Consumer Response Specialist

Consumer Education & Engagement - Service Member Affairs
Expiration Date:
Washington, D.C.
(52, 53) $92,166–$161,600

Job Description

This position is located in the Consumer Financial Protection Bureau (CFPB), Office of Servicemember Affairs. Incumbent serves as a Consumer Response Specialist and is the technical and program expert in the addressing of consumer complaints arising from military and veteran communities. The incumbent is responsible for developing strategic communication messaging specific to this community, and contributes substantially to expanding and reinforcing knowledge and applicable regulations in support of the Office’s activities.

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The following are the duties of this position at the CN-53 level (Broadly equivalent to the GS-13). If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

  • Conducts technical reviews of highly complex and difficult to interpret consumer complaints, including cases where consumer laws are not directly applicable or are contradictory. Analyzes and responds to complex consumer complaints, some of which may attract media attention.
  • Responds to complex oral and written inquiries and communications received from consumers and/or other agencies about financial products and services such as credit cards, mortgages, other loans, debt collection and credit bureaus. Complaints generally have significant policy or legal implications or may attract media attention. Independently resolves problems using new approaches and procedures.
  • Identifies and reports to higher management significant trends in consumer complaints indicating the need to update CFPB policies, procedures or to make recommendation or regulatory changes. Recommends the adoption and application of new methods, approaches and criteria to ensure program requirements are aligned with strategic objectives specifically as they apply to servicemembers and their families.
  • Designs, develops and implements strategic communication procedures and approaches to use various social media outlets in order to share and communicate information, provide news updates and connect and communicate with the military and veteran communities.
  • Exercises broad independent judgment to raise issues requiring action by examiners or litigators, or review by managers, attorneys, CFPB’s enforcement team, CFPB’s supervision team, or other agencies.

Travel Required

  • Occasional travel
The Consumer Financial Protection Bureau (CFPB) is an equal opportunity employer and seeks to create and maintain a vibrant and diverse workforce. Women, minorities, veterans, and people with disabilities are encouraged to apply.

Before you apply

Open to All US Citizens (Competitive service - Permanent)

Applications will be accepted from all U.S. citizens.

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Open to status candidates (Competitive service - Permanent)

Current Federal employees on career or career-conditional appointments and reinstatement eligible. Current federal employees on permanent competitive service appointments (including current CFPB employees on such appointments), or former federal employees with reinstatement eligibility; or ICTAP Eligibles; or Eligible under special hiring authorities (e.g., individuals with disabilities, covered by an interchange agreement, or Eligible under the Veterans Employment Opportunity Act). Current CFPB employee should check their appointment type before applying to an announcement.

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