This position is located under the Customer Engagement Division under Customer Loan Servicing Directorate within Servicing & Asset Management Office. This incumbent will serve as the Branch Chief for the Customer Contact Branch. Overseeing the daily operation of the call center and its processes. Communicating and negotiating with Rural Development Leadership, contractor, and external contact to implement overall operation needs to support customer and agency goals and objectives.

Duties

Develops long-range plans and strategies to ensure the effectiveness of collection efforts. Initiates and participates in the planning and implementation of system enhancements to ensure accuracy and efficiency. The incumbent acts as a Special Delinquency Initiative coordinator. Develops and implements strategic plans to ensure the continued reduction of delinquency and associated cost of the 502 and 504 loan programs. Plans work to be accomplished; sets and adjusts priorities and prepares schedules for completion of work; assigns work based on priorities, selective consideration of the difficulty, and requirements of assignments.

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, 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-13) in the normal line of progression for the position being filled. For GS-14: Applicants must possess one (1) year of specialized experience equivalent to at least the next lower grade level, or it's non-federal equivalent. Performing the full range of supervisor duties and leading team members to support the agencies goals and objectives. Specialized experience is defined as researching solutions when complex problems arise in loan servicing operations. Evaluating current customer service practices and implementing improved customer service strategies to create efficiencies in the delivery of loan servicing programs within an organization. Conducting management and system analysis to set short-range and long-range plans and creating reports to show effects of actions. There is no substitution of education for experience at the GS-14 level. NOTE: To be considered for this position, you must meet all qualification and eligibility requirements for the 1101-General Business and Industry 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

Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position.

Contacts

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