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

Senior Contact Center Analyst (Management and Program Analyst)

Division/Office: Consumer Education & Engagement - Consumer Response

Closing date: Jun. 4, 2020

Location: Washington, DC

Grade: 53 See information on grades and base pay ranges at

Salary: $106,262–161,600

Who may apply: Open to status candidates (Competitive service - Permanent)


This position is located in the Consumer 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 at and printable checklist at to ensure each step of the application is completed.


As a Senior 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.

Travel Required

  • 25% or less - 1-5 nights per month.

Supervisory Status

  • No

Promotion Potential

  • 53

The Consumer Financial Protection Bureau (CFPB) is an equal opportunity employer in compliance with federal law and seeks to create and maintain a vibrant, diverse, and inclusive workforce. We encourage all people to apply for opportunities with the CFPB. The CFPB does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, transgender status, gender identity or expression, gender non-conformity, or sex stereotyping of any kind), national origin, disability, age (40 and older), genetic information, parental status, political affiliation, marital status, uniformed status, membership in a labor organization or union activities, prior EEO (Equal Employment Opportunity) activity or whistleblower activity, or any other non-merit factor.