Director of Consumer Affairs
National Credit Union Administration - Alexandria, VA

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      • "The Partnership for Public Service Best Places to work rankings for 2012 rank NCUA as 6th out of 22 comparably sized agencies."

        Invest in your nation's future, make a difference in your community...gain from the experience. At the National Credit Union Administration (NCUA) you're not just a number, working to make quotas or improve the bottom line, you have the opportunity to make a difference. NCUA is the federal agency that charters and supervises federal credit unions and insures savings in federal and most state-chartered credit unions across the country through the National Credit Union Share Insurance Fund (NCUSIF), a federal fund backed by the full faith and credit of the United States Government.

        This position is located in the Office of Consumer Protection is is responsible for directing, maintaining and innovating the agency’s consumer financial protection complaint management system. This system includes the NCUA consumer assistance center which processes complaints and inquires via the web, telephone, U.S. mail and fax. It also involves overseeing a staff responsible for responding to federal credit union member complaints and Congressional inquiries; and maintaining the agency’s consumer website.
        • You must be a U.S. Citizen.
        • Suitable adjudication of background/Security Investigation is required.
        • Relocation expenses are authorized for NCUA employees only.
        • A probationary period may be required.

        DUTIES: As the Director for Consumer Affairs you will:

        Direct and maintain a cutting-edge automated consumer financial protection and complaint management system for complaints from credit union members and inquiries from the general public.

        Oversee the efficient processing and timely resolution of federal credit union member complaints and Congressional inquiries involving consumer financial protection laws and regulations.

        Serve as project manager for special consumer financial protection initiatives and programs.

        Serve as the agency's expert on consumer financial protection laws, regulations and policies as they relate to credit union members

        Provide consumer assistance center quality control and vendor management.

        Analyze consumer financial complaint and inquiry data to inform other consumer protection and education function.

        Maintain and enhance NCUA’s consumer website, www. , and sub-site Pocketcents, with current consumer information.

        Work with other regulatory agencies and members of the credit union community to improve the NCUA’s consumer financial protection efforts.

        QUALIFICATIONS REQUIRED: You must have one full year of specialized experience equivalent to the next lower grade level in the federal service. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.

        For the CU-15 level, you must have one year of specialized experience equivalent to the CU/GS-14 level in the federal government.

        Specialized experience is defined as experience in at least three (3) of the following areas: 1) directing or managing a consumer financial complaint response center; 2) experience reviewing consumer financial complaints, assessing industry responses, and identifying significant trends in consumer financial complaints; 3) maintaining a consumer financial information or education website; and 4) developing and implementing financial literacy and education programs.

        ** Please note: You may be required to serve a supervisory probationary period.


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

        HOW YOU WILL BE EVALUATED: 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. If you meet the qualification requirements, your application will be placed in one of three categories: Best Qualified, Better Qualified, or Qualified. Within these categories, applicants eligible for veterans' preference will receive selection priority over non-veterans.

        Do not overstate or understate your level of experience and capability. You should be aware that your ratings are subject to evaluation and verification.

        Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:

        1. Skill in maintaining a consumer financial information or education website.

        2. Skill in directing a consumer financial complaint response center.

        3. Ability to supervise a subordinate staff.

        4. Ability to communicate effectively other than in writing in order to convey information between different offices as well as senior management and stakeholders.

        5. Skill in communicating effectively in writing in order to prepare reports, correspondence, etc.

        BENEFITS: NCUA participates in all Federal Benefits programs including but not limited to: Leave, Health Benefits, Life Insurance, Retirement Benefits, Long Term Care and Flexible Spending Account.

        OTHER INFORMATION: 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 21.87 percent for the Alexandria, VA geographical area.

        NCUA IS A COMPETITIVE SERVICE AGENCY. - 2 years ago - save job
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