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Vacancy Details


Announcement Number:
Hiring Agency:
Consumer Financial Protection Bureau
Position Title:
Consumer Response Investigations Team Lead
Open Period:
04/17/2012 - 05/11/2012
CN - 0301 53
$98000.00 - $149036.00
Promotion Potential:
Duty Location(s):
  • FEW in Washington, DC, US
For More Info:
Applicant Call Center


Who May Apply:
Applications will be accepted from U.S. Citizens.
Duration Appointment:
Excepted Service Time-Limited Appointment not-to-exceed 18 months; may be extended.
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 (CFPB), 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 the Consumer Response Investigations Team Lead, you will provide day-to-day oversight, coaching and quality assurance coordination for an Investigations team.  You will serve as a more senior technical and program expert and you will be assigned the more complex and difficult consumer complaints.   You will also serve as an expert in several of the consumer laws applicable to unit cases. 

  • 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:
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Key Requirements:

Background investigation U.S. Citizenship May be required to serve a one year trial period.


The major duties of this position include:

  • Reviews existing case workloads for each Investigations Specialist on the team.  Assign new cases to Investigations Specialists based on assessment of existing capacity.  Monitor daily progress of Investigations Specialists on the team.  Serve as an expert resource to Investigations Specialists, providing guidance on the enumerated consumer laws applicable to unit cases, including:  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.   

  • Reviews consumer complaints that have been adjudicated by Investigations Specialists to ensure adequacy of response, adherence to applicable laws and regulations, and conformance to CFPB policy.  Direct Investigations Specialists to perform additional case review as required.

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

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

Qualifications and Evaluations


Specialized Experience at the CN-53 level: To qualify at CN-53, you must have one year of specialized experience at or equivalent to the CN-52 level in the Federal service.  (The CN-52 level is equivalent to the GS-12 level.) For this position, specialized experience is defined as at least one year of direct experience determining applicability of the following consumer laws and 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 related regulations (at the State level) that prohibit unfair or deceptive practices.   Experience should demonstrate case-based, analytical and compliance knowledge of banking and/or non-depository providers of consumer financial products or services (i.e., mortgage brokers, mortgage servicers, private student loan servicers, debt collection, money transmission, payday lending) and the ability to efficiently develop regulatory compliance conclusions and to establish and maintain effective working relationships.

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 for this position (or lose the special consideration for which you may be eligible).

    VETERANS' PREFERENCE DOCUMENTATION 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.