CONTACT REPRESENTATIVE - job 2 of 2

Duties

Responds to customer inquiries with complete and accurate information by returning telephone calls or responding in writing when necessary.
Explains clearly, accurately and concisely to customers in layman's terms, the outcome of research, decisions, options, or time-frames required to resolve an inquiry.
Develops applicable solutions to problems and ensures corrective actions are completed.
Analyzes customer accounts to identify computation problems, erroneous data, incorrectly processed transactions, duplicate charges, missing documents, and address corrections.

Requirements

Conditions of Employment

Must be a U.S Citizen or National
Registered for Selective Service (males born after 12-31-1959)
Suitable for federal employment
This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination
Background or Security Investigation - Position Sensitivity and Security Levels may vary and is dependent upon position being filled - see the Additional Information field below for more details.

Qualifications

GS-4 experience requirement: Applicant's resume must demonstrate one year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which reflects the ability to perform the duties of the position, is required.
Generalized Experience is defined as experience progressively responsible clerical, office, or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

GS-5 experience requirement: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Specialized Experience is defined as: Applying regulations, policies, and procedures governing financial transactions sufficient to convey information to customers and other interested parties; explain financial procedures, convey options, and resolve problems within automated systems.

Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements.

If you are using education to substitute for the generalized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

GS-05 Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post high school education and experience may be used to meet total experience requirements.
If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Additional information

Applications will be accepted for the open period as stated above. There will be a cut-off June 28, 2023. Candidates are encouraged to submit their applications early. Management reserves the right to close this job announcement early or extend based upon volume of applications received or changes in organizational needs
Moving expenses will notbe paid.
The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here.
For positions where relocation is paid (see Location block of vacancy announcement), you can learn more about relocation allowances and entitlements.
A one year probationary period may be required.
Telework availability will be based upon the mission requirements and supervisory determination.
We may use this announcement to fill additional vacancies within 90 days of the closing date.
There is no regular or recurring travel associated with this position.
This position is Non-Exempt from the Fair Labor Standards Act.
This position is covered by a bargaining unit.
Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300,
Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov).
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a displaced Federal Civil Service employee and attain a rating of at least 80, you may be entitled to receive special priority selection under the ICTAP. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
Drug Testing not required
Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.
The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.
All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-4434 for assistance.
You may view additional information about the 0962 Contact Representative job series on this page.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application will be evaluated and rated under the Category Rating and Selection Procedures. Eligible candidates will then be placed for selection consideration into 3 categories as described below:

Best Qualified Category - Exceeds the minimum qualification requirements and demonstrates a high level of proficiency in the job related competencies based on the answers to the occupational questionnaire.

Highly Qualified Category - Exceeds the minimum qualification requirements and demonstrates proficiency in some of the job-related competencies based on the answers to the occupational questionnaire.

Qualified Category - Meets the minimum qualifications as described in the Qualifications section of this announcement.

The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies:

Communication
Computer Literacy
Concepts, Policies, and Principles of Finance
Customer Service
Problem Solving

You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/12002927

DFAS recognizes the value of competencies gained through formal education and professional certifications. To ensure that consistent credit is given for these credentials in the selection process, DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series. Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

You must provide a complete Application Package which includes:

1. Resume: You are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received. You may submit your resume by: attaching in your USAJOBS account. For assistance in preparing your resume, take a look at the DFAS Resume Tools.
2. Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
3. Military Spouse Preference:Spousal Permanent Change of Station (PCS) orders or travel orders, marriage certificate/license and the Self-Certification form are required to claim Military Spouse Preference.

The following supporting documents are ONLY required if applicable to your personal qualifications or status.

1. Transcripts and/or Certifications: All applicants to include current agency employees, must submit proof of education if the job announcement requires education to meet the basic qualification requirements, or if substituting education to meet the specialized experience requirements. . For additional information on acceptable documents, click here Transcripts and Certifications. All applicants to include current agency employees/contractors must also document your education and/or certifications in your resume.
2. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.
3. Veterans Preference: If you are claiming veteran's preference, you MUST submit the appropriate documentation. Failure to do so will result in the loss of veteran's preference, and may impact your placement on the certificate. For more veterans' information please click here.
- You must submit a copy of your DD Form-214, Certificate of Release or Discharge from Active Duty", showing the dates of active duty service, type of discharge and the character of service. Alternatively, If you are a current military member in active duty service and do not have a copy of your DD Form-214, you must submit a written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date the certification is submitted with your application for this position. The certification should also include your rank, dates of active duty service and what they condition of discharge is thought to be.
- If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD Form-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the presence of service-connected disability and indicating the percentage of disability
- If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference.
- Click to review veterans authorities and required documents that verify eligibility for VEOA, VRA and/or 30% or more disabled veterans hiring authorities.
4. ICTAP Eligibles: A copy of the RIF separation notice and SF-50 if available.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply

Click 'Apply Online' to create an account or log in to your existing USAJOBS account.

1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status.

Agency contact information

HR Customer Care Center
Phone

(317) 212-0454
Email

dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil
Address

DFAS - FINANCE OPERATIONS - ROME
325 Brooks Road
Rome, NY 13441
US

Next steps

The occupational questionnaire and the resume that you submit will be used to assess your qualifications for the job, and to identify the best qualified applicants to be referred to the hiring manager for further consideration. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.

All information included in the resume and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be further evaluated by information provided in the Occupational Questionnaire. If, after reviewing your resume and/or supporting documentation, a determination is made that you have misrepresented your qualifications and/or experience, you may lose consideration for this position and, if you're already an employee, you may be subject to disciplinary action up to and including removal from Federal service.

Application of Veterans Preference: The Category Rating method protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligible's who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. A selecting official may make selections from the highest quality category (Best Qualified) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request

Required Documents

You must provide a complete Application Package which includes:

1. Resume: You are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received. You may submit your resume by: attaching in your USAJOBS account. For assistance in preparing your resume, take a look at the DFAS Resume Tools.
2. Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
3. Military Spouse Preference:Spousal Permanent Change of Station (PCS) orders or travel orders, marriage certificate/license and the Self-Certification form are required to claim Military Spouse Preference.

The following supporting documents are ONLY required if applicable to your personal qualifications or status.

1. Transcripts and/or Certifications: All applicants to include current agency employees, must submit proof of education if the job announcement requires education to meet the basic qualification requirements, or if substituting education to meet the specialized experience requirements. . For additional information on acceptable documents, click here Transcripts and Certifications. All applicants to include current agency employees/contractors must also document your education and/or certifications in your resume.
2. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.
3. Veterans Preference: If you are claiming veteran's preference, you MUST submit the appropriate documentation. Failure to do so will result in the loss of veteran's preference, and may impact your placement on the certificate. For more veterans' information please click here.

You must submit a copy of your DD Form-214, Certificate of Release or Discharge from Active Duty", showing the dates of active duty service, type of discharge and the character of service. Alternatively, If you are a current military member in active duty service and do not have a copy of your DD Form-214, you must submit a written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date the certification is submitted with your application for this position. The certification should also include your rank, dates of active duty service and what they condition of discharge is thought to be.
If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD Form-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the presence of service-connected disability and indicating the percentage of disability
If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference.
Click to review veterans authorities and required documents that verify eligibility for VEOA, VRA and/or 30% or more disabled veterans hiring authorities.

4. ICTAP Eligibles: A copy of the RIF separation notice and SF-50 if available.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Help

This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

All U.S. Citizens

By Defense Finance and Accounting Service

It's not one of the Big Four, but it is big. The Defense Finance and Accounting Service (DFAS) is essentially the payroll and accounting department for the Department of Defense. Annually, the DFAS pays nearly 6 million military and civilian perso...

FUNDING

INDUSTRY

TEAM SIZE

LOCATION

Hybrid, based in Indianapolis, IN

DATE POSTED

July 3, 2023