Careers at the OCC:
Customer Assistance Careers

The OCC's Office of the Ombudsman's Customer Assistance Group (CAG) provides assistance to national bank customers to resolve complaints, coordinates with other banking regulators, and provides valuable information to OCC bank supervision staff.

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About OCC's Customer Assistance Group

CAG carries out the agency's legal mandate to handle consumer complaints against national banks through operation of an advanced customer assistance center in Houston, Texas. The CAG operates a call center where bank customers can speak with a highly qualified Customer Assistance Specialist. The CAG also handles written complaints and inquiries and is responsible for initial processing of all consumer Internet correspondence with the OCC. The CAG analyzes data gathered from complaints and inquiries to keep the examination team informed on trends or emerging issues about which the banking public is concerned. The CAG provides information to the OCC's Public Relations unit in response to media inquiries as well as providing information to consumer groups upon request.

What Careers are Available at the Customer Assistance Group?

The CAG employs Customer Assistance Specialists with backgrounds in banking, bank examination, or consumer affairs with bank regulatory experience. The CAG's philosophy is to resolve as many cases at first contact as possible. In order to accomplish our goals, it is essential that the individuals hired by the CAG have excellent credentials in banking and compliance. The CAG strongly encourages its Specialists achieve Certified Regulatory Compliance Manager (CRCM) status and the OCC supports the CRCM program as a recognized specialty certification.

In addition to Specialist positions, the CAG employs Analysts and a Quality Development Team Leader. Analysts are responsible for reporting on customer issues to bank examiners, banks, and consumer groups, as well as responding to media inquiries in cooperation with the OCC's Public Relations unit. The Quality Development Team Leader is responsible for developing programs to ensure high quality service in every phase of CAG operations.

Also essential to the CAG operation are highly qualified Office Automation Assistants and Secretarial and mailroom staff. The CAG operates an online system with scanned documents. The CAG also operates a high-volume, modern mailroom.

Positions with the CAG include:

• Customer Assistance Specialist
• Customer Assistance Analyst
• Customer Assistance Team Leader
• Quality Development Team Leader
• Office Automation Assistant
• Secretary

To learn more about available positions and qualification requirements, check USAJobs.Gov for OCC jobs.

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