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. This is NOT a 100% virtual/remote position where work may be performed from any location in the United States. This position is eligible for local telework near the duty station of the position, subject to management review and approval.

Duties

Provides guidance and other technical information to Customer Service Representative on a daily basis. Mediates between customers and Contact Representatives when customers and Contact Representatives when customers question interpretation or procedures applicable to a customer inquiry. Investigates instances when Contact Representatives cannot identify the reasons for actions taken by a pay directorate or other curious factors surrounding a customer inquiry. Exercises judgments and discretion to bring the customer contact to a satisfactory conclusion. Keeps Customer Service Representatives cognizant of current processing problems, changes to procedures of policies, or any other information necessary to allow Representatives to quickly respond to customer queries. Provides the Supervisory Contact Representative with data/information necessary to evaluate employee job performance and to make work assignments. Provides on-the-job training to Representatives. Identifies training needs for Representatives. Investigates and analyzes those inquiries referred by Contact Representatives in the Call Center which could not be immediately answered with the information at hand.

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.

Qualifications

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: applying regulations, policies and procedures governing pay, billing and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay, billing and other types of financial procedures; interpreting technical materials; conveying options and resolving problems within automated financial systems. 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. To be considered for the GS-6, applicants must have served 52 weeks as a GS-5 or higher in the Federal service.

Education

GS-06 Substitution of Education for Experience: Six months of graduate education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. 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 - FINANCE OPERATIONS - ROME 325 Brooks Road Rome, NY 13441 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]