Job Posting: Deputy Commissioner, Consumer Services

Department of Financial Protection and Innovation

JC-337892
-
Deputy Commissioner, Consumer Services
C. E. A.

$9,471.00 - $11,463.00 per Month

Final Filing Date: 12/12/2022

Job Description and Duties

The Department of Financial Protection and Innovation (DFPI) is seeking a Deputy Commissioner of Consumer Services (CEA Level A) to join our leadership team!

Under the general direction of the Chief Deputy Commissioner of the Department of Financial Protection and Innovation (DFPI), the Deputy Commissioner of Consumer Services manages and directs the Department’s Consumer Services Office and Licensing and Information Reporting Office. The Deputy Commissioner (DC) of Consumer Services provides direction and supervision regarding the complaints portal, telephone platform, and other technology-based applications. The DC is responsible for maintaining cooperative and effective working relationships with all levels of staff, internal and external contacts, and other divisions impacted by services. The DC is also responsible for maintaining a performance-oriented culture that results in exceptional customer experience as measured through internal performance metrics.

Consider a rewarding career as a CEA with the DFPI to help us build and promote outstanding leadership and a highly engaged, collaborative workforce.

The incumbent must be willing to exercise flexibility and agility as well as be willing to telework (remote work) from home as needed. Telework is subject to DFPI's Telework Program Policy.

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

Minimum Requirements

This position does not have a Classification Specification. Requirements and qualifications for this position can be found in this announcement. For additional questions, please contact the hiring department listed below.

    Position Details

    Job Code #:
    JC-337892
    Position #(s):
    410-180-7500-001
    Working Title:
    Deputy Commissioner, Consumer Services
    Classification:
    C. E. A.
    $9,471.00 - $11,463.00 A
    # of Positions:
    1
    Work Location:
    Sacramento County
    Job Type:
    Career Executive Assignment - Non Tenured, Full Time

    Department Information

    The Department of Financial Protection and Innovation (DFPI) provides protection to consumers and services to businesses engaged in financial transactions. The Department regulates a variety of financial services, products and professionals. The Department oversees the operations of state licensed financial institutions, including banks, credit unions, money transmitters, issuers of payment instruments and travelers checks, and premium finance companies.

    Additionally, the Department licenses and regulates a variety of financial businesses, including securities brokers and dealers, investment advisers, deferred deposit (commonly known as payday loans) and certain fiduciaries and lenders. The Department regulates the offer and sale of securities, franchises and off-exchange commodities. For the complete list, visit the Department’s Licensees page.
    Department Website: https://dfpi.ca.gov/

    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: 12/12/2022

    Who May Apply

    Individuals who are eligible to be appointed to this Career Executive Assignment (CEA) by the State of California.

    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: Marisela Mendoza-Examination Unit
    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
    Marisela Mendoza-Examination Unit
    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.
    • Resume is required and must be included.
    • Statement of Qualifications - A Statement of Qualifications (SOQ) is a narrative discussion with specific information and examples that demonstrate how your experience, education, training, knowledge, skills, and abilities relate to the “Desirable Qualifications” listed below. The SOQ serves as documentation of each applicant's ability to present information clearly and concisely in writing. The SOQ must be typed and no longer than two (2) pages in length. The SOQ must clearly be titled "Statement of Qualifications" and include the applicant's name at the top of the page. Statements of Qualifications that do not meet this criterion will not be evaluated and will result in disqualification from the examination.
    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.

    Examination Qualification Requirements

    All applicants must possess the knowledge and abilities, and any other requirements, described in this announcement.

    Note: Eligibility to take a CEA examination does not require current permanent status in the civil service.

    General Qualifications

    State civil service employees must possess essential general qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.

    Knowledge and Abilities

    Applicants must demonstrate the ability to perform high administrative and policy – influencing functions effectively. Such overall ability requires possession of most of the following more specific knowledge and abilities:

    • Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department’s or agency’s Equal Employment Opportunity Program objectives; and a manager’s role in the Equal Employment Opportunity Program.
    • Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department’s or agency’s Equal Employment Opportunity objectives.

    These knowledge and abilities are expected to be obtained from the following kinds of experience with substantial participation in the formulation, operation and/or evaluation of program policies (experience may have been paid or volunteer; in State service, other government settings, or in a private organization):

    CEA Level A - Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.

    CEA Level B - Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.

    CEA Level C - Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.

    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:

    1. Demonstrated knowledge and experience in planning, organizing, and leading the work of a consumer call center and complaint resolution teams.

    2. Demonstrated knowledge and experience creating performance measures and control limits and improving the customer experience in consumer call center and complaint resolution settings.

    3. Demonstrated knowledge and experience in researching and tracking historical performance metrics and projecting future call center and complaint volumes and securing sufficient budget and personnel to meet business needs.

    4. Demonstrated ability to build and maintain positive working relationships with other leaders across the organization, consumers, elected officials, and VIPs.

    5. Demonstrated ability to communicate effectively orally and in writing to individuals and groups, including the department, general public, consumers, and elected officials.

    Examination Information

    The examination process will consist of an application, resume, and Statement of Qualifications evaluation. The Statement of Qualifications will be used to evaluate the applicant's education and experience as it relates to the "Desirable Qualifications" listed above, and may also serve as documentation of each applicant's ability to present information clearly and concisely in writing since this is a critical factor to successful job performance. The Statement of Qualifications may be the only basis for the applicant's final score and rank on the eligible list.

    If you meet the requirements stated in this announcement, you may take this competitive examination. Possession of the Examination Qualifications requirements does not assure a place on the eligible list. Your performance in the examination will be compared with the performance of others who take this examination, and all successful candidates will be ranked according to their scores.

    A minimum rating of 70% must be attained in the Examination to obtain list eligibility for this position. All candidates will receive written notification of their examination results.

    The results of this examination will only be used to fill this position. Applications will be retained for twelve months.

    Hiring interviews for the Job may be conducted with the most qualified candidates.

    The examining Department reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service law and rules and all competitors will be notified.

    Special Testing Arrangements

    If you have a disability and need special testing arrangements, answer the Reasonable Accommodations question appropriately on your Application (STD 678). You will be contacted to make specific arrangements. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this announcement.

    Benefits

    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:
    Marisela Mendoza
    (916) 576-3182
    careers@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.

    Filing Instructions

    Interested applicants must submit:

    • A completed Standard State Application (STD Form 678).

    • A Statement of Qualifications. The Statement of Qualifications (SOQ) is a narrative discussion of how the applicant's experience, education, training, knowledge, skills, and abilities qualify them for the position. The SOQ serves as documentation of each applicant's ability to present information clearly and concisely in writing. The SOQ must be typed and no longer than two (2) pages in length. The SOQ must clearly by titled "Statement of Qualifications" and include the applicant's name at the top of the page. Statement of Qualifications that do not meet this criterion will not be evaluated and will result in disqualification from the examination.

    Include in the SOQ specific information and examples that demonstrate how your experience, education, training, knowledge, skills, and abilities relate to the "Desirable Qualifications" of the position. The information and examples you provide in the SOQ may be the only tool used for determining your final score and rank on the eligible list.

    Resumes and/or cover letters do not take the place of the Statement of Qualifications.

    • A resume must be attached to the application.

    Applicants who do not follow the filing instructions and/or do not submit the required items may not be considered for this job.

    Additional Information

    We encourage applicants to submit an application package electronically through their CalCareer account at: www.calcareers.ca.gov. Faxed and/or e-mailed applications will not be accepted. Applications postmarked, personally delivered or received via interoffice mail after 5:00 p.m. on the Final Filing Date of December 12, 2022, will not be accepted for any reason.

    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