PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. Located at Bureau of the Fiscal Service, Post Payment Division, Customer Engagement & Reconciliation Branch. 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 process.

Duties

The following are the duties of this position at the GS-09. 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. 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. Compose replies to communications from the public-at-large, financial institutions, Federal Program Agencies, ensuring that the content, language, and tone of the reply are appropriate for the recipient. Handle high-visibility information/status requests such as Congressional inquiries, Inspector General (IG) requests and Freedom of Information Act (FOIA) requests as related to the payment process. 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.

Requirements

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-09, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes all of the following: - 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 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. 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. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education. Specialized experience: For the GS-07 you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 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. OR You may substitute education for 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 bachelor's 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. Options for qualifying based on a combination will be identified in the online questions. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-09, you must have been at the GS-07 level for 52 weeks. For the GS-07, you must have been at the GS-05 level for 52 weeks.

Education

This job does not have an education qualification requirement.

Contacts

• Address Post Payment Division 200 Third Street Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]