Job Posting: Consumer Resolution Analyst

Department of Business Oversight

JC-203562
-
Consumer Resolution Analyst
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

$5,149.00 - $6,446.00 per Month

Final Filing Date: 6/5/2020

Job Description and Duties

The Department of Business Oversight is recruiting for one permanent, full-time Associate Governmental Program Analyst position in the Consumer Services Office. Position to be located in the Sacramento office. This recruitment may be used to fill subsequent vacancies of these positions in DBO within the next 180 days.

Under direct supervision of the Staff Services Manager II of the Consumer Services Office, incumbent reviews, analyzes, and processes consumer complaints and inquiries in a timely manner. Documents correspondence, inquiries, and other information filed by consumers in the Consumer Services system database. Clarifies the Department’s role, jurisdiction and services to the consumer. Reviews complaint forms, assures proper data input into the database
, identifies nature of complaint, identifies proper jurisdiction, prepares request and closure letters.

You will find additional information about the job in the Duty Statement.

Working Conditions

The Sacramento office is currently located in a convenient midtown location within walking distance to light rail, restaurants, Capitol Park, and the Golden 1 Center. DBO anticipates moving their midtown office to the north Natomas area within the next 3 months. The north Natomas office offers FREE PARKING, is easily accessible from INTERSTATES 5 and 80, and is also close to various dining and shopping choices in the Natomas area.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Position Details

Job Code #:
JC-203562
Position #(s):
410-181-5393-003
Working Title:
Consumer Resolution Analyst
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$5,149.00 - $6,446.00 A
# of Positions:
1
Work Location:
Sacramento County
Job Type:
Permanent, Full Time

Department Information

The Department of Business Oversight (DBO) protects consumers and oversees financial service providers and products. The DBO supervises the operations of state-licensed financial institutions, including banks, credit unions and money transmitters. Additionally, the DBO licenses and regulates a variety of financial service providers, including securities brokers and dealers, investment advisers, payday lenders and other consumer finance lenders. The DBO offers benefit packages, competitive salary, a robust training program and opportunities for advancement.

 
Department Website: http://www.dbo.ca.gov

Special Requirements

Application (Std. 678) must be completed in detail to demonstrate the quality and breadth of work experience necessary to meet the minimum qualifications for this classification.

If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree. Foreign Degrees must provide Degree Evaluation to verify U.S. equivalency.

Additional Filing Instructions:
  • You are encouraged to apply electronically through your CalCareers account.
  • If applying with a hard copy application, please reference “JC-203562/RPA#19-OPA0004” in the Job Title section of your State application in order to be considered for this vacancy.
  • Statement of Qualifications (SOQ) is required according to the specific instructions provided below.
  • College transcripts, if applicable.
  • Applications not received or postmarked by 5:00 pm on the final filing date will not be accepted.
  • Emailed and faxed applications will not be accepted.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 6/5/2020

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.
Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Business Oversight
Attn: Kiley Hanchen
Human Resources Office
1515 K Street, Suite 200
Sacramento, CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Kiley Hanchen
Human Resources Office
1515 K Street, Suite 200
Sacramento, CA 95814
08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

  • Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
  • Statement of Qualifications -

    A Statement of Qualifications (SOQ) is required according to the specific instructions provided below.


    Applicants who do not follow the instructions provided may be disqualified from this recruitment.

    Cover letters and resumes do not take the place of this SOQ requirement.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
  • Demonstrates excellent attendance and punctuality
  • Strong organizational skills and time management skills
  • Possess basic computer skills and software application use
  • Ability to work in a fast-paced environment, set priorities, and meet deadlines
  • Ability to effectively align with and implement management direction and decisions
  • Demonstrates a positive attitude, flexibility, and dependability in all workplace activities
  • Ability to interpret and apply provisions of law, court decisions, and departmental policies
  • Demonstrates excellent verbal and written communication skills
  • Customer Service oriented, demonstrates professional customer service skills, and strong interpersonal skills
  • Ability to work independently and as part of a team
  • Exercise good judgment in all work-related activities, and work effectively with sensitive subject matter
  • Able to perform detailed analysis and formulate cohesive summarizations
  • Ability to identify patterns and trends
  • Able to collaborate with others
  • Able to pull and review reporting data
  • Ability to handle escalations
  • Be a self-starter, and interested in assuming non-routine tasks as needed
  • Ability to adapt to ever changing requirements

Benefits

State employees may be eligible for health, dental, vision and leave benefits, as well as retirement programs and other benefits.  Benefit eligibility may depend on length of service and may be subject to collective bargaining agreements, which are contracts negotiated between the State of California and employee organizations that define employees’ wages, hours and conditions of employment.  Other possible benefits include:

  • Alternate Work Schedules
  • Telework
  • Reimbursement Accounts

Click here for more information on the California State Civil Service Employee Benefit Summary. The Benefits Summary provides an in-depth review of the benefits afforded by membership in the Public Employees’ Retirement System and the benefits and protections provided to public employees by the State Civil Service Act.  

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Department Website: http://www.dbo.ca.gov
Human Resources Contact:
Kiley Hanchen
(916) 327-8914

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
Kevin Morrison
(916) 322-8862
kevin.morrison@dbo.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

* STATEMENT OF QUALIFICATIONS INSTRUCTIONS *

A Statement of Qualifications (SOQ) is required according to these instructions.

A Statement of Qualifications (SOQ) response is required with this job posting. The SOQ serves as documentation of your ability to present information clearly and concisely in writing. This document must be typed using Arial 12-pt font, 1” margins and no more than two pages in length and include your first and last name in the upper left-hand corner. Cover letters and resumes do not qualify as a SOQ response.

Please address the following in the Statement of Qualifications:


Please provide a narrative discussion of your education, experience analyzing and making recommendations for problem resolution and how your background qualifies you for the position in the Consumer Services Office.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail
Drop-off