Consumer Information Representative

State of Connecticut•Hartford, CT

3d•Onsite

About The Position

The Connecticut Department of Banking’s Government Relations and Consumer Affairs Division is hiring a Consumer Information Representative to assist Connecticut consumers with questions and complaints involving regulated entities and laws within the Banking Commissioner’s jurisdiction. The representative serves as a public-facing agency contact, communicating with the public by phone, email, and in person, and representing the agency in interactions with regulated companies. The role involves independently investigating consumer complaints and researching inquiries, determining appropriate actions or referrals, providing technical assistance, and explaining relevant laws, regulations, findings, and available options. The representative may contact consumers and businesses to gather information, identify necessary corrections, negotiate or mediate disputes, prepare materials for hearings, and draft cease-and-desist orders. The position also involves examining financial and operational records, documenting apparent violations, reviewing criminal and bankruptcy files, and writing or updating division policies and procedures. The position is full-time, 40 hours per week, first shift, Monday through Friday, at 280 Trumbull Street in Hartford, Connecticut. The selected candidate may be required to travel.

Requirements

Five years of experience in a technical public-contact role at a governmental regulatory agency or large business organization.
Knowledge of the functions of regulatory agencies and other sources of consumer assistance.
Interpersonal skills.
Oral and written communication skills.
Skills in conducting investigations or research.
Ability to make appropriate referrals.
Ability to gather information from consumers and assistance resources.
Ability to interpret and apply laws and regulations relating to consumer complaints or technical inquiries.
Ability to use computer software.
College training may substitute for general experience at 15 semester hours per one-half year of experience, up to a maximum of four years for a bachelor’s degree.
A master’s degree in a closely related field may substitute for one additional year of general experience.
Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may substitute for general experience.

Nice To Haves

Experience communicating with agency stakeholders.
Experience resolving consumer complaints at a financial services corporation or financial regulatory agency.
Experience prioritizing work assignments with deadlines.
Experience researching and writing reports.
Experience analyzing financial documents.

Responsibilities

Receive consumer complaints and inquiries by phone, in writing, and in person.
Independently investigate complaints or research inquiries and determine the appropriate action or referral.
Provide technical assistance and respond to technical consumer inquiries.
Contact consumers, individuals, and companies to notify them of complaints and request relevant information.
Review applicable statutes, regulations, and prior agency decisions to assess whether violations may have occurred and determine appropriate actions.
Explain relevant laws and agency regulations to the public and advise consumers about available courses of action.
Inform businesses or other entities of corrective actions to be taken.
Conduct or assist with inquiries, investigations, and examinations of financial entities, including banks, credit unions, broker-dealers, investment advisers, mortgage companies, and consumer lenders.
Investigate complaints about the conduct and delivery of services by regulated entities.
Review and assess financial and operational documents and records, including financial statements, loan files, investments, management policies, risk management programs, advertising, and licensing information.
Investigate, research, and document apparent violations of applicable laws and policy contraventions.
Communicate with industry contacts and internal staff to review issues and findings.
Review criminal and bankruptcy files.
Learn and use the E-License system.
Maintain records and write reports.
Negotiate or mediate between parties when needed.
Prepare reports for and participate in hearings when needed.
Draft cease-and-desist orders when needed.
Review, update, and write division policies and procedures.
Perform related duties as required.