Call Center Representative - DHA

About the role

Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001), open to all U.S. citizens. Selections made under this bulletin will be processed as new appointments. Current civil service employees would be given new appointments to the civil service. Under the provisions of DHA, Veterans Preference does not apply.

Responsibilities

• Contribute to the Agency's mission through direct service to the public. This involves receiving incoming calls through SSA's National 800 number and conducting interviews to determine the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtaining information in order to determine eligibility for programs administered by SSA; and using automation tools to access and update information about claims or potential eligibility.
• Provide assistance to beneficiaries and the general public in person, by telephone, or in writing;
• Conduct interviews to determine the nature of the caller's question or issue;
• Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Requirements

• Knowledgeable about Social Security programs and able to explain complex concepts to members of the public who contact the agency.
• Extensive training will be provided to prepare you to perform the position.

Qualifications

• GS-5: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records, documents or benefit/financial accounts which involve applying laws, rules or regulations and written established guidelines and procedures (e.g., basic accounting, accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.).
• GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules, policies, procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.).
• GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; OR (2) Explaining legal or medical provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds.

Benefits

• Salary will be set in accordance with applicable Locality Pay.
• 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.

Pay

Salary will be set in accordance with applicable Locality Pay.

Schedule

Details on the schedule will be provided upon hire.