As a Customer Assistance Specialist in the Office of Management, Customer Assistance Group, you will respond to issues raised by and inquiries from the general public, Federal and State agencies, and consumer organizations regarding consumer issues requiring the application of consumer, community, and lending laws and regulations. Alternate Location Arrangement (ALA) option available. See Additional Information.
The following are the duties of the Customer Assistance Specialist at the NB-IV level. If you are selected at the NB-III level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position. As a Customer Assistance Specialist, you will: Receive, process, and respond to oral and written customer complaints in a timely manner. Regularly enter, update, and retrieve complaint information into the complaint management system. Review and evaluate complaints to determine applicable laws and regulations. Using knowledge of consumer, community and lending laws, review and evaluate actions proposed to resolve complaints while complying to OCC customer service daily/weekly production standards. Monitor recurring issues and identify adverse trends in complaints and inquiries. Keep supervisors informed of plans and progress and outlines any precedent setting, controversial, or otherwise significant issues. Work with other OCC units or offices, when appropriate, to address the complaint or issue being considered. Initiate required action for responses to complaints. Follow up on customer inquiries and complaints by contacting banks and other customers, as necessary. Keep abreast of changes to consumer laws, regulations, and OCC policies and procedures. Initiate and maintain day-to-day working contact with banks.
Please see Qualifications section for education.
Wendy.Taylor@occ.treas.gov 202-649-6674
Source: USAJOBS.gov — U.S. Federal Government
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