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Vacancy Details


Announcement Number:
Hiring Agency:
Consumer Financial Protection Bureau
Position Title:
Consumer Response Manager (Investigations)
Open Period:
04/12/2012 - 05/11/2012
CN - 0301 60
$103000.00 - $187800.00
Promotion Potential:
Duty Location(s):
3 Vacancy in
  • Washington, DC, US
For More Info:
Applicant Call Center


Who May Apply:

Applications will be accepted from U.S. citizens. 

Duration Appointment:
Not-to-exceed 18 months; May be extended or may be made permanent.
Marketing Statement:

Do you want to be a leader in your field at the Consumer Financial Protection Bureau (CFPB) – a groundbreaking organization solely devoted to the economic strength and vitality of American Families?  Do you want to challenge yourself and others?  If you answer "Yes", then we have a career for you!  CFPB professionals have unparalleled opportunities to expand horizons for themselves and for the nation.  Be one of the founding members of an agency that will make a difference in the lives of everyday American families!


This position is located in the Consumer Financial Protection Bureau, Office of the Chief Operating Officer, Response Center.  The Response Center intakes and addresses or refers consumer complaints; addresses consumer inquiries regarding the basic aspects of consumer financial products and services; and leverages consumer complaint and inquiry data to inform other consumer protection functions, such as supervision and rulemaking.  As Consumer Response Manager – Investigations, you will provide supervision and guidance for assigned Consumer Response investigations staff. 

  • This position is being filled under CFPB's excepted service authority.

  • Appointments under this authority will be made in the excepted service and do not convey competitive status.

  • This appointment may be extended to July 20, 2015.

  • This appointment may be eligible for conversion to a permanent position; If made permanent, this position would remain in the excepted service.

  • Employee may be subject to a trial period that will cover the full period of the appointment, including extensions up to two years.

Supervisory Position:
[ERROR rendering field]
Key Requirements:

Background investigation U.S. Citizenship


The major duties of this position include:

  • Lead a consumer complaint investigation unit that is responsible for performing and documenting complex complaint case analyses under time constraints, which requires: applying existing knowledge of the standards for evaluating regulatory compliance in various consumer financial protection scenarios; critically assessing the relevancy and sufficiency of available documentation and assertions made by consumers and companies; and documenting regulatory compliance conclusions supported by logical reasoning and available evidence.

  • Lead others in complex independent research of existing consumer financial protection regulations to determine their correct application in highly complex or ambiguous consumer protection scenarios.  Effectively communicate research findings with colleagues.

  • Analyze the results of cumulative consumer complaint investigations and communicate both organizational challenges and emerging trends to Bureau examiners, enforcement attorneys, and related stakeholders.

  • Develop and maintain appropriate team knowledge of consumer laws applicable to unit cases to include: Truth In Lending Act (TILA), Truth in Savings Act (TISA), Equal Credit Opportunity Act (ECOA), Real Estate Settlement Procedures Act of 1974 (RESPA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), Home Mortgage Disclosure Act of 1975 (HMDA), Home Owners Protection Act of 1998 (HOEPA), Electronic Fund Transfer Act, and related regulations at the State level that prohibit unfair or deceptive practices.

  • Coordinate with the Section Chief to determine priorities, objectives, and policies of the assigned consumer complaint investigation unit; assess program strategies, objectives, and plans for short and long-term effectiveness; establish and evaluate consumer response standards and performance measures; and provide direction to staff.

  • Participate in the preparation of Congressional testimony and briefings of senior leadership. Review and ensure accuracy of standards and reports for a variety of purposes and audiences, including in response to Congressional and audit requests.

  • Conduct meetings, participate on committees, and represent the CFPB in a variety of forums requiring formal presentations and in-depth technical knowledge of consumer financial protection laws, and CFPB mission and function.  Establish working relationships with staff at all levels of the organization, the public and other Federal agencies.

  • Manage, develop, and direct employees in the unit.

  • Stays abreast of changes of federal consumer financial protection laws.

  • Follows all Federal and Bureau requirements regarding Records Management, Privacy, FOIA, Transparency, Ethics, and Procurement.  Attends and participates in all mandatory training or bureau events.

Qualifications and Evaluations


Specialized Experience:  To qualify at CN-60, you must have one year of specialized experience at or equivalent to the CN-53 level in the Federal service.  (For qualification purposes, the CN-53 level is broadly equivalent to the GS-13 level.)  For this position, specialized experience  is defined as experience determining applicability of some of the following enumerated consumer laws to consumer complaints:  Truth In Lending Act (TILA), Truth in Savings Act (TISA), Equal Credit Opportunity Act (ECOA), Real Estate Settlement Procedures Act of 1974 (RESPA), Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FCDPA), Home Mortgage Disclosure Act of 1975 (HMDA), Home Owners Protection Act of 1998 (HOEPA), Electronic Fund Transfer Act, and/or related regulations (at the state level) that prohibit unfair or deceptive practices; AND at least two of the following:

  1. Experience applying legal, regulatory, or policy requirements as a member of a depository institution or non-depository financial services company compliance or risk management team or in an effort to monitor or oversee compliance with such requirements; or

  2. Analyzing the effectiveness of compliance and/or risk management programs to ensure appropriate compliance with applicable regulations and program goals and objectives; or 

  3. Monitoring, evaluating, and resolving team performance challenges and independently designing and leading the implementation of solutions that effectively address those performance challenges.

The experience may have been gained in either the public or private sector.  One year of experience refers to full-time work; part-time work is considered on a prorated basis.


Your application includes your:
1. Resume,
2. Responses to the online questions,
3. Required supporting documents;
4. Cover letter (optional).
Note: If a cover letter is submitted, it may be used to assess your qualifications.

We use a multi-step process to evaluate and refer applicants:

1. Minimum Requirements: Your application must show that you meet all requirements, including the education and/or experience required for this position. You may be found "not qualified" if you do not possess the minimum competencies required for the position. If your application is incomplete, we may rate you as ineligible.

2. Rating: Your application will be evaluated against your responses to the occupational questionnaire. You may also be further evaluated using additional assessment processes.

Category rating procedures will be used to rank and refer eligibles. Based on your responses to the online questionnaire, you will be assigned a score. Your score will determine in which of the three categories you will be placed: Categories A, B, or C. Under this process, veterans will be assigned to the appropriate category (without additional preference points) and then placed at the top of their category.

Review your resume and responses carefully. Responses that are not fully supported by the information in your application package may result in adjustments to your score. A human resources representative will validate the qualifications of those candidates eligible to be referred to the selecting official. Your resume will be among the factors used in setting your pay, should you be made an offer of employment. Please ensure that it fully describes your experience as it relates to the position for which you are applying.

3. Referral: If you are among the top qualified candidates, your application will be referred to a selecting official for consideration and possible interview.

We recommend that you preview the online questions for this announcement before you start the application process.


You must meet eligibility and qualification requirements within 30 days of the closing date. 

You must answer all job-related questions in the job questionnaire. 

Benefits and Other Info


Our comprehensive benefits are among the most generous in the federal government. They include: 

  • Challenging and rewarding work benefiting American consumers

  • Opportunities for development and advancement

  • Extremely competitive salaries

  • Access to comprehensive Federal health, vision, dental, life, and long-term care insurance programs

  • Additional access to CFPB-specific vision, dental, short- and long-term disability, and insurance programs while you work at CFPB   

  • Ten paid holidays, 13 days of sick leave, and 13-26 days of vacation time each year

  • Public Transit Incentive Program (PTIP) 

  • Employee Assistance Program (EAP)

  • Emergency Child Care Access (Contracted Service)   

  • Alternative Work Schedule and Telework access

  • The CFPB offers its own FSA Program.  As a result CFPB employees are not eligible to participate in FSAFEDS. If you are currently participating in FSAFEDS and you accept a position with CFPB, in order to continue participation in a FSA for the year you must enroll in the CFPB FSA program.  You are eligible to incur expenses against your FSAFEDS account(s), up to your separation date from your current agency.  In addition you will have until April 30th of the year following your separation from your current agency to get the expenses that were incurred, reimbursed through FSAFEDS. Any balance that remains in your FSAFEDS account after all eligible expenses have been incurred and reimbursed will be forfeited.  Due to IRS regulations, you are not able to transfer your FSAFEDS contributions into a CFPB FSA Account.  If you have questions please contact FSAFEDS at 1-877-FSAFEDS.   


Other Information:

  • We may select from this announcement or any other source to fill one or more vacancies. 

  • This announcement may be used to fill like positions in other organizations within the Consumer Financial Protection Bureau.

  • Relocation expenses will not be paid.

How to Apply

How to Apply:

The following instructions outline our application process.  You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.  We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m., Monday – Friday). If applying online poses a hardship, please contact us as soon as possible.

The Consumer Financial Protection Bureau provides reasonable accommodation to applicants with disabilities on a case-by-case basis.  Please contact us if you require this for any part of the application and hiring process.  

Step 1 - Create or Upload a Resume with USAJOBS (

We suggest you go to the end of the “Qualifications & Evaluations” section of the job announcement to preview the online questions.  You may need to customize your resume to ensure that it supports your responses to these questions.  Resume Tips

Step 2 - Apply Online

Click the “Apply Online” link on this page.  You will then be directed to USAJOBS where you must select a resume.  After selecting a resume, click on the "Apply for this position now!" link, and follow the prompts to register (if you have not already done so).  You will then be required to answer a few questions, and submit all required documents.  To return to your saved application, log into your USAJOBS account and click on "Application Status."  Click on the position title, and then select "Apply Online" to continue.

Step 3 – Answer the Online Questions and Submit Your Online Application

If this is your first time on CFPB’s CareerConnector website, you will be prompted to register by answering questions related to your eligibility for federal employment.  The system will save these responses and take you back to the main screen so that you can answer the job-specific questions.  Select “Take me to the assessment” and click on the “Continue” button to answer the job-specific questions.  You must answer all the questions and click the “Finished” button.

Step 4 – Review and Confirm Your Submission

You will now have the option to upload a document or print fax cover-sheets for your required documents.  (See Step 5 for details.)  Once you click “Done,” you will see a summary of your application for your review.  You may also print a copy for your records.  When you click “Finished” at the bottom of the page, you will then be directed back to USAJOBS where you can confirm that your application has been submitted.  You may also track your application status from your USAJOBS account.

Step 5 – Submit Required Documents

You can submit any required or optional documents (described below) by document upload or fax.  Whichever method you choose, please include the job announcement number with your documents.  To protect your privacy, we encourage you to remove your social security number from anything you submit.

Document Upload:  You may upload supporting documents in one of two ways:

1.  Once you finish answering the questions in the job announcement, you will be prompted to upload your document(s) to your application.  You will be given the choice to either upload the document as part of the application process or you can select a document that you have already loaded on USAJOBS.  OR

2.  You may upload a document to an existing application by logging in to your USAJOBS account.  Click on “My Applications” and search for the vacancy.  Once you have located the vacancy, click on it and select “Apply Online.”  Move through your existing application until you reach the “Documents” page and select “Upload” to add a document to your application.  Be sure to review your complete application to confirm that the document(s) uploaded properly.

In the “Application Review” section, you should see your uploaded documents listed on the “Vacancy Documents” screen.  Once you see them, click “Finished;” you will then be returned to USAJOBS.

Fax:  Create a fax cover-sheet in CareerConnector by following the “Faxing Supporting Documentation” instructions.  The fax number is on the cover-sheet.


Required Documents:

Please note that if you do not provide all required information, as specified in this announcement, you may lose consideration this position (or lose the special consideration for which you may be eligible).


If you are claiming veterans’ preference, you must submit a copy of your Certificate of Release or Discharge From Active Duty, DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Compensably disabled preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. An SF-15 may be found at the OPM Forms Page. For more information on veteran’s preference, click here.

What to Expect Next:

You may check the status of your application for this position at any time by logging into your account at  We also recommend you opt to receive status change emails through USAJOBs. 

Please notify us if your contact information changes after the closing date of the announcement.  Also, note that if you provide an email address that is inaccurate, or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.