Veterans Claims Examiner.

About the role

This position is located in the Education Call Center Division within the Department of Veterans Affairs, Regional Processing Office (RPO) in Muskogee, OK. The incumbent reviews education awards to ensure proper payment, eligibility, and entitlement regulations and laws have been applied in processing the education award. The incumbent advises education claimants and their representatives-via telephone of their benefits, rights, and privileges which they are entitled to under the laws administered by VA in a high-volume call center. The incumbent must possess the technical and communication skills to effectively carry out the duties of this position.

Responsibilities

• Assists individuals in developing needed evidence, preparing required documentation, and resolving errors and/or delays in obtaining benefits.
• Explains the types of documents necessary to facilitate timely processing of claims and assists in obtaining and completing such documents and forms in accordance with the type of claim being submitted.
• Responsible for counseling Veterans, their dependents and beneficiaries via telephone in a high-volume call center regarding the full range of education benefits through the Department of Veterans Affairs.
• Explains decisions and reasons for decisions made by the VA and communicates verbally this information to the claimant. Informs individuals of their right to appeal decisions and explains the appeal process.
• Provides advice, expertise and problem-solving assistance to claimants who call the National Education Call Center using discretion and tact when communicating negative or stressful information.
• Exhibits the ability to complete the contact independently and refer few calls to a higher level.

Requirements

The work is primarily sedentary. The EBS will be required to talk for long periods of time, which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Extensive use of a computer and a telephone with a headset is required.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 07/15/2026. GRADE REQUIREMENT: To receive CTAP selection priority, your grade level upon Reduction in Force must be at least 9 with promotion potential of at least None. MINIMUM QUALIFICATIONS: You may qualify based on your experience and/or education as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as (1) experience reading, interpreting and applying laws, regulations, directives, manuals or training materials; and (2) experience developing information and evaluating evidence to determine a decision to resolve delays or other problems while counseling individuals from a variety of audiences.
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have earned a master's or equivalent graduate degree (including LL.B. or J.D. if related) or have completed two full years of progressively higher-level graduate education leading to such a degree and which demonstrates the competencies necessary to do the work.
• Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement.
• 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; religions; spiritual; community; student; social).