Student Loan Ombudsperson

WHO WE ARE

The Office of the Attorney General/Department of Law is the "People's Lawyer." The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State's chief lawyer and law enforcement official. Our vision for the Department of Law is: "Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all." Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

Visit our website to learn more: https://coag.gov/.

This position is open only to Colorado state residents.

WHAT YOU WILL DO

This work unit exists to enforce the Colorado Uniform Consumer Credit Code (“UCCC”), the Colorado Deferred Deposit Loan Act (“CDDLA”), the Colorado Consumer Equity Protection Act (“CCEPA”), the Colorado Rental Purchase Agreement Act (“CRPAA”), the Colorado Credit Services Organization Act (“CCSOA”), the Colorado Uniform Debt Management Services Act (“CDMSA”), the Colorado Fair Debt Collection Practices Act (CFDCPA”), and the Colorado Student Loan Equity Act (“CSLEA”) The work unit licenses, registers, examines, and investigates creditors and other companies for compliance, and protects consumers from unlawful actions. 
Position Summary:

The Student Loan Ombudsperson is responsible for the regulatory program under the Colorado Student Loan Equity Act (CSLEA). This position has significant outreach responsibilities, to the public and to state and federal stakeholders. This position will also provide an education course to the public. Additional responsibilities include supervising two financial credit examiners and a compliance specialist. This position oversees compliance examinations, resolves consumer complaints, reviews and approves licensing applications and renewals, notifies providers and agencies regarding licensure or examination results, and collects sufficient fees.

The position is responsible for the following:

• Directs the receipt, evaluation, investigation, and resolution of complex student loan borrower complaints
• Oversee communications with student loan borrowers to ensure complaints are accurately assessed, borrowers receive clear information regarding their rights and responsibilities, and complaint resolutions are consistent with applicable laws, regulations, and program policies
• Directs the analysis of complaint data, examination findings, and industry trends to identify emerging risks, patterns of noncompliance, and systemic consumer protection issues, and develops recommendations regarding regulatory priorities, policy changes, compliance strategies, and enforcement actions

• Represents the Student Loan Program during administrative proceedings, stakeholder meetings, and court proceedings
• Provides oversight of compliance examinations by evaluating examination finding for compliance, consistency, accuracy, and adherence to regulatory standards, and resolves complete or novel examination issues
• Reviews and approve examination reports, correspondence, findings, and recommendations to ensure accuracy, consistency, and alignment with Department enforcement objectives
• Evaluates examination results and industry trends to identify systemic compliance issues, emerging risks, and regulatory gaps, and develops recommendations for enforcement priorities, policy initiatives, stakeholder outreach, and program improvements
• Lead outreach and engagement with regulated entities, industry stakeholders, governmental partners, and the public to communicate compliance issues, promote voluntary compliance, and address systemic issues affecting the regulated industry
• Overseeing public education initiatives, monitoring legislative and regulatory developments, identifying systemic issues affecting student loan borrowers, and developing recommendations that strengthen program operations, consumer protections, and regulatory oversight
• Oversees and coordinates the licensing of supervised servicers and private education creditors, ensures compliance with regulatory requirements
• Provides direct supervision of two Financial Credit Examiners and one Compliance Specialist 

This recruitment may be used to fill similar positions in the Consumer Protection Section at the Department of Law.

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate's qualifications and in compliance with the Equal Pay for Equal Work Act. Salary will be paid on a biweekly basis.


This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description:

H1Q5XX

Liaison V

Minimum Qualifications:  Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated. 

Minimum qualifications are: 

Experience only:

• Eight years of professional experience in consumer financial protection, financial regulation, regulatory compliance, licensing, consumer lending, student loan servicing, banking, finance, accounting, economics, public administration, administrative law, or another closely related field. 

  This experience must include:

  • Interpreting and applying complex statutes, regulations, policies, or administrative rules to resolve regulatory, compliance, licensing, or consumer protection matters;
  • Researching and analyzing legal, regulatory, financial, or operational issues and developing recommendations or solutions;
  • Reviewing complaints, investigations, examinations, audits, or other compliance information to identify trends, patterns of noncompliance, or consumer risks;
  • Preparing formal reports, memoranda, findings, or recommendations for management, executive leadership, or other decision-makers; and
  • Collaborating with regulated entities, consumers, attorneys, government agencies, or other stakeholders to resolve complex issues or achieve regulatory or program objectives.

OR

Education and Experience:

• Bachelor's degree from an accredited institution in Public Administration, Business Administration, Finance, Accounting, Economics, Political Science, Public Policy, Criminal Justice, or another closely related field AND four years of professional experience  consumer financial protection, financial regulation, regulatory compliance, licensing, consumer lending, student loan servicing, banking, finance, accounting, economics, public administration, administrative law, or another closely related field equal to eight (8) years.

This experience must include:

• • Interpreting and applying complex statutes, regulations, policies, or administrative rules to resolve regulatory, compliance, licensing, or consumer protection matters;
  • Researching and analyzing legal, regulatory, financial, or operational issues and developing recommendations or solutions;
  • Reviewing complaints, investigations, examinations, audits, or other compliance information to identify trends, patterns of noncompliance, or consumer risks;
  • Preparing formal reports, memoranda, findings, or recommendations for management, executive leadership, or other decision-makers; and
  • Collaborating with regulated entities, consumers, attorneys, government agencies, or other stakeholders to resolve complex issues or achieve regulatory or program objectives.

If substituting education for experience, transcripts must be provided at time of application. Candidates possessing a foreign degree must submit a translation (evaluation) of the degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Preferred Qualifications: In addition to the minimum qualifications, the preferred applicant will also demonstrate and clearly describe the following skills and experience in their job application:

• Experience analyzing quantitative and qualitative data to identify trends, evaluate program performance, and develop strategic recommendations.
• Exceptional written and verbal communication skills, including experience drafting, reviewing, and editing reports, legal memoranda, policies, regulatory guidance, or other complex technical documents.
• Experience interpreting and applying state or federal statutes, regulations, administrative rules, and proposed legislation related to consumer financial protection, student lending, or financial services.
• Experience developing, implementing, or advising on consumer financial services policy, regulatory compliance, licensing, or enforcement programs at the state or federal level.
• Experience working in consumer protection, financial regulation, or industry compliance on behalf of a government agency, regulatory body, nonprofit organization, or financial services organization, including experience addressing consumer complaints involving lenders, student loan servicers, debt collectors, or other financial service providers.
• Experience planning or conducting compliance examinations, investigations, audits, or regulatory reviews.
• Experience supervising, leading, mentoring, or developing professional staff in a regulatory, compliance, licensing, or consumer protection environment.
• Experience designing, developing, and delivering educational programs, training, or outreach initiatives for consumers, regulated entities, or professional audiences.
• Demonstrated ability to build collaborative relationships with diverse stakeholders, including government agencies, regulated entities, consumer advocates, and the public.
• Demonstrated commitment to public service, ethical leadership, and consumer protection.

Conditions of Employment:

• Applicants must pass a thorough background investigation prior to appointment
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
• Must have a valid CO driver's license, this position is required to travel within and outside the State of Colorado
• This position will travel up to 25% of the time in state with occasional out of state travel to conduct examinations

Appeal Rights:  If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand delivered within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8,Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.Required Application Materials

1. A completed State of Colorado Application: Applicants are responsible for ensuring that the application provided is fully completed and clearly describes their education, training and experience as it relates to this position.  Applications left blank or marked “See Resume” will not be considered. Applicants may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution
2. Current Resume: A detailed resume outlining your background skills and experiences including previously held positions and academic background, is required at the time of application. This document will be used to assess candidates during the comparative analysis process.
3. Cover Letter: A detailed cover letter explaining your interest in the position, any information regarding your skills, qualifications, accomplishments, etc. and how you meet the listed preferred qualifications is due at the time of application. This document will be used to assess candidates during the comparative analysis process.

Veteran’s Preference: In order to be considered for veteran’s preference you must attach a copy of your DD214 forms as well as any documentation required to prove disability or marital status.

Your application will be reviewed by a qualified Human Resources Specialist to determine if you meet the minimum qualifications for this position. If your application does not demonstrate that you meet the minimum requirements, you will be notified that you will not proceed in the selection process for this position. If your application is rejected and you have questions, you may contact Mercedes Chansisourath at 720-508-6793 or [email protected].  

Assessment Information:
 Colorado Revised Statutes require that all state employees be hired and promoted through comparative analysis of merit and fitness. Upon meeting the minimum qualifications, the next phase of the process is typically a structured application/resume review by a panel of subject matter experts against the job duties and/or preferred qualifications in this job announcement to determine technical competence, depth and breadth of experience and potential job fit.  

• Technical Competence – Technical experience as it relates to the duties outlined in this job announcement. 
• Depth and Breadth of Experience – Experience that covers multiple areas outlined in this job announcement and demonstrates the level of responsibility assigned. 
• Job Fit – Experience will be evaluated to determine how well experience aligns with and meets the business needs of this position.  Current experience is preferred. 

It is imperative that the “Work Experience” section of your application is complete and specifically addresses your qualifications, experience, work product, and accomplishments as they relate to the Description of the Job, Minimum Qualifications, and Preferred Qualifications as listed above. Failure to include adequate information or follow instructions by the closing date may result in your application not being accepted and/or may affect your inclusion in the final pool of eligible applicants as the materials may be used to identify a top group for additional assessment or establish an eligible list for referral to the hiring manager for final consideration.

Appeal Rights:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand delivered within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go tospb.colorado.govor refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8,Resolution of Appeals and Disputes, at spb.colorado.govunder Rules.

WHY WORK FOR US

We Embrace Flexibility
We aim to produce outstanding work product for our clients, be efficient with our time, and support each other as team members – which also means we embrace flexible working arrangements when and where possible.

We Are Committed to Diversity, Equity and Inclusion
At the DOL, our commitment to DEI is thriving. We know that we are better together when our differences are valued and everyone is inspired and empowered to contribute. As such, we strive to provide a safe environment where individuals feel valued and respected for who they are; demonstrate a behavior and mindset where differences are welcomed, and individuals are treated equally and empowered to do their best work; and promote growth and innovation through a diverse workforce. We empower an active Diversity Equity & Inclusion Impact Team that creates approaches to ensure safe spaces and a culture supportive of people being their authentic selves, hosts events and programs on DEI areas important to our employees, enables development and sustainability of resource groups that give a voice to historically marginalized populations, focuses on retaining our incredible talent, and more!  If your professional goals include promoting growth and innovation with colleagues who recognize that we are better together when our differences are valued and respected, then DOL is your place to be!

We Have Strong Core Values
 Our core values drive our actions. At the Department of Law, we are: 1) principled, maintaining the highest ethical standards, rigorous legal analysis, and careful evaluation of facts; 2) public servants, who are always ensuring our work is not about us, but instead is about the people of Colorado; 3) innovative, by seeking to identify the best approach, make deliberate decisions, and look to improve; and 4) "better together," by working to support each other and collaborate.

We are Committed to Developing our Employees
 We are deeply invested in our talent and regularly provide meaningful opportunities for personal and professional growth through training and coaching. Further, our professional development and performance goal setting process is collaborative and ongoing, and aimed at helping our employees grow and succeed.

We Offer Excellent Benefits
In addition to the comprehensiveState of Colorado benefits packageincluding competitive medical and dental health plans, employer-paid life insurance, paid holidays, retirement plans with Colorado PERA, and vacation and sick leave earned each month, there are many other unique benefits that we offer, including:

• Medicalanddental health plans
• Employer-paid life insurance
• Paid vacation and sick leave earned each month
• 11 paid holidays per year
• Public Service Loan Forgiveness – A borrower may qualify for forgiveness by making 120 on-time payments while employed full-time in public service, if they have certain kinds of federal loans in a qualifying repayment plan
• Free access to an on-site fitness center
• Strong, flexibleretirement benefitsincluding 401K and 457 plans
• Distinctive career advancement opportunities throughout the State personnel system
• Excellent work-life programs, such as flexible work schedules, professional development opportunities, and an employee discount program

To learn more about our benefits visit: https://www.colorado.gov/dhr/benefits.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Department of Law is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Julie Christopher at [email protected].