This position is located within the Department of Veterans Affairs Debt Management Center (DMC), within the Office of Finance, Office of Management. The primary purpose of this position is to provide elevated technical, training, and process documentation support as well as processing complex financial tasks related to debt collections, to include performing account research, responding to customer inquiries, and processing financial transactions.

Duties

Explains and trains processes and procedures including processing financial transactions, conducting account research, and writing clear and customer-friendly responses to customer inquiries. Mentors employees including providing on the job training for new staff and recalibration for existing staff. Demonstrates and models exceptional customer service skills. Assists employees with questions related to technical and financial transactions, policies and procedures, and master of hard and soft skills. Identifies, tracks and reports trends, training, and technical needs of the team Reviews and updates documentation including standard operating procedures, job aids, pattern paragraphs, and other guidance. Serves as a technical advisor for management, provides in depth research and reporting for special situations or accounts. Analyzes financial accounts related to incoming requests and assesses customer and stakeholder needs, provides assistance and resolves problems. Reviews and responds to complex or difficult cases unable to be resolved at a lower level including emotionally charged or hostile inquiries. Places outbound calls to customers when needed for service recovery or clarification of information received. Analyzes account transaction histories in multiple financial systems to calculate the financial transactions required to adjust debt account balances. Submits financial transactions for authorization according to established procedures and ensures appropriate supporting documentation is stored in DMC's document repository. Responds to customer inquiries using proper grammar, punctuation, and spelling. Develops inquiry responses that are organized, succinct. Uses pattern paragraphs where possible and uses nonstandard paragraphs where necessary. Communicates and collaborates with the authorizer team or other VA offices to resolve questions/disagreements or when assistance is needed to process financial transactions. Monitors assigned accounts, including following up with other VA offices, to ensure customer requests receive responses and/or action within service level standards and escalates accounts to management when timeliness or other concerns arise. Performs other duties as assigned Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Tour will be established between 6:00AM - 6:00PM CST. Compressed/Flexible: Not Available Telework: Telework available. Virtual: This is not a virtual position. Position Description/PD#: 41782A/41783A Relocation: Not Authorized Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/24/2024. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. (unless if in the commuting area and eligible for a non-competitive hiring authority such as Schedule A or VRA). For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess 1-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: For GS-09 Level: Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as work that involves: Knowledge of the mission, program goals and objectives, work processes, program risk, and administrative operations of the DMC to understand the relationship between various level of authority at DMC and the lines of communication up and down the leadership chain, and which area is responsible for the varying number of functions within the Department. Experience performing financial account research and processing account transactions according to procedures within time constraints when procedural guidance is limited. Experience researching policies and procedures and determining appropriate course of action. Experience operating computer systems common to VA and DMC as well as ability to use programs such as Excel, Word, and PowerPoint. Experience reconciling transactions across multiple systems. Experience using written and oral communication to present information and create documentation. Experience teaching, training, or mentoring others. OR Education Substitution: Applicants may substitute education for experience at grade GS-09. Applicants may substitute education for experience with: An awarded master's or equivalent graduate degree (such as an LL. B or J.D.) from an accredited college or university, or Two full years (36 semester hours or 54 quarter hours) of progressively higher-level graduate education leading to such a degree. This graduate degree or education must demonstrate the knowledge, skills, and abilities to do the work of this position. If you are claiming to qualify based on your education, your application must include an official or unofficial copy of graduate level transcripts that demonstrate this information. OR Combining Education & Experience: Applicants may combine education and experience to qualify for grade GS-09. Applicants may substitute a combination of graduate education and specialized experience to qualify for grade GS-9. If you have some, but not all, of the graduate education described above AND less than one full year of the specialized experience described above, you may qualify by combining the amount of creditable education and experience that you do have. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-9. To calculate, first identify the education you have earned beyond your first year of study as a percentage of a total of two years of study. Then identify the number of months of specialized experience you have as a percentage of 12 months. Add the two percentages. The total must equal at least 100 percent in order to be qualifying. For example, an applicant who has 27 semester hours of graduate level education (i.e, 50% of graduate education required beyond the first 18 credit hours earned) and who has 6 months of creditable specialized experience (i.e., 50% of the one year of specialized experience required) would meet 100% and thus be qualified for the position. Volunteer Experience: 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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Debt Management Center 1 Federal Dr, Fort Snelling St Paul, MN 55111-4050 US
• Name: Kimberly Daniel
• Phone: 313-596-7242
• Email: [email protected]