451.2021-14

Class Title: Program Specialist I-II
Consumer Assistance Specialist

Position Number: 451.2020-14

Opening Date: April 2, 2021

Closing Date: Open Until Filled

Starting Salary: $3,081.33 - $4,332.08 monthly

Division: Division of Strategic Support

Work Location: Austin HQ

Overnight Travel: 10%

Application Process:  Complete a State of Texas Job application and document how you meet the job requirements, education, and experience listed below. Resumes are not accepted in lieu of a completed application. An official copy of college transcripts is required. All applications must have an original signature. Incomplete applications or applications received without the required documentation will not be accepted for consideration. Candidates may undergo skills demonstration testing.

Submit Applications and Transcripts to:

Human Resources, 2601 N. Lamar Blvd., Austin, TX. 78705, or fax to (512) 475-1313, or e-mail to jobs@dob.texas.gov or via WorkInTexas.com . Applications must be received by 5:00 pm on the closing date. A State Application may be obtained from the Department of Banking website or WorkInTexas.com.

Additional Military Crosswalk Information

General Description

As a member of the Consumer Assistance Activities group, the incumbent performs moderately complex (journey-level) consumer complaint assistance activities. Incumbent has contact with management of regulated industries and their representatives, other regulatory and state/federal agencies, the public, and Department staff. Works under general supervision with limited latitude for the use of initiative and independent judgment.

General Duties and Responsibilities:

  • Takes initial phone calls or written complaints and drafts responses according to established procedures.
  • Corresponds with both parties, researching applicable law(s) and making recommendations supported by statutory findings and producing reports.
  • Keeps informed of industry and legal rulings to identify potential impact(s) on consumer complaint activity and issues affecting the Department.
  • Assists in responding to surveys and information requests from industry and other regulatory bodies.
  • Assists in the development and maintenance of consumer program supported by the division.
  • Act as a backup for the daily news clips.
  • Acts as backup for document-imaging duties when necessary.

Required Minimum Qualifications:

Program Specialist I   
Experience and Education

  • Graduation from an accredited four-year college or university. Copy of official college transcripts must be submitted with The State of Texas Application for Employment.
  • A combination totaling four years of the following may be substituted for education:
    • Consumer assistance experience.
    • Banking regulatory or compliance experience.
    • General financial services experience.

Program Specialist II 
Experience and Education

  • Graduation from an accredited four-year college or university. Copy of official college transcripts must be submitted with The State of Texas Application for Employment.
  • A combination totaling four years of the following may be substituted for education:
    • Consumer assistance experience.
    • Banking regulatory or compliance experience.
    • General financial services experience.
    • PLUS

    • One-year consumer assistance experience.

Preferred Qualifications

  • Bilingual in English and Spanish with the ability to communicate well, both verbally and in writing.
  • Experience in bank regulation, examination, and/or related industry experience.
  • Experience in technical writing or policy development.
  • Experience with consumer protection laws.

Knowledge, Skills, Abilities

  • Skill in written and verbal communication which includes using proper grammar, clarity and flow while maintaining accuracy. Verbal skills include conducting calm and rational discussions with stakeholders.
  • Skill in effectively communicating moderately complex issues and disseminating the results of analysis in an organized and concise manner.
  • Skill in research and analysis.
  • Skill in project management and in detailed record keeping.
  • Skill in MS Word, Excel and Outlook.
  • Ability to reach solutions to related program issues.
  • Ability to analyze moderately complex data and legal and regulatory issues.
  • Ability to draw valid conclusions, make recommendations and prepare concise reports.
  • Ability to establish and maintain effective working relationships with management, supervisors and co-workers.

Registration, Certification or Licensure

  • None Required

Special Requirements

  • This position requires that the incumbent demonstrate strong personal financial responsibility and integrity.
  • Final applicants may be subject to an employment credit check and criminal background check.

Physical and Cognitive Requirements:

The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

This position requires the incumbent to primarily perform sedentary office work; however, mobility (standing and walking) is routinely required to carry out some duties. It requires extensive computer, copiers, printers, telephone and client/customer contact. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Marginal or corrected visual and auditory requirements are required for reading printed materials and computer screens and communicating with internal and external customers.

  • Regular and punctual attendance.
  • Frequent use of personal computer, copiers, printers, and telephones.
  • Frequent sitting.
  • Frequent work under stress, as a team member, and in direct contact with others.
  • Travel required, at least 10% with possible overnight stays.

Remarks

State law prohibits any employee of the Department from being or becoming “directly or indirectly indebted to, or financially interested in an entity supervised or regulated by the Banking Commissioner.”  See Texas Finance Code, Section 12.107.

Those selected for an interview will be contacted by telephone.  Final male applicants between the ages of 18 to 26 will be required to furnish proof of registration or exemption from registration with the selective service system.

E-Verify – This organization participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

The Texas Department of Banking is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, veteran status, age or disability in employment or the provision of services. A disabled individual requiring reasonable accommodation shall not be denied the opportunity due to the disability. The applicant should contact Human Resources if reasonable accommodation is required during the application process at (512) 475-1347.