Assistant Ombudsman – OSEC

Austin Community College; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

Austin Community College is seeking an Assistant Ombuds to support the Ombuds Program in Washington DC. This role involves facilitating complaint resolutions, monitoring inquiries, and developing expertise in regulatory practices.

The ideal candidate must possess a bachelor's degree, 5 years of experience, and strong analytical, judgment, and communication skills. This is a TERM position through January 2028, requiring a cover letter and resume.

Qualifications

• Requires minimum 5 years of work experience.
• Must demonstrate strong initiative and ability to work efficiently in sensitive situations.
• Knowledge of best practices in Ombuds operations is desirable.

Responsibilities

• Assist in resolving complaints and inquiries.
• Monitor incoming inquiries from regulated institutions and consumers.
• Develop subject matter expertise on relevant policies and practices.
• Maintain tracking systems and prepare reports on Ombuds activities.

Skills

Strong analytical ability

Sound judgment

Excellent oral presentation skills

Superior written communication

Exceptional organizational skills

Interpersonal skills

Information technology skills (e.g., SharePoint)

Meticulous attention to detail

Open-minded and flexible approach

Ability to work independently

Education

Bachelor's degree or equivalent experience

Job description

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The Assistant Ombuds assists in supporting the work of the Ombuds. The primary responsibilities of the Office of the Ombuds include: 1) acting as facilitator for the fair and timely resolution of complaints related to the System's regulatory activities; 2) receiving, reviewing and deciding claims of retaliatory conduct by System staff; and 3) reporting to Board members and senior Board staff on issues that may have a significant impact on the System's mission, activities, or reputation, including patterns of issues that occur in multiple complaints. In addition, the Office of the Ombuds is the recipient of all formal appeals of material supervisory determinations filed by supervised institutions and generally provides administrative and process support in these proceedings.

Duties and Responsibilities

• Assists in supporting the work of the Board's Ombuds Program as described above. Monitors all incoming inquiries from regulated institutions, consumers, members of the public, or other possible external sources. Determines the appropriate response for more routine or recurring issues which may include referral to other divisions for further handling. Responds to inquiries and requests for information internally and externally on a broad range of issues related to the Federal Reserve System. Assists the Ombuds in responding to more complex inquiries and complaints from regulated institutions or individuals acting as whistleblowers related to the System's regulatory and supervisory activities. Assists in the conduct of factual investigations in response to retaliation complaints made by supervised institutions and in the drafting of memorandum to Board members and senior Board leadership in the affected divisions with findings and recommendations of the retaliation review.
• Develops subject matter expertise on relevant System policies, guidance, and practices relating to the supervision and regulation of financial institution for safety and soundness, consumer compliance, and the Community Reinvestment Act. Also develops general knowledge of a broader range of the Federal Reserve System activities and operations to enable appropriate referral to subject matters experts on questions relating to Federal Reserve regulations, policies and guidance in other areas. Seeks to ensure that resolution of Ombuds complaints and inquiries is achieved in a fair, consistent, and appropriate manner.
• Maintains tracking systems and statistical data on all incoming Ombuds matters. Assists in developing and implementing sound Ombuds policies and practices that will encourage complainants to come forward. Maintains necessary safeguards to preserve confidentiality, where appropriate. Provides a full, timely, and fair review of all complaints. Assists in the preparation of periodic reports and summaries of Ombuds activities with a particular focus on issues that may have a significant impact on the System's missions, activities, or reputation, including patterns of issues that occur in multiple complaints. May assist in preparing briefings to Board members and Senior System staff.
• Assists in the research of complex factual and regulatory issues related to more complex Ombuds inquiries and complaints, including whistleblower and retaliation complaints; the identification of possible options to facilitate resolution of these matters; and preparation of memoranda summarizing the factual, policy and legal background relevant to these complaints. These questions and issues frequently cross organizational, functional, or disciplinary boundaries.
• Consults members of other Board divisions, including, most regularly, the Division of Supervision and Regulation, the Legal Division, and the Division of Consumer and Community Affairs as well as supervisory staff at the Reserve Banks. May serve as intermediary to facilitate communication for the timely and accurate resolution of disputes and complaints.
• Assists in liaison activities with other federal banking agencies and other government, professional, and academic organizations concerning Ombuds issues. Participates in meetings and other activities sponsored by such entities, as appropriate.
• Assists in the development of communications and outreach strategy to improve the visibility, accessibility, and value provided by the Ombuds Program, both inside the Federal Reserve System and among regulated institutions and members of the public.
• Assists in the development of appropriate content to inform and educate all stakeholders of the resources provided by the Office of the Ombuds.
• This description is intended to indicate the general level and function of this job. It is not intended to be all-inclusive and employees may be assigned duties not listed.

Qualifications

Requires bachelor's degree or equivalent experience and minimum 5 years of work experience.

• Requires strong analytical ability, sound judgment, excellent oral presentation skills, and superior written communication.
• Must possess exceptional organizational and interpersonal skills.
• Information technology skills are desirable i.e… SharePoint data management and analysis skills.
• Work demands meticulous and precise attention to detail with little room for error.
• Work also requires an approach that is open-minded and flexible.
• Must be able to work effectively and efficiently in time-critical and sensitive situations.
• Must demonstrate strong initiative and should be able to work independently with modest oversight.
• Must possess skills and ability to develop necessary subject‑matter expertise, including a strong working knowledge of regulatory and supervisory activities of the Negotiation and mediation skills as well as supervisory and regulatory experience is desirable.
• Knowledge of regulatory and supervisory activities of the Federal Reserve System is desirable.
• Knowledge of best practices in Ombuds operations is desirable.

This is a TERM position thru January 2028; located on‑site in Washington DC. A cover letter & resume is required.

A writing sample may be requested during the interview process.