Customer Assistance Specialist, NB-0301-III/IV

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. THE CLOSING DATE HAS BEEN EXTENDED.

Duties

• 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.

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.

Requirements

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: Noncriminal Justice Applicant's Privacy Rights, for those who undergo an FBI fingerprint-based criminal history record check for personnel vetting, which includes Rap Back, 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). Complete a Declaration for Federal Employment to determine your suitability for Federal employment. 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.

Education

Please see Qualifications section for education.

How to apply

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 [email protected] 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 [email protected]. 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. To preview the Application Questionnaire, please click here:https://apply.usastaffing.gov/ViewQuestionnaire/13034255. 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.