate actions proposed to resolve complaints while complying to OCC customer service daily/weekly production standards.
Monitor recurring issues and identify adverse trends in complaints and inquiries. Keep supervisors informed of plans and progress and outlines any precedent setting, controversial, or otherwise significant issues. Work with other OCC units or offices, when appropriate, to address the complaint or issue being considered.
Initiate required action for responses to complaints. Follow up on customer inquiries and complaints by contacting banks and other customers, as necessary.
Keep abreast of changes to consumer laws, regulations, and OCC policies and procedures. Initiate and maintain day-to-day working contact with banks.
This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time.
There are three key documents that contain important information about your rights and obligations. Please read and retain these documents:
FD-258 Privacy Act Statement - FBI (this is the same statement used when your fingerprints are submitted as part of your background investigation), and
SEAD-3-Reporting-U.pdf (dni.gov), (applicable to those who hold a sensitive position or have eligibility for access to classified information).
Complete a one-year probationary period (unless already completed).
Complete a background investigation (unless already completed).
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
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.
Travel occasionally to attend conferences and/or training.
Click here for important information about OCC ethics standards, such as the requirement that new hires divest their bank securities.
Qualifications
You must meet the following requirements within 30 calendar days after the closing date of the announcement:
For the band III:
You must have three years of general experience (one of which must be equivalent to the NB-II or GS-04 grade level) or one year of specialized experience at a level of difficulty and responsibility equivalent to the NB-II pay band level or GS-4 in the Federal service. General Experience is experience that demonstrates the ability to: (1) analyze problems to identify significant factors, gather pertinent data, and recognize solutions; (2) plan and organize work; and (3) communicate effectively orally and in writing. Examples of general experience for this position include:
- Providing administrative or technical support to an organization; and
- Working with individuals to accomplish work assignments; and
- Communicating with individuals inside and outside an organization to exchange information. OR
Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled. Examples of specialized experience for this position include:
Providing customer assistance on consumer, community, or lending-related matters; AND
Applying established laws, regulations, policies, or procedures to address consumer issues.
Education: You may substitute education for experience as follows: 4 year course of study leading to a Bachelor's degree, OR 1 year of graduate-level education or superior academic achievement. OR
Combination of Education and Specialized Experience: Have a combination of graduate level education from an accredited college or university AND general or specialized experience (as described above), which is equivalent to the NB-II band level or GS-4 in the Federal Service. This experience and education together meets 100% of the qualification requirements for this position. When an applicant has less than one year of specialized experience as described in the announcement, he or she may combine successfully completed graduate-level education with experience to meet the total qualification requirements. One year of full-time graduate education is considered to be number of credit hours that the school attended has determined to represent one (1) year of fully-time study. If the number cannot be obtained from the school, 18 semester hours will be considered an academic year of graduate study. The percentage of specialized work experience and the percentage of graduate study must total at least 100%.
For the band IV:
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the NB-III pay band level or GS-7 in the Federal service.
Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled. Examples of specialized experience for this position include:
Analyzing and resolving consumer issues involving consumer, community, lending, or fair lending laws and regulations; AND
Applying laws, regulations, policies, or procedures to prepare responses to customer complaints.
Education: You may substitute education for experience as follows: master's or equivalent graduate degree; or 2 full years of progressively higher level graduate education leading to such a degree; or LL.B. or J.D., if related, OR
Combination of Education and Specialized Experience: Have a combination of graduate level education from an accredited college or university AND specialized experience (as described above), which is equivalent to the NB-III band level or GS-7 in the Federal Service. This experience and education together meets 100% of the qualification requirements for this position. When an applicant has less than one year of specialized experience as described in the announcement, he or she may combine successfully completed graduate-level education with experience to meet the total qualification requirements. One year of full-time graduate education is considered to be number of credit hours that the school attended has determined to represent one (1) year of fully-time study. If the number cannot be obtained from the school, 18 semester hours will be considered an academic year of graduate study. The percentage of specialized work experience and the percentage of graduate study must total at least 100%.
The experience may have been gained in the public sector, private sector, or through volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
To receive any credit for your work experience, please indicate dates of employment by month/year, and indicate the number of hours worked per week, on your resume.
Education
Please see Qualifications section for education.
Additional information
Applicants may apply under OCC's Alternative Location Arrangement and will be subject to the provisions of the Alternative Location Arrangements PPM 3110-53. Houston, TX is the preferred location; though, any U.S. location of the OCC will be considered under an alternative work location provided the location is cost effective, operationally efficient, and complies with the standards contained in the Alternative Location Arrangements PPM 3110-53.
Salary range does not includegeographical pay.
For specific information on geographic pay differentials, click here.
If you are a current OCC employee who previously received a waiver determination permitting you to retain bank securities due to extenuating circumstances, please note that this determination may be rescinded if the nature of your duties changes. We strongly suggest that you discuss the potential implications of any change in duties on a prior securities determination with your ethics official.
We may select from this announcement or any other source to fill one or more positions.
The candidate selected for this position may be credited with directly-related non-Federal experience for annual leave purposes if eligible and considered appropriate.
Click all links in this vacancy announcement to view additional information and instructions.
Must be a U.S. citizen or U.S. National - Please refer to "Conditions of Employment."
Click "Print" to review the entire announcement before applying.
The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Fair Chance to Compete Act. Applicants who believe they have been subjected to a violation of the Fair Chance to Compete for Jobs Act, may submit a written complaint to the Department of Treasury by email at, FairChanceAct@treasury.gov. To learn more, please visit our page at: Treasury.gov/fairchanceact.
Optional Essay Questions: Applicants may choose to respond to four short essay questions (200 words max each) to help us better understand your alignment with the agency's mission. These responses are optional and will not affect the applicant's eligibility.
All newly appointed employees to the competitive service are subject to a probationary period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
You will be evaluated for this job based on how well you meet the qualifications above.
Your application package includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.
Once the announcement closes, we will conduct a review of your application package to verify your eligibility and qualifications. If you are found qualified, your application will move forward to additional phases of the review process.
Minimum Qualifications: Once the application process is complete, Human Resources or Subject Matter Expert (SME) will review the first two pages of your resume and supporting documentation to determine whether you meet the minimum job qualifications.
Resume Evaluation Panel Review: After it has been determined that you meet the minimum qualifications, Subject matter experts (SMEs) may review the first two pages of your resume to determine your technical qualifications for this position based on the required competencies. Additional documentation (e.g., cover letter, links embedded in your resume) may not be considered.
Your application and resume should demonstrate that you possess the following competencies. Do not provide a separate narrative written statement. Rather, you must describe in your resume how your past work experience demonstrates that you possess the competencies identified below. Use specific examples of employment or experience contained in your resume and describe how this experience has prepared you to successfully perform the duties of this position.
Rating: Your application package will be evaluated in the following areas:
Technical Knowledge Oral Communication
Written Communication
Flexibility
Initiative
Planning/Organizing
Problem Solving
Teamwork
Internal/External Awareness
Your application package 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.
Current OCC employees must have a performance rating of at least Fully Successful (i.e., Level 3) to be eligible for promotion.
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.
If you are a displaced or surplus federal employee eligible for the Career Transition Assistance Plan (CTAP), you must be rated as well-qualified to receive special selection priority. "Well-qualified" means that in addition to meeting the minimum qualification requirements and selective placement factor(s), if applicable, you must receive a score of 85 or higher.
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.
A complete application package includes: 1) A resume, 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). Note: Please ensure that all bank, financial, and other confidential or sensitive information is removed/redacted from each document.
RESUME: All applicants are required to submit a resume by either creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.)To receive any credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please review Resume Tips.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP for eligibility and a detailed list of required documents.
VETERANS' PREFERENCE DOCUMENTATION: If you are a former OTS employee serving under a permanent Schedule A 213.3105(d)(1) appointment at the OCC and you are a veteran, you must submit a copy of your DD-214 showing type of separation and character of service (e.g. DD-214 Member 4 Copy) and if applicable, VA letter. Ten-point preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with required documentation listed on the back of the SF-15 form. You can find additional information about Veterans' Preference at http://www.fedshirevets.gov/.
EDUCATION DOCUMENTATION: If you are qualifying for this position by substituting education or training for experience, you must submit an official or unofficial copy of your transcripts, or equivalent, with your application. An official transcript will be required if you are selected. 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.
OPTIONAL DOCUMENTS: In addition, you may submit the following:
- Cover letter
- Recent performance evaluation (be sure to redact/remove all sensitive information prior to submitting).
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
The following instructions outline our application process. You must complete the online application process and submit any required documents by 11:59 p.m. Eastern Standard Time (EST) on the closing date of this announcement. We are available to assist you during business hours (8:00 a.m. - 4:00 p.m. Eastern Standard Time, Monday - Friday). If applying online poses a hardship, you must contact us by noon Eastern Standard Time on the announcement's closing date. If you are unable to apply online, you must request an alternative application which is available from the Human Capital Office. Please contact Wendy Taylor at Wendy.Taylor@occ.treas.gov or 202-649-6674 to obtain an alternative application.
If you require a reasonable accommodation for disability during any part of the application and hiring process, please contact LaToya Wilson by phone at 202-649-6322 or by email at LaToya.Wilson@occ.treas.gov. Treasury provides reasonable accommodation to applicants with disabilities on a case-by-case basis. You must contact us by 5:00 p.m. Eastern Time on the announcement's closing date to request accommodation. If you are deaf, hard of hearing, or have a speech disability, please dial 7-1-1 to access telecommunications relay services. Ms. Wilson is not the point of contact for questions about the vacancy announcement.
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the Announcement to receive consideration.
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 resume 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.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Capital Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
OFFICE OF MANAGEMENT
400 7th Street SW
Washington, DC 20219
US
Next steps
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated.
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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application package includes: 1) A resume, 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). Note: Please ensure that all bank, financial, and other confidential or sensitive information is removed/redacted from each document.
RESUME: All applicants are required to submit a resume by either creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.)To receive any credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please review Resume Tips.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP for eligibility and a detailed list of required documents.
VETERANS' PREFERENCE DOCUMENTATION: If you are a former OTS employee serving under a permanent Schedule A 213.3105(d)(1) appointment at the OCC and you are a veteran, you must submit a copy of your DD-214 showing type of separation and character of service (e.g. DD-214 Member 4 Copy) and if applicable, VA letter. Ten-point preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with required documentation listed on the back of the SF-15 form. You can find additional information about Veterans' Preference at http://www.fedshirevets.gov/.
EDUCATION DOCUMENTATION: If you are qualifying for this position by substituting education or training for experience, you must submit an official or unofficial copy of your transcripts, or equivalent, with your application. An official transcript will be required if you are selected. 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.
OPTIONAL DOCUMENTS: In addition, you may submit the following:
- Cover letter
- Recent performance evaluation (be sure to redact/remove all sensitive information prior to submitting).
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
The following instructions outline our application process. You must complete the online application process and submit any required documents by 11:59 p.m. Eastern Standard Time (EST) on the closing date of this announcement. We are available to assist you during business hours (8:00 a.m. - 4:00 p.m. Eastern Standard Time, Monday - Friday). If applying online poses a hardship, you must contact us by noon Eastern Standard Time on the announcement's closing date. If you are unable to apply online, you must request an alternative application which is available from the Human Capital Office. Please contact Wendy Taylor at Wendy.Taylor@occ.treas.gov or 202-649-6674 to obtain an alternative application.
If you require a reasonable accommodation for disability during any part of the application and hiring process, please contact LaToya Wilson by phone at 202-649-6322 or by email at LaToya.Wilson@occ.treas.gov. Treasury provides reasonable accommodation to applicants with disabilities on a case-by-case basis. You must contact us by 5:00 p.m. Eastern Time on the announcement's closing date to request accommodation. If you are deaf, hard of hearing, or have a speech disability, please dial 7-1-1 to access telecommunications relay services. Ms. Wilson is not the point of contact for questions about the vacancy announcement.
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the Announcement to receive consideration.
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 resume 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.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Capital Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
OFFICE OF MANAGEMENT
400 7th Street SW
Washington, DC 20219
US
Next steps
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated.
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.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
