Assistant Director, Customer Service and Investigations, CM-1101-02

Washington, D.C
May 27, 2022
Jun 01, 2022
Executive, Director
Full Time

Management Oversight
• Manages and directs all aspects of mission critical work associated with the broad range of issues, problems, and challenges involving investigations and inquiries resulting from the resolution of failed depository institutions.
• Serves as the principal liaison for coordinating activities with and obtaining resources from organizations involved in resolutions, customer service, and investigations, including the Legal Division, the Division of Risk Management Supervision, the Division of Depositor and Consumer Protection and the Division of Finance. Develops and implements plans to ensure that trained staff are available for a wide range of customer service and investigations activity.
• Exercises supervisory personnel management authority ensuring that all operating programs under his/her direction are administered effectively and in accordance with statutory mandates and broadly stated objectives and priorities. Assigns work based on priorities and complexity of the assignments. Provides leadership, advice, guidance, and constructive feedback to staff on roles, responsibilities, and goals. Evaluates employee performance and approves other personnel actions including leave, awards, promotions, reassignments, and disciplinary actions.

• Manages the development and coordination of analyses addressing complex financial and accounting issues, expense and delinquency reports, legal fee bills, and asset review reports to ensure the efficient operation of the investigations program and that corporate and Divisional goals and objectives are met.
• Serves as the principal liaison with other law enforcement agencies, such as the Office of the Inspector General, Federal Bureau of Investigation, and other federal and local law enforcement officials on significant matters that may involve federal indictments or other criminal charges on individuals that may have played key roles in the failure of an insured financial institution.
• Reviews and evaluates complex legal documents for development of lawsuits, identifies privileged documents, and assists local counsel in litigation. Reviews the magnitude and specifics of criminal irregularities uncovered during the investigative process and makes recommendations to pursue a criminal investigation when necessary.

Customer Service
• Directs responses to inquiries and complaints involving critical, sensitive, or controversial matters, including requests from failed bank customers, Freedom of Information Act (FOIA) requests, and requests from Congress. Establishes policy and procedures governing the handling of such matters, facilitates their timely resolution, and ensures communication of clear and accurate information in response to all inquiries regarding FDIC procedures or failed institution assets. Identifies any issues impeding the handling of such matters and directs efforts to establish strategies to correct these issues.
• Analyzes and recommends changes to the Corporation's existing policies and procedures to improve the overall effectiveness of processes within the functional areas under his/her direction. Advises first-line managers regarding the implementation of industry "best practices" in customer service.
• Ensures accurate implementation and compliance with all corporate policies and procedures related to the establishment of failed bank call centers, issuance of Powers of Attorney, release of collateral documentation, facilitation of records research and destruction requests, or the handling of any other internal or external customer service inquiry, request, or closing activity involving failed financial institution records.

• Presents oral and written presentations to senior management officials of the Corporation as well as officials of other agencies concerning investigations, negotiated transactions, and resolution activities and initiatives.
• Represents the Division with state and federal agencies, including state banking commissions, the Office of the Comptroller of the Currency and the Federal Reserve, articulating FDIC policies and procedures, and gains the cooperation and support of top policy-making officials within and outside of the Corporation.


Conditions of Employment

Completion Of Financial Disclosure May Be Required.

High Risk Position - Background Investigation (BI) required.

Employee may be relocated to any duty location to meet management needs.


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 .

In order to qualify, applicants must have one year of specialized experience in a government agency (equivalent in the federal government to CG/GS-14 or above) or private industry. Specialized experience is defined as experience managing, directing, or leading others to oversee bank resolution activity from pre-failure to post failure in the areas of investigative work, records management, and research into inquiries from the resolution of failed banks.

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.


There is no substitution of education for the experience for this position.

Additional information

To read about your rights and responsibilities as an applicant for Federal employment, click here .

If selected, you may be required to serve a probationary period.

If selected, you may be required to serve a supervisory/managerial probationary period.

Additional selections may be made from this vacancy announcement to fill identical vacancies that occur subsequent to this announcement.