Consumer Services Manager

This position is located in the Department of Insurance, Securities and Banking, Office of the Deputy Commissioner for Market Compliance, Office of the Director of Compliance Analysis, Consumer Services Branch. DISB’s mission is threefold: 1) to cultivate a regulatory environment that protects consumers and attracts and retains financial services firms to the District; 2) empower and educate residents on financial matters; and 3) provide financing for District small businesses.

The incumbent in this position functions as the Consumer Services Manager, responsible for managing the review and disposition of consumer complaints and inquiries. Monitors marketplace activities of financial services entities doing business in the District and respond to requests from consumers for assistance in resolving disputes regarding payment of claims, charges, unfair trade practices, allegations of fraud, misconduct or other violations of insurance, securities and banking laws and regulations.

Duties and Responsibilities

Develops reports regarding key performance indicators and key risk indicators regarding financial products and services, complaints and inquiries received by the Department. The role also requires the development and execution of programming to educate and empower District residents through community engagement events. Serves as Manager of Consumer Services Branch responsible for planning, implementing, and coordinating activities related to provisions for consumer advocacy services in the administration of insurance, securities and banking laws and regulations by supervising the DISB consumer complaint process and resolving complaints.

Supervises the work of a staff engaged in receiving and responding to public inquiries. Handling complaints regarding payment of insurance claims, allegations of violations of insurance, securities, and banking laws. Conducts research to develop answers to specific questions and problems; resolving problems through individual counseling or refer consumers to an appropriate agency for further assistance; providing counseling to consumers on financial products and service needs and developing reports regarding key performance indicators, key risk indicators, and designing community engagement initiatives. Incumbent also oversees the collection of documents in response to FOIA requests related to consumer complaint matters.

Qualifications and Education

Specialized Experience: Specialized experience must have equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position to be filled. To be creditable, applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level in the line of progression.

Licenses and Certifications

None.

Other Significant Facts

Tour of Duty: Monday - Friday - 8:15 am to 4:45 pm

Pay Plan, Series, Grade: MS-301-14

Promotion Potential: No Known promotion potential

Duration of Appointment: Management Supervisory Service (MSS)/At-Will.

MSS-At-Will Statement: Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.

Collective Bargaining Unit: This position is not in a Collective Bargaining Unit.

Position Designation: This position has been deemed Security Sensitive under the guideline of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.

Residency Preference: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.