SML - Investigator III - Complaint Investigations

The Department of Savings & Mortgage Lending (SML) is a Texas state agency committed to promoting a healthy mortgage lending environment and to maintaining a safe and sound savings institution (thrift) system. Under the oversight of the Finance Commission of Texas, we are responsible for the licensing, registration, and regulation of the state's mortgage industry, and the chartering, regulation, and supervision of the state's savings institution (thrift) industry. We're proud of the work we do and the meaningful role we play in supporting a safe, fair, and stable residential mortgage lending environment for Texans.

At SML, you'll join a highly collaborative and mission driven agency where your contributions directly support our work and make a meaningful difference. We seek dedicated professionals who are committed to contributing to a team that invests in their development and career growth, while demonstrating the agency's guiding principles of being responsive, accountable, and transparent to Texans, the regulated entities, the Texas Legislature, and the Finance Commission of Texas. 

To learn more about who we are and what we do, please visit the Department of Savings and Mortgage Lending website. 

JOB TITLE: SML Investigator III 

FUNCTIONAL TITLE: Complaints Investigator 

Location*: 2601 N. Lamar Ste. 201, Austin, TX 78705 * Telework possible 

Group/Class #: B18/1353
Salary*: $3,794 min -$5,921 max *Commensurate with qualifications and experience.

JOB DESCRIPTION:

Performs complex (journey-level) investigative work. Conducts investigations concerning consumer complaints made against persons regulated by SML.  Works under general supervision, with moderate latitude for the use of initiative and independent judgment. May provide guidance to others.

• Answers phone calls and responds to emails or other correspondence from consumers with a pending complaint or who are contemplating filing a complaint.

• Reviews consumer complaints to identify regulated persons and determine jurisdiction.

• Reviews consumer complaints to determine if reasonable cause exists to conduct an investigation.

• Prepares and sends standard correspondence to complainants and respondents concerning the status or outcome of a consumer complaint.

• Conducts investigations of consumer complaints to gather relevant information and documentation.

• Facilitates the resolution of consumer complaints by agreement of the parties involved or through corrective action taken by the regulated person.

• Analyses information gathered during an investigation to identify compliance issues and detect violations of law.

• Prepares an investigation report summarizing the findings of an investigation and makes recommendations for possible enforcement action to address compliance issues identified or violations of law detected.

• Periodically serves as a witness at administrative hearings to prosecute enforcement actions.

• Maintains and inputs data into an internal data system to track complaints.

• Maintains and organizes files in accordance with guidelines set by the agency and to facilitate records retention.

• Assists in formulating policies and procedures.

• May provide guidance to others.

• Performs related work as assigned.

• Graduation from high school or equivalent is required.
• 4 years¿ relevant work experience (primarily investigations, regulatory compliance, legal services, financial analysis, residential mortgage lending, or other financial services). May substitute education at a college or university for work experience outside of the agency on a year-for-year basis (30 credit hours being equal to 1 year of experience).

• Graduation from an accredited four-year college or university is strongly preferred, with major course work in business administration, finance, accounting, economics, government, legal studies, or a related field being generally preferred.

• Knowledge of compliance procedures/practices; industry terminology and practices; business operation and procedures; management control and internal reporting techniques.

• Knowledge of federal and state law relating to the agency and its regulated persons and industries.

• Knowledge of agency policies and procedures.

• Skill in handling multiple tasks, prioritizing tasks, and meeting deadlines.

• Skill in customer service and interpersonal relationships.

• Skill and proficiency with the use of computers (including typing on a keyboard), word processing software, spreadsheet software, and other software and computer programs used by the agency.

• Ability to write clearly and in a professional manner. 

• Ability to maintain decorum, professionalism, and courtesy in written and verbal communications with complainants, respondents, and members of the public.

• Ability to maintain a high-volume caseload and resolve files within general timelines set by the agency.

• Ability to safeguard confidential information.

• Ability to establish and maintain effective working relationships and work collaboratively with other employees.

Military Specialty Codes: Army: 31B, 31A; Navy: EOD,183X; Coast Guard: IV, INV; Marine: 5813, 5805; Air Force: 1N0X1, 14NX; Space Force: 510, 14N.

Additional information on the SAO Military Crosswalk is available here: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ComplianceInspectionandInvestigation.pdf

• The position may require additional work hours including evenings, weekends, and/or holidays to meet critical deadlines.

• The job posting in no way states or implies that the duties listed above are all inclusive. Employees are required to perform other duties as assigned.

• Telework is not a hiring condition and maybe revoked at any time without notice.

To apply for a career with SML, create and/or log into SML¿s CAPPS Recruit website and submit an electronic application (submission). All submissions must contain complete job histories, which include job titles, dates of employment, name of employer, supervisor's name, phone number and a description of duties performed. All information must be completed to be considered for the position. Resumes with the required information can be uploaded to your profile and attached to your application. Paper applications are not accepted.

External final male applicants who are 18-25 years of age will be required to furnish proof of registration or exemption from registration with the Selective Service System as a condition of state employment.

All offers of employment are contingent upon 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.

All offers of employment are also contingent upon satisfactory credit and background check.

For directions or to request physical accommodations call Human Resources at 512-475-0614.

E-Verify: This organization participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

 

Department of Savings and Mortgage Lending is an equal opportunity employer.