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.
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.
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 you will be evaluated
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.