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CONSUMER SERVICES SPECIALIST (CONTRACTUAL)

ADMINISTRATIVE AIDE

Recruitment #25-002572-0022

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Introduction

The Office of Financial Regulation in the Maryland Department of Labor is accepting applications for the position of Consumer Services Specialist (Administrative Aide). This position is ideal for an administrative professional interested in consumer protection or financial services law. 

About the Office: 

The Office of Financial Regulation ensures that financial institutions and businesses treat Maryland consumers fairly 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, and student loan servicing companies. Learn more about the Office at www.labor.maryland.gov/finance. 

An Administrative Aide is work providing secretarial support to an official, administrator or administrative staff. Employees in this classification type on keyboards of personal computers using word processing software. 

Resumes may be submitted as supplemental information; however, all sections of the application must be completed in full. Incomplete applications will not be considered.

GRADE

ASTD11

LOCATION OF POSITION

100 S. Charles Street, Baltimore, MD 21201

Main Purpose of Job

The Consumer Services Unit in the Office of Financial Regulation (OFR) investigates and responds to complaints and inquiries from Maryland consumers about the financial institutions and businesses regulated by OFR. The Consumer Services Unit supports OFR's mission by ensuring that financial institutions and businesses comply with state and federal laws related to consumer lending, debt, credit and other regulated activities. The Consumer Services Specialist is an integral member of the Consumer Services team, serving as the Unit's primary point of contact and providing administrative support for essential Unit functions. The Consumer Services Specialist is responsible for completing complaint intakes and referrals, responding to incoming emails and telephone calls, drafting and sending correspondence, maintaining electronic forms and confidential records, and preparing summary data reports. 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:

Serve as the primary point of contact for the Consumer Services Unit by processing complaint submissions and responding to requests and inquires. Receive written consumer complaints and complete complaint intakes and referrals. 
  1. Read and understand submitted complaints to determine the nature of the complaint and applicability to OFR's jurisdiction. 
  2. Create, update and/or close complaint files in OFR's case management system. 
  3. Categorize, transcribe and summarize complaint details into the case file. 
  4. Refer complaints for review or investigation to the appropriate Financial Examiner, or for certain non-jurisdictional issues, to the appropriate state or federal regulatory body. 
  5. Compose and transmit correspondence to parties involved in the complaint or to other government agencies.
  6. Complete any other complaint intake or referral tasks as described in the Consumer Services Unit Procedures Manual  
  7. Receive and respond to email, telephone, mail and online requests and inquiries.
  8. Provide general information, guidance or resources via email, telephone and mail to members of the public or other individuals who contact the Unit for assistance. 
  9. Route incoming emails, calls, messages, appointment requests and mail to the appropriate parties. 
  10. Utilize OFR's designated interpretation and translation services to communicate and correspond with non-English speakers.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Four years performing secretarial work or clerical work involving typing duties.

Notes:

1. Additional secretarial or clerical experience may be substituted on a year-for-year basis for the required education.

2. Thirty credit hours with a major in secretarial science or office technology from an accredited college may be substituted at the rate of thirty credits for one year of experience for up to two years of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administration classifications or Administrative, Clerical, or Office Services specialty codes in the Administrative Support field 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.

Knowledge of proper grammar, punctuation, spelling and formatting used for professional documents. 

Skilled in reading, understanding, evaluating and accurately summarizing complex information. 

Ability to communicate with the public in a courteous and efficient manner. 

Experience writing or proofreading professional correspondence, including letters and emails, using proper grammar, punctuation, spelling and formatting.

Experience working in customer support, constituent services, case intake, reception or a similar public-facing role in an office environment or professional setting. 

LICENSES, REGISTRATIONS AND CERTIFICATIONS

NOT APPLICABLE.

SPECIAL REQUIREMENTS

Demonstrated ability to accurately type on a keyboard on a personal computer at a minimum of forty words per minute may be required, depending on the specific requirements of the position.

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 enough 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. Unfortunately, we won't 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.

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

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 a bachelor's/master's degree, etc.:

Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted before 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 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.

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

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits. Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

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 25-002572-0022

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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