CONTACT REPRESENTATIVE - job 1 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.
- Duties will be developmental in nature when the position is filled below the full performance level (GS-05).
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.
Qualifications
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
- Moving expenses will notbe paid.
- A one year probationary period may be required.
- Position is located within Call Center Operations
- Part-time consist of 16-32 hours
- Core work hours 10:30am - 2:30pm
- Telework availability will be based upon the mission requirements and supervisory determination. Remote telework outside of the commuting area is not authorized for this position.
- We may use this announcement to fill additional vacancies within 90 days of the closing date.
- These positions may be converted to full-time at management discretion and after the employee completes 90 days after their competitive appointment.
- There is no regular or reoccurring 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, at http://www.dtic.mil/whs/directives.)
- 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 90, 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.
- If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
- The Security Designation will vary dependent upon position and may require a secret clearance. 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.
- Pay for first time hires to the Federal Govt will typically be set at step 1 salary for their respective grade level.
- This vacancy announcement will be used to fill current vacancies and anticipated future vacancies. Onboarding is dependent upon favorable security/suitability determination and availability of work and vacancies. In some instances, individuals may not be employed for six months or more from the time they are approved by security.
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 qualifications will be evaluated based on your responses to the online assessments completed during the application process. You will be assessed on the following competencies (Accountability, Arithmetic, Attention to Detail, Customer Service, Decision Making, Flexibility, Integrity/Honesty, Interpersonal Skills, Learning, Mathematical Reasoning, Reasoning, Self-Management, Stress Tolerance, and Teamwork.)Your results on these assessments will be used to place you into a quality category. In addition, a review of your resume and supporting documentation will be used to verify you meet the qualifications for this job.Your application will be evaluated and rated under the Category Rating and Selection Procedures. We will review your resume and supporting documentation to determine if you meet the minimum qualifications for this job. Please follow all instructions carefully. Errors or omissions may affect your rating. Eligible candidates will then be placed for selection consideration into 3 categories as described below: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.
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 (MSP) Eligible: Military Spouse Preference applicants, if determined best qualified, must be selected at the full performance level and placed at the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.
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
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
To apply for this position, you must provide a complete Application Package. See required documents below. Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
To update your application, including supporting documentation, at any time during the announcement open period by return to your USAJOBS account (https://my.usajobs.gov/Account/Login) There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/- To begin the application process, click the Apply Online button.
- Answer the questions presented in the application and attach all necessary supporting documentation.
- Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
- After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
- If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.
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
USNext steps
If you meet the minimum qualifications of this position, you may be presented with instructions on how to access the USA Hire Competency Based Assessments system. These additional online assessments must be completed within 48 hours following the close of this announcement unless you have requested Reasonable Accommodation for the USA Hire Competency Based Assessments. Your results will be kept on record for one year when applying for future jobs that require the same USA Hire Competency Based Assessments.
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 and possible interviews. 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.
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.
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.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 (MSP) Eligible: Military Spouse Preference applicants, if determined best qualified, must be selected at the full performance level and placed at the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.
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
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.
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.
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