This position is located in the Dallas Teleservice Center, 1301 Young Street Suite 200, Dallas, TX 75202. This position is being filled on a permanent basis. The full performance level of this position is GS-08.

Duties

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs. Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. This involves receiving incoming calls through SSA's National 800 number and conducting interviews to determining the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtaining information in order to determine eligibility for programs administered by SSA; and using automation tools to access and update information about claims or potential eligibility.

Requirements

• Proof of ICTAP/VEOA/Military Spouse eligibility required
• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Background and/or security investigation required
• Job offers are contingent on background / security investigation results
• All qualification requirements must be met by the closing date of the announcement
• Must pass Meet and Deal Interview Process OR Must pass Competency Assessment Interview Process (CAIP) Interview
• Must service a 1 year probationary/trial period
• Relocation expenses will not be paid

Qualifications

Applicants must have 52 weeks of specialized experience at the next lower grade level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. 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. Applicants 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: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment. Qualification requirements must be met by the closing date of this announcement. Time in grade requirement (ICTAP Eligibles Only) must be met by the closing date of this announcement. Applicants for promotion to GS-8 must have 52 weeks at GS-7 or higher In addition to the minimum qualifications, applicants must be eligible under ICTAP, Certain Military Spouse or VEOA Time in grade requirement must be met by the closing date of this announcement.

Education

Contacts

• Address Region VI TSC 1301 Young St Room 550 Dallas, TX 75202 US
• Name: Selina Hernandez
• Phone: 214-767-8541
• Email: [email protected]