About this opportunity
New York State Civil Service lists this Consumer Representative 1 (DFS), SG-14 opportunity in albany, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
NY HELPS Yes
n55-b/c Eligible No
nAgency Financial Services, Department of
nTitle Consumer Representative 1 (DFS), SG-14
nOccupational Category Other Professional Careers
nSalary Grade 14
nBargaining Unit PS&T - Professional, Scientific, and Technical (PEF)
nSalary Range From $56183 to $71719 Annually
nEmployment Type Full-Time
nAppointment Type Permanent
nInternship No
nJurisdictional Class Competitive Class
nTravel Percentage 0%
nWorkweek Mon-Fri
nHours Per Week 37.5
nWorkday
nFrom 8 AM
nTo 6 PM
nFlextime allowed? No
nMandatory overtime? No
nCompressed workweek allowed? No
nTelecommuting allowed? Yes
nCounty Albany
nStreet Address One Commerce Plaza
nCity Albany
nState NY
nZip Code 12257
nDuties Description The New York State Department of Financial Services seeks to build an equitable, transparent, and resilient financial system that benefits individuals and supports business. Through engagement, data-driven regulation and policy, and operational excellence, the Department and its employees are responsible for empowering consumers and protecting them from financial harm; ensuring the health of the entities we regulate; driving economic growth in New York through responsible innovation; and preserving the stability of the global financial system.The Department of Financial Services is seeking candidates for the position of Consumer Representative 1, SG-14 in the Consumer Assistance Unit. Duties include, but are not limited to, the following:• Responds to written and phone inquiries and complaints regarding financial products;• Functions as a second-level contact for complex inquiries from the public involving insurers, banks, and other financial services institutions that cannot be resolved by call center staff;• Correspond and inform consumers of appeal rights and complaint filing procedures or refer them to other government agencies if appropriate;• Codes new complaints as well as identifies and expedites Elder Abuse, Whistleblower, and Hardship complaints for priority handling;• Researches financial institution profile and history to determine whether it falls under DFS jurisdiction;• Gathers information on previous cases, cases of a similar nature, and any other related information to pinpoint issues and/or decision points and completes routine investigative work;• Appraises formal written consumer complaints and determines if there could be a violation of law, rule or regulation, or whether the consumer had been dealt with unfairly or deceptively;• Assists with reviewing complaints from consumers or providers related to payment for out of network services or surprise bills to determine whether it is qualified for an Independent Dispute Resolution (IDR) and reassigning IDR's when there is conflict of interest;• Reviews complaints out of the DFS' jurisdiction and refers them to the appropriate regulatory entities;• Prepares correspondence that outlines the resolution of complaints;• Assists with reporting of consumer representative and IDR activity;• Performs public outreach at various events and informs consumers about issues related to financial products and services, and ways consumers can protect their interest;• Meets with consumers, review consumers’ complaints, and gathers the necessary documents such as insurance policy or cancellation letter from the consumer and company;• Monitors inquiries and referrals to detect recurring patterns and refer cases to management;• Utilizes computer tracking system to maintain and update records throughout the resolution process; and• Performs other duties as assigned.
nMinimum Qualifications Appointment Method: 55 b/c Appointment: Candidates must meet the eligibility requirements of the Governor's Program to Hire Individuals and Veterans with Disabilities as described in Civil Service Law § 55b/c. Information about this program can be found here: Qualifications: Four years of experience in a position dealing with the general public and business representatives to either gather information from multiple sources and prepare factual reports; and provide written and verbal information concerning laws, rules, regulations, policies, and/or procedures or resolve problems by negotiating solutions. Substitutions: Associate degree may substitute for two years of specialized experience; bachelor's degree may substitute for four years of specialized experience.NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply (see minimum qualifications above). At this time, agencies may recruit and hire employees by making permanent non-competitive appointments. At a future date (within one year of appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
nAdditional Comments Please note that a change in negotiating unit may affect your salary, insurance and other benefits.Salary: $56,183 – $71,719Appointment Status: Permanent
nSome positions may require additional credentials or a background check to verify your identity.
nName Gregory Marsh
nTelephone
nFax
nEmail Address
nAddress
nStreet One Commerce Plaza
nSuite 301
nCity Albany
nState NY
nZip Code 12257
nNotes on Applying To Apply: Interested qualified candidates must submit a resume and letter of interest no later than October 7, 2026 to the email address listed below. Please include the Box # (Box CR1DFS-CAU) in the subject line of your email to ensure receipt of your application. Email submissions are preferred.Please be advised that the New York State Department of Financial Services does not offer sponsorship for employment visas.Gregory MarshBox CR1DFS-CAUNew York State Department of Financial ServicesOffice of Human Resources ManagementOne Commerce Plaza, Suite 301Albany, NY 12257Email: : All candidates that apply may not be scheduled for an interview.Public Service Loan ForgivenessEmployment with New York State qualifies an individual for Public Service Loan Forgiveness (PSLF). This program forgives the remaining balance on any Direct Student Loans after you have made 120 qualifying monthly payments while working full-time for a U.S. federal, state, local, or tribal government or not-for-profit organization. To learn more about the program and whether you would qualify, please visit: WITH DISABILITIES ACT: REASONABLE ACCOMMODATIONSUnder the Americans with Disabilities Act (ADA), the Department of Financial Services is required to provide reasonable accommodation for known physical or mental limitations of an otherwise qualified applicant with a disability if an accommodation would enable the applicant to perform the essential functions of the job. If the accommodation would constitute an undue hardship on the operations of the agency, the agency is not required to provide it.All people with disabilities are encouraged to apply to all jobs for which they meet the minimum qualifications.
Worksite address
albany, NY, 12237, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.