CONSUMER RESOURCE EXAMINER 1* - 01282025-65026

Job Information

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCIAL INSTITUTIONS, CONSUMER RESOURCES DIVISION, DAVIDSON COUNTY

Qualifications

Education and Experience: Bachelor's degree in accounting, finance, or other business-related degree with nine (9) semester hours of accounting and/or finance.

Substitution of Experience for Education: Four (4) years of experience examining financial institutions for a state and/or federal regulatory agency or four (4) years of experience in consumer resources for a state or federal regulatory agency.

Necessary Special Qualifications: None

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Overview

Summary: Under immediate supervision, is responsible for professional consumer resource examination work of routine difficulty.

Distinguishing Features: This is the entry level class to FI Consumer Resource Examiner series. An employee in this class functions in a training capacity in learning to review and analyze the complaints, financial statements and loan documents of state chartered/licensed financial institutions when complaints are filed by consumers. This class flexes to and differs from the FI Consumer Resource Examiner 2* in that an incumbent in the latter functions at the working level and will handle more complex complaints.*An applicant appointed to this class will be reclassified to FI Consumer Resource Examiner 2* after successful completion of a one-year training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Responsibilities

1. Learn to accept consumer complaints via telephone, fax, email and/or hand delivery to assist consumers with seeking resolution to issues encountered in their relationships with financial institutions. Review information received and determine if the complaint is related to one of the ten (10) financial institution industries regulated by Department of Financial Institutions or if it is a complaint related to a federally regulated institution. Refer complaints received for institutions not regulated by the department to the appropriate regulator for the institution. If regulator is unknown conduct a search to determine the correct destination for the referral. Complaints for financial institutions regulated by the department should be evaluated to determine what information will be needed to resolve the issue and what persons/institutions will be contacted.
2. Learn to conduct a thorough review of the financial institution history as a licensee or chartered institution with the state to gain background and insight into the operations of the institution. Review may include but not limited to research previous examination reports, verify license/charter to ensure it is current, previous investigation documents, unlicensed activity, Enforcement Action Requests, previously cited violations. Communicate with department attorneys, examiners, licensing staff and/or bank/credit union/compliance division management to obtain additional information that may be relevant in order to conduct a thorough analysis.
3. Learn to demonstrate independent judgment to determine what information will be needed from the institution and/or if any additional information is needed from the complainant to ensure a thorough review and analysis can be conducted. Prepare documents in compliance with department procedures to request needed information and communicate to the institution the timeframes for submitting information relevant to the complaint. Upon review of information received if it is determined that additional information is needed submit subsequent requests to the financial institutions.
4. Learn to conduct an interview with the referent, complainant and/or the institution as needed to ensure that all questions can be answered and all facts obtained to facilitate a resolution. Document all discussions to ensure maintenance of all information.
5. Review all signed forms, agreements, contracts, notices, etc. to ensure the transactions and/or actions taken by the consumer and/or the financial institution are in compliance with regulation. Communicate with appropriate bank, credit union and/or Compliance division staff for clarification and/or verification of identified concerns and issues. Any issues identified which may indicate non-compliance with regulatory standards or potential illegal and/or unlicensed activity should be immediately reported to the Consumer Resources Director and/or department attorneys.
6. Learn to utilize the Rule of 78s, Actuarial Fund Tables, Formula Interest Rate or the Maximum Effective rate of Interest, and/or other tools to calculate and verify payoff amounts, refunds, interest, overages, underpayments, fees, maturity dates and other relevant calculations to ensure the agreements/payments/rates etc. were appropriately calculated in compliance with statute, laws and guidelines.
7. Research Tennessee Code Annotated, city/county tax records, Regulation X- Real Estate Settlement Procedures Act, Tennessee Public Notices, NACHA-ACH Operations Bulletin #3-2013-Reinitiation of Returned Debit Entries, Nationwide Multi state Licensing System Registry, Certificate of Title and other laws, statutes, and/or guidelines governing the financial institution industry operations to identify the institution's and/or consumer's compliance with relevant laws/guidelines to ensure up-to-date knowledge and information is considered to facilitate a fair and appropriate complaint resolution.
8. Prepare, compile and maintain appropriate documentation of all analysis, documents submitted, statements, interviews, etc. to ensure a complaint file is established and held in compliance with state Records Destruction Act guidelines.
9. Learn to communicate with department regulatory division management, regulatory division examiners, and/or attorneys to ensure all relevant parties are apprised of issues which could impact the delivery of financial services to other citizens. Seek advice and guidance as needed to ensure information is sought from all available resources so that informed recommendations and/or decisions can be made. Ensure all complaints with a potential statutory violation are reviewed with department attorney. If a response is not received timely from an institution communicate with the institution and educate them on their responsibility to work collectively with you to resolve the complaint in compliance with statutory requirements.
10. Participate in meetings, trainings and required continuing education to ensure up-to-date knowledge is maintained related to consumer complaints, analysis, statutes, procedures, etc. Continually build on knowledge base to ensure you can appropriately examine all records and information and serve as a liaison between complainant and financial institution.
11. Upon notice of a potential dispute to a response by the institution and/or the decision to close the complaint file make a determination as to whether any new documentation/information provided is within the Department's regulatory authority, is it something that was previously addressed by the institution, etc. Seek guidance from the department's regulatory division or Legal section as needed.

Competencies (KSA's)

Competencies:
1. Customer Focus
2. Functional/Technical Competency
3. Problem Solving
4. Organizational Agility
5. Written Communications
6. Listening
7. Self-Development

Knowledge:
1. Economics and Accounting
2. Law and Government
3. Math

Skills:
1. Active Listening
2. Critical Thinking
3. Writing
4. Complex Problem Solving

Abilities:
1. Oral Comprehension
2. Oral Expression

Tools & Equipment

1. Computer
2. Fax Copier
3. I Phone
4. Financial Calculator
5. MS Word
6. Excel Software

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.