Customer Service Representative (ICTAP)

US Other Agencies and Independent Organizations - Chicago, IL

Full-time | Part-time | Temporary
Duties
Summary
This position is located in the Great Lakes Program Service Center, 600 W Madison St, Chicago, IL 60661.

TOUR OF DUTY: Flextime | Full-time | Alternate work schedules may be available.

TYPE OF POSITION: This is a temporary position in the competitive service not to exceed 09/30/2020. The temporary position may be extended. May become permanent.

Responsibilities

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. This involves speaking with customers by telephone through SSA's National 800 number. You are also responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations, and Medicare Insurance Programs. This includes initiating contact with beneficiaries or their representatives to obtain information regarding eligibility and entitlement for programs administered by SSA, and using automation to access and update information about claims or potential eligibility.

Travel Required
Not required

Supervisory status
No

Promotion Potential
None

Job family (Series)
0962 Contact Representative

Similar jobs
Customer Service Representatives
Representatives, Customer Service
Requirements

Requirements
Conditions of Employment
Proof of ICTAP eligibility required
U.S. Citizenship required
Selective Service Registration, if applicable (www.sss.gov)
Background and/or security investigation required
Job offers are contingent on background / security investigation results
All qualification requirements must be met by the closing date of the announcement
ICTAP eligibles in the Chicago local commuting area only
Qualifications

GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.

GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data into databases; and (4) responding to technical inquiries concerning benefit entitlement, benefit payments, etc.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.

SELECTIVE PLACEMENT FACTOR:
Meet and Deal Panel Interview: Applicants will be required to participate in a CAIP interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.

Qualification requirements must be met by the closing date of this announcement.

Applicants for promotion to GS-5 must have 52 weeks at GS-4.
Applicants for promotion to GS-6 must have 52 weeks at GS-5.
Applicants for promotion to GS-7 must have 52 weeks at GS-6.

Time in grade requirement must be met by the closing date of this announcement.
Education

SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).

For GS-6/7: Substitution of education is not applicable at these grade levels.

COMBINING EDUCATION AND EXPERIENCE:
Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.

Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

Additional information
In addition to the minimum qualifications, applicants must be eligible under one of the following categories:

Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) in the Chicago local commuting area only.
In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Additional selections may be made for this vacancy six months from the closing date of this announcement.

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

Applicants will rated using a 100-point scale and evaluated according to the following criteria:

Experience Assessment: 50 points
Performance Appraisal: 35 points
Awards: 10 points
Career Achievements: 5 points
The following knowledge, skills, and abilities are necessary to perform the duties of the position:
Knowledge of the laws, regulations, procedures and online services applicable to SSA
Ability to use online technology, automation tools and web-based applications.
Ability to organize, prioritize and multi-task.
Ability to communicate orally
Ability to communicate in writing
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/10604503

Background checks and security clearance
Security clearance
Not Required

Drug test required
No

Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk

Trust determination process
Suitability/Fitness

Required Documents

Required Documents
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:

proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse's active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.
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.