Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.

Location

This position is located in various offices in the Social Security Administration.

Schedule

• Multiple work schedules (up to 40 hours per week)
• Alternate work schedules may be available

Type of Position

Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.

Duties

• Serve as the first point of contact, assisting beneficiaries or inquirers in person, by telephone, or in writing to provide information on SSA laws, rules, regulations, and Medicare Insurance Programs.
• Determine eligibility and entitlement for programs administered by SSA by obtaining and evaluating relevant information.
• Use automation tools to access and update information about claims or potential eligibility.

Responsibilities

• Apply a working knowledge of Federal, State, or County laws, regulations, policies, and procedures to evaluate eligibility or claims in a benefits program.
• Explain complex legal provisions and resolve issues (e.g., obtaining benefits, payment interruptions) for diverse socioeconomic groups.
• Use a computer to reconcile complex discrepancies and enter data into databases.
• Respond to highly technical inquiries concerning benefit entitlement, benefit payments, etc.

Qualifications

Applicants must have 52 weeks of specialized experience at the GS-7 level or equivalent, which is in or related to the work of the position to be filled and has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position.

• Using a working knowledge of Federal, State, or County laws, regulations, policies, and procedures to evaluate eligibility or claims in a benefits program.
• Explaining complex legal provisions and resolving issues for large volumes of people from different socioeconomic backgrounds.
• Using a computer to reconcile complex discrepancies and enter data into databases.
• Responding to highly technical inquiries concerning benefit entitlement and benefit payments.

The following time-in-grade requirement must be met by the closing date of this announcement: Applicants must have 52 weeks at the GS-7 or higher.

Selection Process

Applicants will be required to participate in a Competency Assessment Interview Process (CAIP) panel interview to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview to be found fully qualified for this position.

• Interview will cover typical situations encountered on the job, in person or over the telephone.
• Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence, and the ability to organize and express thoughts clearly.
• Panel interviews may be conducted via video conferencing software, if technically feasible.

Note: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

There is no substitution of education for experience at this grade level.

Additional Information

In addition to the minimum qualifications, applicants must be eligible under the Interagency Career Transition Assistance Plan (ICTAP) as displaced or surplus Federal employees who have held a GS-8 or above and are in the commuting area of the listed duty locations.

• ICTAP applicants must be well-qualified for the position, defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements.
• Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.

This is not a career-ladder position; GS-8 is the full performance level.

This is a bargaining unit position represented by the American Federation of Government Employees.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Additional selections may be made for this vacancy six months from the closing date of this announcement.

Pay

Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.