Senior Consumer Affairs Specialist, CG-0301-13/14 - Military Veterans

This position is located in the Division of Depositor and Consumer Protection, National Center of Consumer and Depositor Assistance (NCDA) of the Federal Deposit Insurance Corporation and provides support in the areas of consumer response and deposit insurance functions including bank adherence to federal consumer protection laws, deposit insurance education and outreach, quality assurance, data trends analysis, and database management. The duty location is determined upon selection.

At the full performance level, major duties include: Supports the oversight and management of the public-facing database management system utilized throughout the Consumer Affairs Branch for managing public inquiries of the FDIC, in addition to producing periodic and non-routine management reporting products in report or dashboard format, and contributing content and design of consumer protection educational materials. Serves as back-up to and assists the NCDA specialist responsible for managing the NCDA’s Quality Assurance Program (QAP). Builds thorough understanding of the QAP and provides assistance in administering it for the NCDA’s consumer response and deposit insurance functions, which include overseeing and coordinating the quality check processes, quality assurance, and DCP internal review audit programs. Validates management reports and assists with ensuring accuracy of briefing materials on highly sensitive, complex issues related to consumer protection and fair lending prepared by others. Responsible for measuring performance and detecting trends and potential problems, revising existing procedures, or responding to senior management information requests. Provides desk side coaching to new employees in the areas of deposit insurance and federal consumer protection regulations, in addition to NCDA policy and procedures, and database system management requirements. Maintains current knowledge, answers questions of other employees on procedures, practices, policies, directives, etc., and obtains needed information on problems that arise. Investigates and responds orally or in writing to complex and/or sensitive consumer complaints and inquiries regarding consumer protection laws and general banking procedures. Such complaints or inquiries may include FDIC Chairman, Congressional, White House referrals, and discrimination complaints. Responds to written and telephone inquiries from bankers, consumers and others concerning complex aspects of the FDIC's rules and regulations for deposit insurance coverage. The incumbent uses a broad knowledge of the rules for deposit insurance coverage to advise bankers and consumers about FDIC insurance coverage, focusing on mitigating consumer harm, correcting misinformation, and working with consumers to allow them to make informed decisions about their deposits.

Qualifying experience may be obtained in the private or public sector. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic, religious/spiritual; community; student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Additional qualifications information can be found here. CG-13: To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the 12 grade level or above in the Federal service. Specialized experience is defined as experience responding to inquiries, researching and interpreting information on deposit insurance; developing and disseminating informational tools related to Deposit Insurance or federal consumer protection laws; producing reports from a database management system. CG-14: To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the 13 grade level or above in the Federal service. Specialized experience is defined as experience providing technical expertise (or subject matter expert guidance) on Deposit insurance or federal consumer protection laws; utilizing a database system to track and monitor consumer complaints and consumer protection inquiries; and assisting in the development, implementation, and monitoring of a consumer affairs program. Applicants must have met the qualification requirements (including selective placement factors – if any) for this position within 30 calendar days of the closing date of this announcement.

Completion of Financial Disclosure may be required. Background Investigation (BI) required.