This position is within the Office of the Chief Financial Officer (OCFO), National Finance Center (NFC), Government Employees Services Division (GESD) located in New Orleans, LA. The incumbent of this position will respond to a wide range of National Finance Center (NFC) customer inquiries in a professional and courteous manner, providing accurate information, resolving service challenges when possible, and referring customers to appropriate organizations.

Duties

The incumbent provides general and detailed information on benefits. Explains or assist in preparing forms and documents needed to meet reporting requirements or to support claims or application benefits. Review records and contact other offices to learn the status of pending actions, the reasons for delay or changes and what action or additional information is required to resolve case. Clarifies benefits processes and procedures to customers. Provides sufficient information to enable individuals to determine the required or most appropriate actions to obtain benefits.

Requirements

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Successful completion of one-year probationary period, unless previously served.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit E-Verify at https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below. One year of Specialized Experience, equivalent to the (GS-04) level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped you with the particular competencies to successfully perform as a Contact Representative. Examples of such experience include; 1.) Experience working in a call center/help-desk assisting individuals and agencies in establishing entitlements to receive health insurance benefits; 2.) Experience reviewing, explaining, applying, or interpreting rules, regulation, or policies; 3.) Experience explaining health insurance benefit entitlements or requirements to the customers; and 4.) Experience communicating effectively orally and in writing; 5.) Experience operating a variety of office automation equipment, such as personal computer, telephone, fax machine, printer, and copier; to extract, update, retrieve, record, revise, search, assemble, verify, print, fax, copy, contact, keyboard, and/or email information/data. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment. Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0900/contact-representative-series-0962/ 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Education Can Be Substituted For Experience
GS-05: Four years of successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

Combination Of Education And Experience
GS-05: Combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

Contacts

• Address Office of the Chief Financial Officer 13800 Old Gentilly Road New Orleans, LA 70129 US
• Name: Shauniece Smith
• Phone: 202-740-1106
• Email: [email protected]