CONTACT REPRESENTATIVE (Call Center)

Summary

Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need.

Duties

• Duties described below 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.
• 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.
• Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.
• Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.
• Provides status on various actions; and inaccuracies and discrepancies in customer account information.

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; and researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions. 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

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. Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement. Official Transcripts: If the position you are applying for has a positive degree requirement or education forms the basis for qualifications (i.e. you would not qualify without the education obtained), you MUST submit transcript(s) with your application. Official transcript(s) are not required at the time of application outside of what is outlined above; however, official transcript(s) must be verified PRIOR to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation. FOREIGN 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 as outlined above. Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You must provide a copy of the letter containing the results of the equivalency evaluation upon request. Failure to provide such documentation when requested will result in lost consideration. For more information regarding evaluation of foreign education for federal employment, please visit the U.S. Department of Education

Required documents

1. Resume: A two-page maximum resume is required. Applicant guidance on the two page resume requirement may be found at: Learn more about the new resume requirements. 2. Complete initial Eligibility Questionnaire: Your resume must demonstrate the quality of your work as it relates to the experience requirements outlined in the job announcement. The following supporting documents are ONLY required if applicable to your personal qualifications or status. 1. Transcripts/Certifications: All applicants to include current employees/contractors, must submit proof of education if the position requires education to meet the basic qualification requirements, or if substituting education to meet specialized experience requirements. For additional information on acceptable documents, visit Transcripts and Certifications. Applicants must also document education and/or certifications in their resume. 2. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official if referred. Cover letters will not be used to verify qualifications or determine eligibility. 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 eligibility for referral.. For more veterans' information please click here. You must submit a copy of your DD-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-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 of application. The certification must include your rank, dates of active duty service and the expected condition of discharge. If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD-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. 4. ICTAP Eligibles: You must submit a Separation-Reduction in Force (RIF) SF-50; a RIF Notice showing separation within the past year (or declining a management directed reassignment outside the commuting area, or a Termination of Disability Notice from OPM) and most recent performance appraisal. 5. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be placed at the highest grade level for which they have applied and been determined best qualified up to and including 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. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist. 6. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist. 7. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist. 8. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.