Contact Representative (Call Center).

About the role

The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.

The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.

Responsibilities

• Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and ensures accurate responses.
• Uses various automated systems and databases to search records and customer accounts, procedures, and guidelines to identify and explain information.
• Provides status updates on various actions and identifies inaccuracies and discrepancies in customer account information.
• Applies regulations, policies, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems (GS-06 level).
• Researches customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions (GS-06 level).

Duties described reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature.

Requirements

• Must be a U.S. Citizen.
• Suitable for Federal Employment.
• Registered for Selective Service (males born after 12-31-1959).
• This national security position requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• New employees will be required to successfully pass the E-Verify employment verification check.
• Onboarding is dependent upon favorable security/suitability determination and availability of work and vacancies. In some cases, individuals may not be employed for six months or more from the time they are approved by security.
• This position is not covered by a bargaining unit.
• This position is non-exempt from the Fair Labor Standards Act.
• You may be required to serve a 1-year probationary period during which your fitness and whether your continued employment advances the public interest will be evaluated.
• Telework availability will be based upon mission requirements and supervisory determination.
• Travel requirement is seldom.
• Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance.
• Criminal history inquiries may not take place before you receive a conditional job offer for some positions.

Qualifications

This announcement will be used to fill positions with an entry grade of GS-04, GS-05, or GS-06 with a target grade of GS-06.

Generalized Experience for GS-04:

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 demonstrates the ability to perform the duties of the position, is required. Generalized experience is defined as progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

Specialized Experience for GS-05:

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 researching information in an automated system to provide verbal and written responses that resolve customer issues.

Specialized Experience for GS-06:

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) 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, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems.
• Researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions.

Education Substitution:

Substitution of Education for Specialized Experience is generally not applicable above GS-05 but may be considered if it is directly related to the position being filled.

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.

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.

GS-06 Substitution of Education for Experience:

Six months of graduate education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate-level education and experience may be used to meet total experience requirements when the education is directly related to the position being filled.

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 Requirements:

If the position you are applying for has a positive degree requirement or education forms the basis for qualifications, you MUST submit transcript(s) with your application. Official transcript(s) are not required at the time of application but must be verified prior to appointment.

An accrediting institution recognized by the U.S. Department of Education must accredit education. Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in a conventional U.S. education program. It is your responsibility to provide such evidence when applying or prior to appointment. For more information regarding evaluation of foreign education for federal employment, visit the U.S. Department of Education.

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. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent.