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Director of Consumer Services

Financial Non-Depository Examiner Supervisor

Recruitment #25-000282-0001

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Introduction

The Office of Financial Regulation in the Maryland Department of Labor is currently accepting applications for the position of Director of Consumer Services (Financial Non-Depository Examiner Supervisor). This position presents a unique opportunity for a dynamic leader with experience in consumer finance and a passion for public service to positively impact Maryland consumers and financial providers.

About the Office:

The Office of Financial Regulation is Maryland’s consumer financial protection agency and financial services regulator. The Office ensures that regulated financial institutions and businesses treat Maryland consumers fairly, operate safely and soundly, and comply with applicable laws and regulations. The industries regulated by the Office include mortgage lenders and loan servicers, vehicle financing and sales financing companies, personal loan and installment lenders, debt collection and debt management agencies, money transmission and check cashing services, Maryland state-chartered banks and credit unions, student loan servicing companies, and more. Learn about the Office at www.labor.maryland.gov/finance. 


Resumes are acceptable as additional information, however, the application must be completed or it will be subject to rejection.

GRADE

20

LOCATION OF POSITION

100 S. Charles Street, Baltimore, MD 21201

Main Purpose of Job

The Director of Consumer Services manages the Consumer Services Unit in the Office of Financial Regulation (OFR). The Consumer Services Unit responds to inquiries from the public and investigates complaints from Maryland consumers about the financial institutions and businesses regulated by OFR. The Consumer Services Unit supports OFR’s mission to protect consumers and uphold confidence in the financial system by ensuring that financial institutions and businesses comply with state and federal laws pertaining to consumer credit, lending, debt collection, money transmission, and other regulated activities in the financial services sector. Reporting to the Assistant Commissioner for Consumer & External Affairs, the Director of Consumer Services manages the systems, processes, and activities for receiving, investigating, and resolving consumer complaints and inquiries. The Director supervises Consumer Services staff and advises the Assistant Commissioner on consumer complaint trends and related policy matters. This position is eligible for remote work at management’s discretion and in accordance with Departmental teleworking policies.

POSITION DUTIES

Duties of this position include, but are not limited to:
Manage the systems, processes, and activities for receiving, investigating, and resolving consumer complaints and inquiries.
• Supervise consumer complaint processes and activities, including complaint intake, assignment, investigation, analysis, resolution, referrals, data collection, electronic file management, and staff interactions with consumers and financial institutions/providers. 
• Supervise processes and activities for responding to consumer inquiries received in person and via email, phone, mail, and the website appointment scheduler. 
• Supervise or directly participate in the resolution of escalated consumer complaints or inquiries and respond to requests from OFR management or Labor Department officials regarding consumer matters. 
• Supervise or directly participate in the investigation of complex or high-risk complaints, or complaints which may involve significant consumer harm and/or serious violations of law. Complaint investigations involve examining the records and accounts of financial institutions and providers and conducting independent analyses to determine compliance with applicable laws and regulations and to assess potential consumer harm.

MINIMUM QUALIFICATIONS

Experience: Nine years of experience, five years of experience examining or auditing the accounts, records and business practices of non-depository financial institutions or in managerial or professional work in the financial services, consumer loan, sales finance, installment loan, mortgage lenders, collection agencies, check  cashiers, money transmitters, debt management and/or law enforcement industries and four years of additional regulatory, managerial or professional experience in the financial services industry, consumer credit industry, mortgage lending industry, accounting or auditing work or State or federal regulatory experience in the above industries.

Notes:

1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university including or supplemented by a total of 24 credit hours in business administration, finance, economics, law, criminal justice or accounting and five years of experience examining or auditing the accounts, records and business practices of non-depository financial institutions or in managerial or professional work in the financial services, consumer loan, sales finance, installment loan, mortgage lenders, collection agencies, check cashiers, money transmitters, debt management and/or law enforcement industries for the required experience.  These credit hours must include a minimum of 6 credit hours in either accounting or auditing.

2. Candidates may substitute the possession of a Juris Doctor degree from an accredited law school, a certificate as a Certified Public Accountant, or a Master’s degree in business administration or accounting from an accredited college or university for one year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in logistics specialist classifications or administrative support specialty codes in the financial management or auditing fields of work on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

Experience supervising or leading investigations of financial institutions and businesses, including investigations involving escalated or complex consumer complaints, serious violations of law and/or significant consumer harm. 

Experience supervising and training financial examination teams of five or more employees.

Experience interpreting and applying governing laws, rules, regulations and procedures in a compliance or regulatory environment.

Bilingual in Spanish and English.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SPECIAL REQUIREMENTS

Employees in this classification may be required to attend advanced formal training classes.  The purpose of this training is to maintain professional job specific proficiency and current knowledge.  Some training classes are out-of-State and may require overnight stays.

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (LABOR/DUI) to determine whether any monies are owed to LABOR/DUI as a result of unemployment overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.

For positions that require Bachelor/Master Degree etc:

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-2925.

EXAMINATION PROCESS

The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767-4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov. If you encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

 

We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214.

 

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted.

 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

 

Completed applications, required documentation, and any required addendums may be mailed to:  

 

Maryland Department of Labor/ Office of Administration

Attn: Jasmine Hubbard 25-000282-0001

100 S. Charles Street, 5th Floor

Baltimore, MD 21201  

 

For additional information, please contact Jasmine Hubbard at 410-767-2627 or via email Jasmine.Hubbard1@maryland.gov

 

The MD State Application Form can be found online  

 

Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.




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