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 Consumer Affairs Specialist - Alexandria, Virginia, United States

   
Job information
Posted by: National Credit Union Administration 
Hiring entity type: Banks and Financial Svcs. 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: US$63583 - 63584
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Public Relations
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 548511400_Alexandria_VA / Latpro-3710949 
Date posted: Oct-11-2019
State, Zip: Virginia, 22301

Description




  • Duties

    Summary

    This position is located in the National Credit Union Administration (NCUA), Office of Consumer Financial Protection. The position serves as the Consumer Affairs Specialist. The incumbent will be responsible for analyzing and resolving consumer, congressional, and general public federal credit union related complaints and concerns received through the NCUA Consumer Assistance Center (CAC).

    Learn more about this agency

    Responsibilities

    As a Consumer Affairs Specialist, you will:

    Analyze consumer complaints and inquiries in a timely and efficient manner in accordance with NCUA policies and procedures as it relates to NCUA's enforcement of federal consumer financial protection laws and regulations within federally insured credit unions.
    Draft appropriate correspondence to the complainant, credit union, or other relevant party in order to affect a prompt investigation and resolution of the complaint.
    Conduct follow-up procedures to ensure credit union compliance with federal consumer financial protection laws and regulations to ensure complaints are concluded in a timely manner.
    Evaluate the results of the investigations to determine if any consumer protection or consumer compliance laws or regulations governed by NCUA have been violated.
    Handle complex consumer financial compliance related matters, phone calls, or complaints that may arise during the course of business.
    Serve as an NCUA Consumer Assistance Center agent in cases of an emergency declared by the President, the NCUA Board, Executive Director, or their designee.
    Coordinate with other offices and the regions to gather and share the operational status of credit unions during declared events.
    Conduct follow-up procedures to ensure credit union compliance with federal consumer financial protection laws and regulations to ensure complaints are concluded in a timely manner.
    Research federal consumer financial protection laws and regulations to respond to written and telephonic inquiries from the general public.
    Draft appropriate correspondence to the complainant, credit union, or other relevant party in order to affect a prompt investigation and resolution of the complaint.
    Assist with drafting reports of the results of the federal consumer financial compliance regulation violations, complaint trends, and credit union practices.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    11

  • Job family (Series)

    0580 Credit Union Examiner



  • Requirements

    Conditions of Employment
    • You must be a U.S. Citizen.
    • Suitable adjudication of background/security investigation is required.
    • Financial disclosure is required.


    Qualifications

    To qualify at the grade CU-11 , you must have one of the following:

    A. Have at least one full year of specialized experience comparable in scope and responsibility to the CU/GS-09 level in the Federal service (obtained in either the public or private sectors). Specialized experience for the CU-11 position is defined as experience providing assistance and education to consumers concerning their rights as it relates to matters involving federal consumer financial protection laws and regulations.

    OR

    B. Have successfully completed a Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher level graduate education leading to such a degree. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of the position.

    OR

    C. Have a combination of specialized experience as described in "A" above and more than two years of education as described in "B" above, which when combined must equal at least 100% of the grade level requirement.

    To qualify at the grade CU-09 , you must have one of the following:

    A. Have at least one full year of specialized experience comparable in scope and responsibility to the CU/GS-07 level in the Federal service (obtained in either the public or private sectors). Specialized experience for the CU-09 position is defined as experience analyzing consumer complaints to determine appropriate course of handing as it relates to procedural and jurisdictional application of federal consumer financial protection law and regulation related complaints and inquiries.

    OR

    B. Have successfully completed a master's or equivalent graduate degree or two (2) full years of progressively higher level education leading to such a degree or have successfully completed a LL.B. or J.D., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of the position.

    OR

    C. Have a combination of specialized experience as described in "A" above and more than two years of education as described in "B" above, which when combined must equal at least 100% of the grade level requirement.

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



    Education

    Education is not required for this position however it may be used to qualify. See the "Qualifications" section for more information.

    All education must be received by an accredited institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with an education requirement) therefore, applicants must report only attendance and/or degrees received from schools recognized by the U.S. Department of Education. Applicants may verify accreditation at the following website: ope.ed.gov/accreditation/ .

    FOREIGN EDUCATION: Education completed outside of the United States must be deemed equivalent to that gained in accredited U.S. education programs to be acceptable for federal employment.



    Additional information

    If you are selected for this position at the CU-09, you may be non-competitively promoted to the CU-11 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, and fulfillment of the necessary qualification requirements.

    Pay will be set within the advertised pay range to align with the selectee's skills and experience and the requirements of the 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 42.87% for the Alexandria, Virginia geographical area.

    SELECTIVE SERVICE: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System or are exempt from having to do so under the Selective Service Law. You may register or check status of your registration by visiting the Selective Service website at: http://www.sss.gov/ .

    This position is in the bargaining unit.

    Shared Certificates : Applicants may be considered for other positions within the agency that require similar qualifications and are in the same series and at the same grade level of this position.

    NCUA IS A COMPETITIVE SERVICE FEDERAL AGENCY.

    NCUAuses E-Verify, a web-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify , including your rights and responsibilities.

    More than the number of positions listed may be filled through this vacancy announcement.

    Read more

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    First, 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.

    Second, if you have a complete application package, your RESUME will be reviewed to determine if you meet the basic qualifications and specialized experience requirements (see "Qualification and Evaluations" section). You must provide specific details in your resume as to how your experience meets the specialized experience.

    Third, your resume and supporting documentation will be compared to your responses to the assessment questions. The numerical rating you receive is based on your responses to the questions. If upon review it is determined that your resume and supporting documentation do not support your responses to the questions, your numerical rating may be adjusted and you may be excluded from consideration for this position.

    If you are found to be among the top qualified candidates, your application will be referred to the selecting official for employment consideration. To preview the application questionnaire, please click here: https://apply.usastaffing.gov/ViewQuestionnaire/10621279 .

    The self-assessment questions have been developed to evaluate your competency in the following areas:

    • Compliance
    • Customer Service
    • Financial Institution Examination
    • Writing
    Read more

    Background checks and security clearance
    Security clearance

    Not Required

    Drug test required

    No

    Position sensitivity and risk

    Moderate Risk (MR)

    Trust determination process

    National security



  • Required Documents

    Please Note: Current permanent NCUA employees are not required to submit a Notification of Personnel Action (SF-50). Status will be confirmed by the Agency.

    CTAP: Federal employees seeking CTAP eligibility must submit proof of their eligibility:
    Copy of agency notice;
    Most recent performance rating.
    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 .

    To apply for this position, you must provide a complete Application Package which includes:
    1. Resume
    2. Other supporting documents:

    • Cover Letter, optional
    • Career Transition Assistance Program Documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
    YOUR RESUME MUST provide specific details as to how your experience meets the specialized experience as described in the vacancy announcement. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade (if you are a current or previous federal employee), month and year that you began and ended for each position held or that position may not be credited toward meeting the specialized experience requirement. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Failure to provide details will result in an ineligible rating.

    YOUR RESUME MUST support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration. Your latest resume submitted for this vacancy announcement will be used to determine qualifications and supersedes previous submissions.


  • Benefits

    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. Learn more about federal benefits .

    Review our 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.



  • Fair & Transparent

    The Federal hiring process is setup to be fair and transparent. Please read the following guidance.



    Equal Employment Opportunity Policy

    The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

    • Equal Employment Opportunity (EEO) for federal employees & job applicants
    Read more

    Reasonable Accommodation Policy

    Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

    A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

    Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

    • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
    • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
    • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

    You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

    Learn more about disability employment and reasonable accommodations or how to contact an agency.

    Read more Legal and regulatory guidance
    • Financial suitability
    • Social security number request
    • Privacy Act
    • Signature and false statements
    • Selective Service
    • New employee probationary period

This job originated on www.usajobs.gov . For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/548511400 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.



Requirements

See Job Description

 

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