This position is located with USDA Rural Development's Servicing & Asset Management Office (SAMO), Customer Loan Service Directorate, Customer Engagement Division. The incumbent serves as the Director of Customer Engagement Division and oversees the Call Center operations; addressing mission critical legislation that affects the direction of business processes, collaborating with leadership on operational management issues, future of work strategies and implementation.

Duties

Serves as the Director of the Customer Engagement Division and is a key member of SAMO’s management team. Coordinates operations that assure prompt and accurate responses to incoming customer telephone contacts and written communications, and outbound customer outreach efforts on a nationwide portfolio. Oversees the operations of the Customer Contact and Outreach Branch operations to effectively ensure prompt and accurate response to inquiries received from legislators and the National office concerning mortgage loan origination and servicing. Maintains customer advocacy with internal and external contacts through cooperative partnerships with State and National office staff. Recommends changes in policies and procedures to benefit the customer through significantly improved operations. Complies with regulatory requirements and operational procedures to limit financial/reputation risk. Ensures prompt and accurate responses to incoming/outgoing customer telephone, written, faxed communications for a nationwide portfolio. Manages the development and administration of quality and timeliness indicators that reflect the overall level of service provided by the Customer Engagement Division. Develops budgets for Customer Engagement Division; forecasts production volumes to identify needs for resources, overtime and/or additional staff. Identifies cost reduction opportunities and enhancements for improved workforce utilization. Directly/indirectly, through Branch Supervisors and Section Supervisors, supervise a staff of 144 administrative, and technical employees grades GS-7-GS-14 responsible for providing assistance to SAMO customers'.

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.
• Subject to one year supervisory/managerial probationary period unless prior service is creditable. New USDA supervisors must successfully complete all components of the required training program before the end of their probationary period.
• 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 https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level (GS-14) in the normal line of progression for the position being filled. For the GS-15 level: Applicants must possess one (1) year of specialized experience equivalent to at least the GS-14 grade level; or its non-Federal equivalent that demonstrates: Knowledge of laws, practices and principles related to business trends and advances in mortgage loan servicing operations; demonstrated leadership in a Contact Center environment addressing high-level customer relations issues to provide effective customer service for direct loan program branches; supervisory experience managing both a centralized, and geographically dispersed staff; developing and implementing operating plans; supervisory experience managing both a centralized, and geographically dispersed staff; experience conducting operational and program reviews of administration business to reduce waste, fraud, and abuse; oral presentation skills and experience explaining program specifics to high-level executives and political leadership, colleagues, and subordinates; writing and editing position papers, regulations and technical assistance directives. There is no substitution of education for experience at the GS-15 level. NOTE: To be considered for this position, you must meet all qualification and eligibility requirements for the GS-1101 series set forth in the Office of Personnel Management (OPM) Qualification Standards by the closing date of the announcement. A copy is available at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards 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

There are no educational requirements for this position.

Contacts

• Address Rural Development 1400 Independence Ave SW Washington, DC 20250 US
• Name: Corrina Ortiz
• Email: [email protected]