Please note:

In response to increases in COVID-19 cases, California Department of Human Resources (CalHR) is implementing COVID-19 testing of all unvaccinated state employees working on site as an additional health and safety standard to protect the state workforce and the public it serves. Any employee seeking exemption from COVID-19 testing or wearing a face covering must provide evidence of vaccination.

Job Posting: Consumer Services and Data Supervisor

Department of Financial Protection and Innovation

JC-273368
-
Consumer Services and Data Supervisor
STAFF SERVICES MANAGER I

$6,403.00 - $7,954.00 per Month

Final Filing Date: 12/3/2021

Job Description and Duties

The Department of Financial Protection and Innovation is recruiting for one permanent, full-time Staff Services Manager I (Supervisor) in the Consumer Services Office (CSO). Position to be located in the Sacramento office. This recruitment may be used to fill subsequent vacancies of these positions within the next 180 days.

Under the direction of the Staff Services Manager II, Consumer Services Manager of the CSO, the Staff Services Manager I is a working level supervisor and the dedicated supervisor for the resolution complaint analyst team. The SSMI fosters a team ethic and environment by establishing effective working relationships with a variety of employees, managers, and executive staff.



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

Working Conditions

The Sacramento office is located in north Natomas. The 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-273368
Position #(s):
410-181-4800-XXX
Working Title:
Consumer Services and Data Supervisor
Classification:
STAFF SERVICES MANAGER I
$6,403.00 - $7,954.00
# of Positions:
1
Work Location:
Sacramento County
Job Type:
Permanent, Full Time

Department Information

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

Department Website: https://dfpi.ca.gov/

Special Requirements

Additional Filing Instructions:

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: 12/3/2021

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 Financial Protection and Innovation
Attn: Kiley Hanchen
Human Resources Office
2101 Arena Blvd.
Sacramento, CA 95834

Address for Drop-Off Application Packages

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

Department of Financial Protection and Innovation
Kiley Hanchen
Human Resources Office
2101 Arena Blvd.
Sacramento, CA 95834
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 for this job vacancy.  See the ADDITIONAL INFORMATION section below for instructions regarding your SOQ response.  Resumes, cover letters, or other documents do not take the place of the SOQ.

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:
  • Experience in a call center/customer service center
  • Staff supervision or lead experience
  • Knowledge of and the ability to apply planning, organizational and management skills to efficiently and effectively coordinate the work of subordinate staff
  • Knowledge of and ability to apply state rules and regulations governing staff development and supervision, and the state and federal Equal Opportunity policies and procedures
  • Experience in developing, analyzing, and delivering staff performance metrics and procedures
  • Experience in identifying and responding to current and future customer needs, providing excellent customer service to internal and external clients
  • Willingness to delegate responsibility, work with others, and coach to develop their capabilities
  • Time management skills
  • Conflict management skills
  • Strong interpersonal skills
  • Excellent oral and written communication skills
  • Team building skills
  • A strong work ethic including a history of reliable attendance
  • Ability to organize, manage and perform data gathering, reporting, and archiving responsibilities for entire unit
  • Ability to facilitate meetings and projects with program staff to achieve collaborative goals
  • Demonstrated ability to provide leadership and work in a team-based, collaborative environment that promotes diversity

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

Benefit information can be found on the CalHR website and the CalPERS website.


Contact Information

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

Department Website: https://dfpi.ca.gov/
Human Resources Contact:
Kiley Hanchen
(916) 576-7410
Kiley.hanchen@dfpi.ca.gov

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) 576-4938
kevin.morrison@dfpi.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. The SOQ shall be titled Statement of Qualifications. Each SOQ item must be addressed separately and in numeric order and must be in 12-point Arial font. Applicants who do not follow these instructions may be disqualified from this recruitment. Cover letters, resumes, and other documents do not take the place of this SOQ requirement.

Describe your knowledge and experience with the following:

1. How your collective skills and experience meet the desired qualifications for this position.

2. Managing and motivating staff to attain specific performance metrics and team goals.

3. Problem solving and decision making when processes change frequently.

4. Collecting and interpreting data and producing reports for larger audiences.

5. Ability to work in a fast-paced work environment, managing multiple priorities, and meeting scheduled due dates.

6. A work ethic that drives personal productivity and serves as a model for subordinates and the entire team.

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