NY HELPYes

AgencyFinancial Services, Department of

TitleConsumer Representative 1 (DFS), SG-14

Occupational CategoryOther Professional Careers

Salary Grade14

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $56183 to $71719 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 6 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address One Commerce Plaza

City Albany

StateNY

Zip Code12257

Duties 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.

Minimum 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: https://www.cs.ny.gov/rp55/

Minimum 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.

Additional Comments Please note that a change in negotiating unit may affect your salary, insurance and other benefits.

Salary: $56,183 – $71,719

Appointment Status: Permanent

Some positions may require additional credentials or a background check to verify your identity.

Name Gregory Marsh

Telephone

Fax (518) 402-5071

Email Address Recruitment@dfs.ny.gov

Address

Street One Commerce Plaza

Suite 301

City Albany

State NY

Zip Code 12257

Notes on ApplyingTo 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 Marsh
Box CR1DFS-CAU
New York State Department of Financial Services
Office of Human Resources Management
One Commerce Plaza, Suite 301
Albany, NY 12257
Email: Recruitment@dfs.ny.gov
Fax: (518) 402-5071

All candidates that apply may not be scheduled for an interview.


Public Service Loan Forgiveness
Employment 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: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service


AMERICANS WITH DISABILITIES ACT: REASONABLE ACCOMMODATIONS
Under 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.