Job opening: Call Center Analyst
Salary: $46 696 - 84 441 per year
Published at: Nov 21 2023
Employment Type: Full-time
PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.
This position is located at Bureau of the Fiscal Service, Deputy Commissioner, Financing & Operations. As a Call Center Analyst, you will provide information and guidance to a variety of customers by researching inquiries and assisting with matters related to the post payment operations.
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Duties
The following are the duties of this position at the GS-9. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.
As a/an Call Center Analyst, you will:
Perform various aspects of assistance in responding to customer calls related to claims issues. This includes receiving calls on payment status, responding to basic inquiries related to claims status and other claims actions.
Provide issue resolution for a variety of customers including but not limited to Federal Program Agencies, the public-at-large, financial institutions, vendors and Federal Reserve Banks.
Conduct research to effectively process returned items such as Automated Standard Application for Payments (ASAP) and Fedwire, as well as provide customers information regarding these exceptions.
Analyze call data to determine possible problems and/or trends. Identify trends in the types and frequency of errors and recommend changes to ensure efficient call handling.
Utilize documentation software to record all customer calls received.
Qualifications
You must meet the following requirements within 30 days of the closing date of this announcement.
The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.
Specialized Experience: For the GS-9, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized Experience for this position includes:
Research and analysis of payment or post- payment data utilizing various systems to support financial institutions and Federal Program Agencies; AND
Communicating effectively with customers such as financial institutions and Federal Program Agencies; AND
Meeting deadlines and establishing priorities including multitasking additional duties.
OR You may substitute education for general or specialized experience as follows: A master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.
Specialized Experience: For the GS-7, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service. Specialized Experience for this position includes ONE of the following:
Research and analysis of payment or post- payment data utilizing various systems to support financial institutions and Federal Program Agencies; OR
Communicating effectively with customers such as financial institutions and Federal Program Agencies.
ORYou may substitute education for general or specialized experience as follows: I have successfully completed at least 1 full year of graduate level education (18 semester hours, 27 quarter hours or equivalent) in an accredited college or university.
OR- You may have a bachelors degree and meet one of the following requirements for superior academic achievement: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies.
OR- You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent.
In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:
For the GS-9, you must have been at the GS-7 level for 52 weeks.
For the GS-7, you must have been at the GS-5 level for 52 weeks.
Education
This job does not have an education qualification requirement.
