Job Title: Investigator I - Complaints Specialist Open Date: July 16, 2021
Salary Group/Class No. B12/1350 Close Date: Until Filled
Current Status: Open Posting Number: 466-2021-008
Number of Positions: 1 No.  
Monthly Salary: $2,916.67 - $3,333.33 Part-Time: No
Work Location: 2601 North Lamar Blvd. Austin, Texas Position Type: External
Travel Required: 15% FLSA Eligible: Non-Exempt

Applications Accepted By:


Texas Office of Consumer Credit Commissioner

Human Resources 2601 N. Lamar Blvd

Austin, TX 78705

Attention: Human Resources
Job Description

Under close supervision, processes complaints, answers customer service calls, makes referrals to other agencies, performs entry-level investigations, and completes administrative work. Work involves reviewing and analyzing consumer complaints to determine compliance with statutory requirements and administrative rules.

Military Occupational Specialty Codes from the SAO Military Crosswalk is available here.

Essential Job Functions
  • Processes complaints received under Chapter 342, 345, 346, 347, 348, 351, 352, 371, 393 and 394 of the Texas Finance Code, and Chapter 1956 of the Texas Occupations Code.
  • Responds to telephone inquiries from the general public, businesses, and consumers.
  • Conducts reviews of alleged consumer credit violations and performs entry-level analysis and investigations of consumer complaints for the purpose of ensuring compliance with applicable state and federal statues and administrative rules.
  • Conducts reviews of alleged violations of law.
  • Communicates both orally and in writing with consumers, licensees, registered creditors, law enforcement, state agencies, and other external sources regarding consumer complaints and inquiries.
  • Provides information and explanations of statues, administrative rules, regulations, and policies and procedures related to consumer credit transactions and consumer complaints.
  • Assembles, evaluates, prepares and presents findings in written or verbal communications.
  • Creates and maintains activity logs, complaint files, investigation files, and applicable reports.
  • Works with team members to meet production goals and requirements.
  • Performs related duties as assigned.
Minimum Qualifications
  • Associates degree with major course work in business administration, finance, accounting, economics, insurance, or a related field. Bachelor’s Degree preferred. Directly related experience may be substituted for education on a year for year basis.
  • Experience in conducting investigations, records review, audits or related work in the lending/financial/credit industry preferred.
  • Experience managing, reviewing, and assisting consumers with complaints.
  • Experience answering answer incoming calls and responding to customer's emails.

Preferred Qualifications

Experience in processing complaints, conducting investigations, records review, audits, or related work in the lending/financial industry.
Experience working in automotive finance, payday/title lending, pawnshops, and/or loan company operations.  
Bilingual: English/Spanish.

Knowledge, Skills, and Abilities

  • Experience in the credit or lending industry.
  • Knowledge of business and industry terminology and practices.
  • Knowledge or corporate structures, businesses operating procedures, management control, and internal reporting techniques.
  • Knowledge of grammar, punctuation, and spelling.
  • Proficiency in the use of word processing and spread sheet software.
  • Ability to interpret and apply relevant rules, regulations and statutes; and to prepare concise correspondence and reports.
  • Ability to communicate effectively orally and in writing; ability to communicate with diverse groups and populations.

Classroom instruction and on-the-job training is utilized to develop proficiency in examination and to develop knowledge of applicable statutes, rules, regulations, and examination procedures.

All information obtained regarding the status of regulated financial service providers is subject to strict confidentiality. Employees are restricted from having certain loans or financial connections with licensed lenders, may not hold a substantial ownership interest in any licensee, and may not be related to any officer, employee, or consultant of any financial trade association. Employees must manage their personal finances in a manner to avoid conflicts of interest with the agency’s regulated industries. Employees must file an annual ethics disclosure statement with the agency. Must have reliable transportation. Applicants will be required to sign a release authorizing the agency to obtain information regarding the applicant's credit history, police and criminal history information, and educational information.

Males born on or after January 1, 1960, between 18 and 25 years of age, will be required to present proof of Selective Service registration on the first day of employment or proof of exemption from Selective Service registration requirement.  All offers of employment are contingent on the candidate having legal authorization to work in the United States.  Failure to present such authorization within the time specified by the U. S. Department of Labor will result in the offer being rescinded.

How to Apply

Submit a State of Texas application via mail or in person to: Office of Consumer Credit Commissioner, Human Resources, 2601 N. Lamar Blvd, Austin TX 78705; or via fax to 512.936.7610. Applications MUST include a complete work history. Applications may be downloaded from Résumés submitted without a State of Texas application will not be considered.

State of Texas Employment Application: .pdf 

For directions click here or to request physical accommodation, contact Human Resources at 512.936.7666 or

Interviews will be conducted by appointment following pre-screen of applications. Only those applicants interviewed will be notified of their selection or non-selection.  The Office of the Consumer Credit Commissioner is an equal opportunity employer.