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Vacancy Details


Announcement Number:
Hiring Agency:
Consumer Financial Protection Bureau
Position Title:
Consumer Response Intake Team Lead
Open Period:
04/25/2012 - 05/02/2012
CN - 0301 51
$72772.00 - $105519.00
Promotion Potential:
Duty Location(s):
4 Vacancy in
  • Washington, DC, US
For More Info:
Applicant Call Center


Who May Apply:

U.S. citizens who are:


Current CFPB employees on permanent competitive service appointments; or current CFPB employees serving on VRA appointments.


Duration Appointment:
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!


As a member of the Consumer Financial Protection Bureau (CFPB), Office of Chief Operating Officer, Response Center, you will serve in a developmental capacity as a Consumer Response Intake Team Lead.  You will provide day-to-day oversight, coaching and quality control for a team of Intake Specialists who review and route consumer complaints, inquiries, and feedback sent to CFPB.  You will also serve as a senior technical and program expert, assigned the complex and difficult consumer complaints.  

Supervisory Position:
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Key Requirements:

Background Investigation U.S. Citizenship May be required to serve a trial period.


The major duties of this position include:

  • Review existing case workloads for each Intake Specialist on the team.  Assign new cases to Intake Specialists based on assessment of existing capacity.  Monitor daily progress.  Serve as a resource to Intake Specialists, providing guidance on the appropriate review and routing of consumer complaints, inquiries and feedback.

  • Ensure that Specialists’ questions and concerns are addressed or escalated to the Intake Manager.  Monitor team dynamics and ensure that Intake Specialists follow CFPB policies.  Escalate concerns to Intake Manager for action.

  • Represent team progress and concerns in Intake leadership meetings and organization-level performance reviews.  Lead or coordinate the introduction of planned changes to team processes and standards, under guidance from the Intake Section Chief and Manager. 

  • Lead or coordinate the introduction of planned changes to team processes and standards, under guidance from the Intake Section Chief and Manager. 

  • Coordinate Quality Assurance (QA) reviews of cases and provision of QA review results feedback to Intake Specialists. 

  • Review, document, maintain and process complex consumer complaints, inquiries and feedback.  Communicate with consumers to collect missing information or clarify information to ensure proper handling of cases.  Interact with consumers via email or the telephone to ensure complete understanding of the consumer’s issue.

  • Analyze complex consumer complaints to determine routing to ensure appropriate response.  Consider the company or institution involved, and applicable financial laws and regulations.  Use decisions tools and reference guides to determine appropriate case routing for routine cases, and refers non-routine cases to appropriate CFPB unit for resolution.  Determine appropriate routing of non-routine, sensitive, or high-profile cases.  Track and monitor referred cases to ensure timely response. 

  • Provide authoritative responses to inquiries and communications, both orally and in writing. Conduct research and analysis of consumer finance laws and regulations and applies conclusions in order to draft responses to non-routine, sensitive or high-profile cases. 

  • Respond to escalated calls from CFPB’s Contact Center.  Provide responses to routine inquiries and interim responses to more complex inquiries.  Conduct research to resolve complex issues, providing follow-up with consumers as required. 

  • Recommend the adoption and application of new methods, approaches, and assessment criteria to ensure program or project requirements are aligned with strategic objectives. 

  • Serve as liaison with other sections in Consumer Response to ensure continuity in responses.

  • Participate in project teams as assigned by manager(s).

Qualifications and Evaluations


Education may be substituted for experience as described in “Qualifications.”


Specialized Experience for the CN-51 level: To qualify at CN-51, you must have at least one year of specialized experience at or equivalent to the CN-40 level in the Federal service (CN-40 is equivalent to the GS-9 level). For this position, specialized experience may be defined as experience that demonstrates: (1) the ability to develop understanding of and to interpret consumer financial laws and regulations; (2) ability to develop understanding of financial products and/or handling consumer complaints; (3) experience providing customer service assistance and guidance to others; (4) the ability to plan, organize, assign and monitor the work of a subordinate staff; and (5) interpersonal skills, including effective written and oral communication skills, in order to exchange information; prepare responses to inquiries and complaints; and collaborate with others at all levels of the organization.


Customer service experience in a banking environment or similar environment is highly desirable. OR


Ph.D. or equivalent doctoral degree or three full years of progressively higher level graduate education leading to such degree in a field of study directly related to the duties of this position that provided the knowledge, skills, and abilities to perform successfully the work of this position, or an LL.M, if related. OR


You may qualify by a combination of experience and education.


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.   


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.  If you are a displaced or surplus Federal employee (eligible for the Interagency Career Transition Assistance Plan (ICTAP)), you must receive a score of 90, or higher, in order to be considered as well-qualified to receive special selection priority.


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

  • 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
  • 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).


    CURRENT AND FORMER FEDERAL EMPLOYEES   Documentation Relating to Your Federal Employment

    • If you are a CFPB employee in a permanent, competitive service position or are a CFPB employee who is reinstatement eligible based on prior federal permanent competitive service, you need not submit documents to confirm your status.

    • If you are not a CFPB employee as described above, submit an SF-50, Notification of Personnel Action, that shows your current (or most recent) grade and competitive service status.  (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".)  If you are currently on a Veterans Recruitment Appointment (VRA), submit an SF-50 showing that.

    • Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, you must submit an additional SF-50 showing this grade in order to receive credit.



    If you are qualifying based on education, you MUST submit a copy of your transcripts or a list of courses showing title, number of credits, grade, and date of completion.


    To be used in meeting qualification requirements, a college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education.  For a list of schools which meet these criteria, please refer to the Database of Accreditation of Post-Secondary Institutions and Programs.  If we are unable to determine that you meet the required education, you will be found ineligible for further consideration.


    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency; more information may be found at Acceptability of Higher Education for Meeting Minimum Qualification RequirementsWe recommend you get this process started as soon as possible to avoid delays in appointment if selected. 


    A transcript will be required if you are tentatively selected. 



    If you are a displaced or surplus Federal employee eligible for consideration under the Interagency Career Transition Assistance Plan (ICTAP), you must submit proof of eligibility.  For a detailed list of documents, click here.


    If you are applying under a special hiring authority, submit a copy of proof of your eligibility.


    • If you are applying under the Veterans Employment Opportunity Act (VEOA), OR the Veterans' Recruitment Appointment (VRA),  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.

    • Ten-point preference eligibles must also submit an Application for 10-Point Veteran Preference, SF-15, along with required documentation listed on the back of the SF-15 form. An SF-15 may be found on the OPM Forms Page.

    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.