Senior Consumer Affairs Specialist, CG-0301-14

Washington, D.C
Sep 14, 2021
Sep 17, 2021
Full Time


This position is located in the Division of Depositor and Consumer Protection, Consumer Affairs Section in the Headquarters of the Federal Deposit Insurance Corporation and responsible for oversight and management of the consumer-facing case management technology and systems used throughout the Branch for managing consumer complaints and inquiries.

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

Learn more about this agency


  • Analyzes business needs and develops reporting products to meet the needs of headquarters and regional management and staff as necessary. Produces both routine trends and analysis reports along with non-routine requests for specific data. Supports interdivisional data dashboards for senior management.
  • Provides technical and in-depth knowledge to ensure the database used for managing banker and public inquiries of the FDIC, as well as consumer complaints related to the bank's handling of their specific account(s), is appropriately working and addressing the needs of the Division.
  • Serves as subject matter and technical expert for the development of public education campaigns. Oversees the development of education materials on relevant consumer protection rules and regulations for the banking industry and the public (including brochures, videos, training guides, etc.) on consumer protection issues. Responsible for developing new and revising existing consumer resources on the FDIC's internal and public websites.
  • Performs diverse project assignments and special studies crossing managerial and/or functional lines. Conceives, plans and conducts studies about program operating practices or procedures; independently identifies problems and devises the appropriate course of action acceptable to senior management; assures effective follow-through within the FDIC to accomplish desired results; and represents the Division in the furtherance of these projects, as required, with senior officials within and outside the FDIC.
  • Develops long range plans, programs, and operating policies and procedures related to the Section's mission and function. Analyzes and evaluates complex proposals and recommendations in light of documentary evidence and other data. Make recommendations and decisions that have a significant impact on Division operations.

Travel Required

Not required

Supervisory status

Promotion Potential


Conditions of Employment

Registration with the Selective Service.

U.S. Citizenship is required.

Employment Conditions.

Completion of Financial Disclosure may be required.


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 .

To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the CG/GS-13 grade level or above in the Federal service. Specialized experience is defined as experience analyzing data, identifying trends and emerging issues, creating reports, working with collaboration tools, developing web pages, and creating documentation including manuals for computer-based systems, and other materials related to the financial industry for public consumption.

Applicants eligible for ICTAP (Interagency Career Transition Assistance Program) must achieve a score of 80 or higher in the online assessment to be determined "well qualified" for this position. For more information, click here .


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

Additional information

If selected, you may be required to serve a probationary or trial period as applicable to appointment type.

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

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your resume and the online assessment questionnaire will be reviewed to determine whether you meet the qualification requirements outlined in this announcement. Therefore, it is imperative that your resume contain sufficiently detailed information upon which to make the qualification. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, and if the position is/was in the Federal government, you should provide the position series and grade level.

Your resume will also be evaluated to measure your responses to the assessment questions. If you rated yourself higher on the questionnaire than what is supported by your resume, your overall qualifications assessment may be adversely affected.

If you are found qualified, you will be placed in one of three categories: Best Qualified, Highly Qualified, or Qualified. These category assignments are a measure of the degree in which your background and responses to the assessment questions match the competencies/knowledge, skills, and abilities (KSAs) listed below. Within these categories, candidates eligible for veterans' preference will receive selection priority over non-veterans.

1. Ability to manage and oversee large scale information technology projects, including monitoring stretch goals, system requirements, delivery dates, and user following up.

2. Knowledge of reporting systems and understanding of data to enable production of data reports and dashboards.

3. Knowledge of consumer protection laws and regulations, and procedures and techniques for investigating complaints involving these laws and regulations.

4. Knowledge of information technology terms and system development processes from conception through delivery and follow-up.

5. Ability to communicate orally to make presentations, provide instruction and training to resolve questions.

6. Ability to communicate in writing to present findings, recommendations, analysis and conclusions in a logical manner.

You do not need to respond separately to these KSAs. Your answers to the online questionnaire and resume will serve as responses to the KSAs.

To preview questions please click here .

Background checks and security clearance

Security clearance

Drug test required

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process

Required Documents

Failure to provide all of the required documentation as stated in this vacancy announcement, may result in an ineligible determination or may affect your consideration status. Please review the following to determine your eligibility and which document(s) is required to complete your application.

VETERANS' PREFERENCE: If you are claiming veterans' preference, click here . (Note: Veterans must submit the Member 4 copy of the DD 214, Certificate of Release or Discharge from Active Duty - or other copy showing the type of discharge/character of service [e.g., Honorable, Under Honorable Conditions, etc.] along with any other required documents (e.g., DD-214, VA Letter, SF-15, etc.) to demonstrate veterans' preference eligibility.)

INTERAGENCY TRANSITION ASSISTANCE PROGRAM (ICTAP): If you are a displaced or surplus Federal employee eligible for consideration under the ICTAP, you must submit proof of eligibility. For more information, click here .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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