Job descriptionThe State of Connecticut, Department of Banking (DOB) Government Relations and Consumer Affairs Division (GRCA) is recruiting a Consumer Information Representative (CIR) to assist Connecticut consumers with questions and complaints regarding the entities we regulate and those laws within the jurisdiction of the Banking Commissioner. This position is full-time, Monday-Friday, 40 hours per week, and is located at 260 Constitution Plaza, Hartford, CT. The selected candidate may be required to travel.
WHO WE ARE: The DOB is the primary state regulator for state-chartered banks and credit unions, securities, and consumer credit. Its mission is to protect users of financial services from unlawful or improper practices by ensuring regulated entities and individuals adhere to state banking, consumer credit and securities laws. The Department accomplishes this through regular, thorough, and cost-effective examinations of the entities it supervises. The Department also engages the public and other stakeholders through a variety of media platforms, educational outreach initiatives, and press communications.
THE ROLE: The Consumer Information Representative is a public face for the agency, required to interact with the public via phone, email, and in person. In addition, you will represent the agency to various companies regulated by the Department. As we continue to strive to provide strong consumer protections for Connecticut residents, this is a key position to fulfill that part of the agency’s mission.
Broadly, the CIR receives consumer complaints and/or inquiries by phone, in writing, and in person and independently investigates these complaints or conducts research in response to an inquiry and then would determine a proper course of action or referral. The CIR provides technical assistance and responds to technical consumer inquiries concerning the entities we regulate and contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem. The CIR will then review applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken. A key component will be relaying the appropriate information to consumer and may provide information about available courses of action. Alternatively, they may inform landlord or business of corrective action to be taken. The CIR will keep meticulous records and write thorough reports. The CIR may negotiate or mediate between parties and may prepare reports for and participate in hearings; The CIR may draft cease and desist orders. The CIR will perform related duties as required.
YOU WILL DISCOVER THE OPPORTUNITY TO:
- Conduct or assist in inquiries, investigations, and/or examinations of domestic and international banks, credit unions, broker-dealers, investment advisers, mortgage companies, consumer lenders, and other financial entities.
- Investigate consumer complaints regarding the conduct and delivery of services by regulated entities.
- Review, analyze, and assess financial and operational documentation, including bank and financial statements and reports, loan files, investments, management policies, consumer complaints, risk management programs, advertising, licensing information, and other records.
- Investigate, research, and document apparent violations of applicable laws and contraventions of policy.
- Interact and communicate with industry as well as internally to review issues and findings.
- Review criminal and bankruptcy files.
- Explain laws and agency regulations to members of the general public.
- Respond to inquiries from consumers around entities regulated by the department.
- Learn and utilize the E-License system.
- Review, update and write policy and procedures for the Division.
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Selection PlanTo Apply:
- In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
- The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
- Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
- Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
- All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to [email protected]
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- This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
- Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
- Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
- Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
- The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. Should you have any questions pertaining to this recruitment, please contact Sharon McIntosh, at [email protected]
PURPOSE OF JOB CLASS (NATURE OF WORK)
In a state agency, this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.
EXAMPLES OF DUTIES
All Agencies: Receives consumer complaints and/or inquiries by phone, in writing and in person; independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral; provides technical assistance and responds to technical consumer inquiries; contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem; reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken; provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken; keeps records and writes reports; may negotiate or mediate between parties; may prepare reports for and participate in hearings; may draft cease and desist orders; performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY
Knowledge of functions of regulatory agencies and other sources of consumer assistance; interpersonal skills; oral and written communication skills; skill in conducting investigations or research; ability to make appropriate referrals; ability to gather information from consumers and assistance resources; ability to interpret and apply laws and regulations relating to consumer complaints or technical inquiries, ability to utilize computer software.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED
College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
- A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.
- Experience communicating with agency stakeholders
- Experience resolving consumer complaints at a financial service corporation or a financial regulatory agency
- Experience prioritizing work assignments with deadlines
- Experience researching and writing reports
- Experience analyzing financial documents