CONTACT REPRESENTATIVE

US Department of Defense - Cleveland, OH4.3

Full-time
Duties
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. We take pride in serving the men and women who defend America. DFAS is seeking goal-oriented people who like a challenge and care about serving our country. We offer rewarding careers in finance, accounting, information systems, contracting services, human resources, clerical work and many other areas.

Responsibilities
Responds to customer inquiries with complete and accurate information by returning telephone calls or responding in writing when necessary.
Explains clearly, accurately and concisely to customers in layman's terms, the outcome of research, decisions, options or timeframes required to resolve an inquiry.
Develops applicable solutions to problems and ensures corrective actions are completed.
Analyzes customer accounts to identify computation problems, erroneous data, incorrectly processed transactions, duplicate charges, missing documents, and address corrections.
Travel Required
Occasional travel - You may be expected to travel for this position.

Supervisory status
No

Promotion Potential
5

Job family (Series)
0962 Contact Representative

Requirements

Requirements
Conditions of Employment
Must be a U.S Citizen or National
Registered for Selective Service (males born after 12-31-1959)
Obtain/Maintain Financial Management Certification
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.
Vacancy Information: This position is located in DFAS - CUSTOMER CARE CENTER - Cleveland, Ohio.
Part-Time position. Tour of Duty: Start times: 08:00, 10:00, 10:30, 11:00 End times: 14:00, 16:00, 16:30, 17:30
Hourly position.
Qualifications
One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-03 in the federal service, which demonstrates the ability to perform the duties of the position, is required.

GENERALIZED EXPERIENCE FOR THE GS-04 : 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.

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 GENERAL 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 requirement. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements.

Additional information
***There will be an initial cut-off for this announcement Sunday 1/13/2019 at 11:59 pm. You can still submit applications up to the original closing date on 1/25/2019 at 11:59 pm.***
Moving expenses WILL NOT be paid.
A two year probationary or trial period may be required.
Part-Time hourly position.
Tour of Duty: Start times : 08:00, 10:00, 10:30, 11:00 End times : 14:00, 16:00, 16:30, 17:30 *If selected applicant will be assigned a shift once on board.
Telework availability will be based upon the mission requirements and supervisory determination.
We may use this announcement to fill additional vacancies within 90 days of the closing date.
Travel requirement is OCCASIONAL.
Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, at http://www.dtic.mil/whs/directives .)
Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov ).
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a displaced Federal Civil Service employee and attain a rating of at least 90, you may be entitled to receive special priority selection under the ICTAP. For more information on ICTAP, click here ICTAP Guidance . NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .

How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.

IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING.

Your application will be evaluated and rated under the Category Rating and Selection Procedures. Eligible candidates will then be placed for selection consideration into 3 categories as described below:

Qualified Category - Meets the minimum qualifications as described in the Qualifications section of this announcement.
Highly Qualified Category - Exceeds the minimum qualification requirements and demonstrates proficiency in some of the job-related competencies based on the answers to the occupational questionnaire.
Best Qualified Category - Exceeds the minimum qualification requirements and demonstrates a high level of proficiency in the job related competencies based on the answers to the occupational questionnaire.
The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies:
Communication
Computer Literacy
Concepts, Policies, and Principles of Finance
Customer Service
Problem Solving

You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/10388346

DFAS recognizes the value of competencies gained through formal education and professional certifications. To ensure that consistent credit is given for these credentials in the selection process, DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series. Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications.

Background checks and security clearance
Security clearance
Other

Drug test required
No

Required Documents

Required Documents
You must provide a complete Application Package which includes:
1. Resume: You are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received and this may not be the resume, which best reflects your qualifications for the job and may result in an ineligible rating.) You may submit your resume by: attaching in your USAJOBS account. For assistance in preparing your resume, take a look at the DFAS Resume Tools .
2. Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
3. Other Supporting Documents .
The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement or at the time of application if applying to an announcement with an extended closing date.
1. Transcripts and/or Certifications: All applicants to include current agency employees , must submit proof of education if the job announcement requires education to meet the basic qualification requirements, or if substituting education to meet the specialized experience requirements. Many applicants must also submit documentation for proof of meeting the basic education requirement. For additional information on acceptable documents, click here Transcripts and Certifications. All applicants to include current agency employees/contractors must also document your education and/or certifications in your resume. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education.
2. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.
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 will possibly impact your placement on the certificate. For more veterans' information please click here .
  • 10-Point Veterans' Preference: You MUST submit a signed SF-15, "Application for 10-Point Veterans' Preference" plus the proof as required by the SF-15. Click here for a copy of the SF-15 .
  • 5-Point Veterans' Preference: You MUST submit a copy of your DD-214 which includes Character of Service (usually Member-4 copy). If you are currently active duty, you may submit 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 the certification is signed. The certification should also include when your terminal leave will begin, your rank and dates of active duty service.
4. Military Spouse Preference: Copy of spousal travel orders providing eligibility.
5. ICTAP Eligibles: A copy of the RIF separation notice and SF-50 if available.

WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) 01/25/2019, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.

If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits .

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.