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OPERATIONS DIVISION, CONSUMER RESPONSE
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Consumer Response hears directly from consumers about the challenges they face in the marketplace and brings their concerns to the attention of companies to assist in addressing these complaints.
Consumer Response is comprised of four teams.
•Intake: Takes customer complaints and routes them to the appropriate financial institution. Also provides vendor management and consumer contact center quality control.
•Investigations: Investigates complaints where a consumer has disputed a company's response or where a company failed to provide a timely response, and also periodically investigates groups of complaints to survey product- and issue-specific trends.
•Product Management: Develops and manages CFPB's innovative consumer complaint handling system, establishes policies and procedures, conducts data and analysis, and manages stakeholder relationships.
•Operations: Oversees the Consumer Response office.
This position is located in the Consumer FinancialProtection Bureau (CFPB), Chief Operating Officer Consumer Response. This organization studies, reviews, and adjust policies and procedures to support the strategies, concepts, and plans of consumer response for the CFPB.
March 4, 2013
GRADE: 53 : $98,000 - $149,036