Job Title:Ombudsman Specialist, CG-0301-11/12 (OTS)

Agency:Federal Deposit Insurance Corporation

Sub Agency:Federal Deposit Insurance Corporation

Job Announcement Number:2011-HQ-0091

• KEY REQUIREMENTS
  
• This position requires occasional overnight travel.

-Responds to customer inquiries received by the Office of the Ombudsman (OO).  Coordinates or personally responds by telephone or in writing to all manners of customer questions.  

-Interacts with other FDIC Divisions and Offices to obtain information needed to respond to inquiries.  

-Researches factual issues and prepares responses to complex and sensitive inquiries and complaints, which may include recommending policy changes as appropriate.

-Maintains information in OO management reporting systems on assigned cases, following established OO policy with respect to confidentiality of information maintained.  Recommends management reporting and other administrative systems and programs to track information flow.  

-Monitors OO activities, ensures program compliance, and tracks achievements of stated goals and objectives.  Analyzes assigned complaints and issues in order to identify systemic risk.

-Performs a variety of administrative duties that include overseeing all aspects of training and employee development programs; coordinating activities and logistics of Office sponsored meetings and conferences; performing HR duties which relate to coordinating logistics and scribing during structured interviews.

For the CG-11:  Applicants must have one year of specialized experience at the CG-09 grade level or higher in the federal service.  Specialized experience is experience performing such duties as problem resolution assistance across organizational boundaries; researching factual issues; participating in policy review, program planning; and/or analysis work; and other administrative tasks (i.e. event planning, overseeing all aspects of training and employee development, and inventory of supplies and services, etc.).

For the CG-12:  Applicants must have one year of specialized experience at the CG-11 grade level or higher in the federal service.  Specialized experience is experience performing such duties as problem resolution across organizational boundaries to identify patterns and systematic problems; researching factual issues; analyzing, compiling and maintaining management reports; participating in policy review; program planning, and/or analysis work; and other administrative tasks (i.e. event planning, overseeing all aspects of training and employee development, and inventory of supplies and services, etc.).

Moderate Risk Position - Minimum Background Investigation (MBI) required.

Your application will be reviewed, including the online assessment questionnaire, to assess your ability to perform this job.  Top ranked candidates will be referred to the selecting official for further review and consideration.  If you rated yourself higher than what is supported by your resume, your responses may be adjusted and you may be excluded from consideration for this position.

The assessment questionnaire is designed to measure your ability in the following competencies/knowledge, skills and abilities (KSAs):

1.  Knowledge of the mission, functions, organization, policies and programs of the FDIC, and the financial industry, in general.

2.  Ability to communicate verbally. 

3.  Ability to collect and analyze information, determining the facts of complicated issues and prepare detailed reports recommending courses of action as appropriate.

4.  Ability to use effective negotiation and facilitation skills to meet and deal with individuals to resolve problems.

5.  Ability to comunicate in writing.

6.  Ability to use a variety of automated and computer-based systems and programs in researching information for customers, analyzing data for internal reports and performing a variety of computer-based tasks.

You do not need to respond separately to these KSAs.  Your answers to the online questionnaire and resume will serve as responses to the KSAs. 
To preview questions please click here.

Office of Thrift Supervision (OTS) employees who have transferred from the OTS to the FDIC under the provisions of the Dodd-Frank Act will retain their existing OTS benefits for a period of 12 months. Retirement benefits, to include participation in the OTS Savings Plan (if applicable), will be retained indefinitely.

To read about your rights and responsibilities as an applicant for Federal employment, click here.  

EEO Policy Statement click here. 

Reasonable Accommodation Policy Statement, click here.

Additional selections may be made from this vacancy announcement to fill identical vacancies that occur subsequent to this announcement, as allowed by regulation.

To begin, click the "Apply Online" button and follow the prompts to register and establish a USAJOBS account, complete the online assessment questionnaire, and submit all required documents.  Please be sure to click "FINISH" to complete the application process. 

You must apply online.  Applicants requesting an exception from the online process must contact the Human Resources Specialist or contact point listed in this announcement prior to 12:00 noon local time on the closing date.

To return to your saved application, log in to your USAJOBS account and click on "Application Status."  Click on the "Position Title," and then select "Apply Online" to continue.

You have until 11:59 p.m. EST (Eastern Standard Time) on the closing date of this announcement to complete the application process.

Please submit copy of your most recent performance appraisal.

Thank you for your interest in working for the Federal Deposit Insurance Corporation. You may check the status of your application on-line 24 hours a day, 7 days a week through USAJOBS by signing in and selecting "Application Status."