Student Loan Ombudsperson

Colorado AG; Denver (CO); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The Colorado Attorney General's Office is seeking a seasoned Student Loan Ombudsperson to lead the regulatory program under CSLEA, overseeing licensing, examinations, and consumer protection for student loan borrowers. This role includes significant outreach to the public and stakeholders, and supervision of two financial credit examiners and a compliance specialist.

The position drives regulatory priorities, policy changes, and enforcement actions to strengthen program operations and protect

Qualifications

• Eight years of professional experience in consumer financial protection or related fields.
• Experience interpreting and applying statutes, regulations, policies, or administrative rules to resolve regulatory, licensing, or consumer protection matters.
• Experience reviewing complaints, investigations, examinations, audits, or other compliance information to identify trends or risks.
• Preparing formal reports, memoranda, findings, or recommendations for management or leadership.
• Collaborating with regulated entities, consumers, attorneys, government agencies, or other stakeholders to resolve complex issues.

Responsibilities

• 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 and rights/responsibilities are clear.
• Directs analysis of complaint data, examination findings, and industry trends to identify risks and enforcement priorities.
• Represents the Student Loan Program during administrative proceedings, stakeholder meetings, and court proceedings.
• Provides oversight of compliance examinations and resolves issues.
• Reviews and approves examination reports, findings, and recommendations.
• Evaluates examination results and industry trends to identify systemic issues and program improvements.
• Lead outreach and engagement with regulated entities, industry stakeholders, governmental partners, and the public.

Skills

Regulatory compliance

Consumer protection

Policy analysis

Stakeholder engagement

Education

Bachelor's degree in Public Administration, Business Administration, Finance, Economics, or related field

Job description

Find a rewarding career making a difference: Join the Office of the Attorney General!

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.

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:

TheStudent Loan Ombudspersonis 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.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

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

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 ofprofessional 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