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 SME Panel to evaluate applicants. This announcement will be used to fill positions with an entry grade of GS-07 or GS-08 with a target grade of GS-08. The salary range for grade GS-07 is $49,960 to $64,952. The salary range for grade GS-08 is $55,328 to $71,932.

Major duties

Serves as a Supervisory Contact Representative in the Customer Care Center. Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved. Provides interpretation of regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries. Duties will be developmental in nature when filled below the full performance level.

Qualification

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07, and GS-07 for GS-08) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07 Specialized Experience is defined as: applying financial regulations, policies, and procedures to research customer issues, or developing solutions and explaining regulations and outcomes to customers or other employees; and providing guidance, training, or support to coworkers. GS-08 Specialized Experience is defined as: interpreting and applying financial regulations, policies, and/or standard operating procedures to research and analyze complex and highly visible problems, or developing solutions and explaining technical regulations, procedures, and outcomes to customers; and providing guidance, training, or support to coworkers. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-07, applicants must have served 52 weeks as a GS-06 or higher in the Federal service. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 or higher in the Federal service. 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 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 when the education is directly related to the position being filled. 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 when the education is directly related to the position being filled. If you are using education to substitute for the specialized experience and/or a basic requirement, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are 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): Customer Service Financial Concepts, Policies, and Principles Leading People Problem Solving