Supervisory Contact Representative

Job summary

Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees in the local commuting area and eligible DoD PPP Military Spouse preference applicants. This job announcement uses a Subject Matter Panel to evaluate applicants.

Major duties

The duties, described below, represent the major duties performed at the GS-08 level. The duties performed for developmental positions will be of limited scope and complexity to develop skills, proficiency, and work experience. Assigns work to subordinates based on workload, difficulty of assignments, and the capabilities of employees. Meets directed goals for delivery of service, e.g. average wait times, abandoned calls, average call length. Recommends changes to the goals and directs initiatives to meet or improve goals. Effects minor disciplinary measures, and recommends other actions in the more serious cases. The incumbent is responsible and accountable for internal processes and administrative, technical, and automated system controls. Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.

Qualification

Time-in-Grade for GS-07: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-06 or higher grade in Federal Service. Time-in-Grade for GS-08: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-07 or higher grade in Federal Service. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 if applying at the GS-07 level, or GS-07 if applying at the GS-08 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07 Specialized Experience is defined as: apply financial regulations, policies and procedures to research customer issues; develop solutions and explain regulations and outcomes to customers; resolve customer inquiries and complaints; interpret technical materials; resolve problems within automated financial systems; and recommend improvements to workflow efficiency within the environment of a customer care center. GS-08 Specialized Experience is defined as: interpret and apply pay regulations, policies and procedures to research and analyze the most complex, time-sensitive and highly visible customer problems; develop solutions and explain technical pay regulations, procedures and outcomes to customers in lay terms; resolve customer inquiries and complaints; and implement standard operating procedures to improve process. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

GS-07 (1-grade interval) Substitution of Education for Experience: One full year of graduate level 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. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). GS-08 Substitution of Education for Experience: Eighteen months of graduate level 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. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Evaluations

IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application and your responses to all assessments required for this position. You will be assessed by a SME panel on the following competencies (knowledge, skills, abilities, and other characteristics): Decision Making Interpersonal Skills Teamwork