Contact Representative - Defense Finance and Accounting Service
Cleveland, OH
About the Job
Apply online through 11/7/2024 at:[https://dfas.usajobs.gov/job/815595700](https://dfas.usajobs.gov/job/815595700){rel="nofollow"}
## Duties
- 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.
### Conditions of Employment
- Must be a U.S Citizen or National
- Registered for Selective Service (males born after 12-31-1959)
- Suitable for federal employment
- This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination
- New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
### Qualifications
This announcement will be used to fill positions with an entry grade of GS-4, or GS-5 with a target grade of GS-6. The minimum salary for grade GS-4 is $36,945, the maximum salary is $48,024. The minimum salary for grade GS-5 is $41,335, the maximum salary is $53,732
Generalized Experience for GS-04One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-3) 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-4) 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 and procedures governing pay and other types of transactions sufficient to convey information to customers and other interested parties; explain pay and other types of financial procedures; convey options and resolve problems within automated systems.
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) is qualifying. 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.
### 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.
## Duties
- 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.
### Conditions of Employment
- Must be a U.S Citizen or National
- Registered for Selective Service (males born after 12-31-1959)
- Suitable for federal employment
- This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination
- New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
### Qualifications
This announcement will be used to fill positions with an entry grade of GS-4, or GS-5 with a target grade of GS-6. The minimum salary for grade GS-4 is $36,945, the maximum salary is $48,024. The minimum salary for grade GS-5 is $41,335, the maximum salary is $53,732
Generalized Experience for GS-04One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-3) 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-4) 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 and procedures governing pay and other types of transactions sufficient to convey information to customers and other interested parties; explain pay and other types of financial procedures; convey options and resolve problems within automated systems.
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) is qualifying. 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.
### 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.
Source : Defense Finance and Accounting Service
