LOCATION: This position is located in the Coeur d'Alene Field Office at 7400 N MINERAL DR, SUITE 100, Coeur d'Alene, ID 83815. This position is being filled on a temporary basis. This announcement may be used to fill additional unanticipated vacancies within the next six months. This position is at the full performance level.

Duties

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are 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 obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

Requirements

• Proof of ICTAP eligibility required
• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Fingerprinting and background and/or security investigation required
• Job offers are contingent on fingerprinting and background / security investigation results
• All qualification requirements must be met by the closing date of the announcement
• Candidates must pass a CAIP panel interview.

Qualifications

GS-8: 52 weeks of full-time specialized experience equivalent to the GS-7 level in the Federal Service performing the following tasks: 1) Using a working knowledge Federal, State, or County laws, regulations, policies and procedures to evaluate eligibility or claims in a benefits program; 2) Explaining complex legal provisions and resolving issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile complex discrepancies and enter data into databases; and 4) responding to highly 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: COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW: Applicants will be required to participate in a panel 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 CAIP interview, you will not qualify for the job. NOTE: Your resume must indicate both a beginning and ending date, and the number of hours worked per week for each position you've held. The beginning and ending dates must include a month and year, and you should not use a range of hours (i.e., 20 - 30) to indicate the number of hours per week you worked. 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). In addition to the minimum qualifications, applicants must be eligible under ICTAP: Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-11 or above; or on a career ladder position with full performance level leading to the GS-11 or above. (For additional information regarding ICTAP eligibility, please visit: https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ctap_guideline.pdf 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. Qualification requirements must be met by the closing date of this announcement. For GS-8: Must have 52 weeks at the GS-7 or higher. (ICTAP-Eligible Only) Time in grade requirement must be met by the closing date of this announcement.

Education

For GS-8: Substitution of education is not applicable at this grade level.

Contacts

• Address Region X Area 1 701 Fifth Avenue Seattle, WA 98104 US
• Name: Rachel Golding
• Phone: 206-615-2239
• Email: [email protected]