Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees in the local commuting area and eligible DoD PPP Military Spouse preference applicants.

Duties

Randomly monitors Military Pay technicians and Contract representative (CRs) contact with customers (calls and electronic messages) to ensure accurate information is delivered in a professional manner. Performs analysis of Customers Operations procedures, responses to customers, and customer feedback, to recommend and develop modified or new methods of addressing customer issues and improving the customer service program. Assists in developing customer service program goals and surveys to measure customer satisfaction, and to recommend improvements. Uses multiple research approaches to gather customer feedback information about Customer Contact Center performance and service delivery.

Requirements

• Must be a U.S Citizen or National
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment
• Time after Competitive Appointment: Candidates must have served 3 months after latest competitive appointment in the Federal service.
• 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.
• Time in Grade Requirement - see the Qualifications field below for more details.
• Obtain/Maintain Financial Management Certification
• Please note, this is NOT a 100% virtual/remote position where work may be performed from any location in the US. This position is eligible for local telework near the duty station of the position, subject to management review and approval.

Qualifications

Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-06 or higher grade in Federal Service. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade in the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: preparing debt dispute packages and researching payroll regulations and precedents pertaining to debts and disputes; preparing responses to customers outlining the determinations made during the adjudication of debt disputes citing laws and legal precedent; utilizing automated financial and payroll systems to process payroll adjustments as a result of claims decisions. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

GS-07 (1-grade interval) Substitution of Education for Experience: One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Contacts

• Address DFAS - DEBT AND CLAIMS MANAGEMENT 8899 E. 56th Street Indianapolis, IN 46249 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]