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Consumer Financial Protection Bureau Senior Contact Center Analyst (Management and Program Analyst) in Washington, District Of Columbia


This position is located in theConsumer Financial Protection Bureau, Office of Consumer Response, Stakeholder Services Section. Consumer Response hears directly from consumers about the challenges they face in the marketplace and empowers consumers to take more control over their financial lives by answering questions, handling complaints, and sharing data.See our tips on the application process and printable checklist to ensure each step of the application is completed.


As aSenior Contact Center Analyst, you will: Work closely within the Stakeholder Services Section to understand complex information needs and translates those needs into detailed technical reports, extracts and dashboards using multiple tools (e.g., Salesforce, Tableau, SAS, Google Analytics, Microsoft Excel, and others).

Serve as a subject matter expert for the Stakeholder Services Section and represents the CRC as an expert on Contact Center reporting.

Lead and participates in Consumer Response process improvement projects or change requests.

Evaluate current state performance of CRC services to inform process analysis and recommend process improvements, including performing any cost/benefit analysis, where applicable.


Conditions of Employment

Please refer to "Conditions of Employment."

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You must be a U.S. citizen or U.S. National

Public Trust background Investigation will be required

The experience may have been gained in either the public or private sector orvolunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week on your résumé.


Specialized experience: For the CN-53, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the CN-52grade level in the Federal service (For qualification purposes, the CN-52 is broadly equivalent to the GS-12). Specialized experience for this position includes: Providing reporting support, analysis, and recommendations in the areas of call center services and complaint data to improve the efficiency and quality of a team or program. Reports may be developed in multiple software packages (e.g., Salesforce, Tableau, SAS, Google Analytics, Microsoft Excel, and others); AND Gathering research requirements, defining the scope of a project/problem, and developing hypotheses; AND Experience must reflect (1) experience translating information needs into the design and development of detailed technical reports, extracts, and/or dashboard requirements using multiple software tools; and (2) experience providing technical advice regarding reporting standards, methodologies and technical procedures, and (3) experience that demonstrates a knowledge of call center and consumer complaint data, including reporting; AND Synthesizing data for presentations to various levels of familiarity with the topic presented.


Additional Information

  • We may select from this announcement or any other source to fill one or more vacancies.- This announcement may be used to fill like positions in other organizations within the Consumer Financial Protection Bureau.- This is a bargaining unit position.-We offer opportunities for telework.- We offer opportunities for flexible work schedules.-Ethics:Consumer Financial Protection Bureauemployees are subject to government-wide ethical standards of conduct, financial disclosure requirements, and post-employment prohibitions, which applicants may review at In addition, employees must comply with the Supplemental Standards of Ethical Conduct for Employees of the Consumer Financial Protection Bureau(5 CFR 9401), which, among other things, prohibit an employee or the employee’s spouse or minor child from owning or controlling a debt or equity interest in an entity supervised by the Bureau. Regulations also impose restrictions on the outside activities of certain Bureau employees, including examiners and attorneys. Applicants may review theBureau's ethics regulations and a summary of the regulations at regarding these requirements and prohibitions should be directed to theBureau Ethics Office at OF EMPLOYMENT: -A one year probationary period may be required.- Must successfully complete a background investigation.- Complete a Declaration for Federal Employmentto determine your suitability for Federal employment, at the time requested by the agency.- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service Systemor are exempt from having to do so.-Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.-Obtain and use a Government-issued charge card for business-related travel.