Consumer Representative 1 (DFS), SG-14

Description

Duties Description

The New York State Department of Financial Services seeks to build an equitable, transparent, and resilient financial system that benefits individuals and supports business. Through engagement, data-driven regulation and policy, and operational excellence, the Department and its employees are responsible for empowering consumers and protecting them from financial harm; ensuring the health of the entities we regulate; driving economic growth in New York through responsible innovation; and preserving the stability of the global financial system.

Duties

The Department of Financial Services is seeking candidates for the position of Consumer Representative 1, SG-14 in the Consumer Assistance Unit. Duties include, but are not limited to, the following:

• Responds to written and phone inquiries and complaints regarding financial products;
• Functions as a second-level contact for complex inquiries from the public involving insurers, banks, and other financial services institutions that cannot be resolved by call center staff;
• Correspond and inform consumers of appeal rights and complaint filing procedures or refer them to other government agencies if appropriate;
• Codes new complaints as well as identifies and expedites Elder Abuse, Whistleblower, and Hardship complaints for priority handling;
• Researches financial institution profile and history to determine whether it falls under DFS jurisdiction;
• Gathers information on previous cases, cases of a similar nature, and any other related information to pinpoint issues and/or decision points and completes routine investigative work;
• Appraises formal written consumer complaints and determines if there could be a violation of law, rule or regulation, or whether the consumer had been dealt with unfairly or deceptively;
• Assists with reviewing complaints from consumers or providers related to payment for out of network services or surprise bills to determine whether it is qualified for an Independent Dispute Resolution (IDR) and reassigning IDR's when there is conflict of interest;
• Reviews complaints out of the DFS' jurisdiction and refers them to the appropriate regulatory entities;
• Prepares correspondence that outlines the resolution of complaints;
• Assists with reporting of consumer representative and IDR activity;
• Performs public outreach at various events and informs consumers about issues related to financial products and services, and ways consumers can protect their interest;
• Meets with consumers, review consumers’ complaints, and gathers the necessary documents such as insurance policy or cancellation letter from the consumer and company;
• Monitors inquiries and referrals to detect recurring patterns and refer cases to management;
• Utilizes computer tracking system to maintain and update records throughout the resolution process; and
• Performs other duties as assigned.
  
  

Appointment Method

Minimum Qualifications

55 b/c Appointment: Candidates must meet the eligibility requirements of the Governor's Program to Hire Individuals and Veterans with Disabilities as described in Civil Service Law

• 55b/c. Information about this program can be found here: https://www.cs.ny.gov/rp55/
  
  

Minimum Qualifications: Four years of experience in a position dealing with the general public and business representatives to either gather information from multiple sources and prepare factual reports; and provide written and verbal information concerning laws, rules, regulations, policies, and/or procedures or resolve problems by negotiating solutions. Substitutions: Associate degree may substitute for two years of specialized experience; bachelor's degree may substitute for four years of specialized experience.

NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply (see minimum qualifications above). At this time, agencies may recruit and hire employees by making permanent non-competitive appointments. At a future date (within one year of appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Additional Comments

Please note that a change in negotiating unit may affect your salary, insurance and other benefits.

Salary: $56,183 – $71,719

Appointment Status: Permanent