Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of the Commissioner, located in Washington, DC. Additional selections may be made to include other organizational divisions and/or units within the duty location(s) listed above.

Duties

The incumbent of this position serves as a Subject Matter Expert (SME) and Leader providing guidance and oversight to a team of tier one Public Information Specialists and Senior Public Information Specialists. The purpose of the team is to disseminate accurate and timely information to business firms, the exporting and importing trade community, and the general traveling public. The information provided focuses on CBP policies and procedures as they pertain to importing and exporting goods and international travel. The teams are responsible for responding to inquiries and complaints for the agency, and when needed, directs requests to the appropriate CBP office for response. This position starts at a salary of $117,962.00 (GS-13, Step 1) to $153,354.00 (GS-13, Step 10). The incumbent serves as the tier two SME on immigration and travel regulations, trade policy and procedures; and a Team Lead for tier one Public Information Specialists and Senior Public Information Specialists. Duties of this position will include: Serving as a Tier II SME on immigration and travel regulations, trade policy and procedures; and a Team Lead for tier one Public Information Specialists and Sr. Public Information Specialists. As a Lead, actively coach team members who are responsible for responding to inquiries from a variety of sources by providing expert knowledge and guidance on technical aspects of inquiries when the Specialist does not possess the adequate knowledge. Working with other Leads and Supervisors to determine whether the information developed in response to a highly complex inquiry should be published in the Question & Answer section of the CBP.gov website or referred outside the CBP Info Center (CIC) for action. Communicating and coordinating work assignments of the team with the Supervisor to accomplish the work of the unit by providing advice on issues; coaches and facilitates the work process by monitoring work in progress ensuring deadlines are met and information provided is accurate; solve work problems and participate in the work of the team. Keeping supervisor informed on when and what resources are needed for the team to successfully accomplish their assignments. Informs the supervisor of attendance or behavioral problems and on the performance of the team, collectively and on performance of individual team members. Assisting with the design, development, and implementation of quality assurance and quality control programs to ensure constant monitoring and improvement of quality standards. Implement, provide feedback, and assisting with the development of new processes and training needed to further the development of the quality process. GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position.Please visit this link to view special pay rate charts.

Requirements

Qualifications

Experience: You qualify for the GS-13 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Conducting research to prepare answers to questions involving many variables that are not addressed in Frequently Answered Questions contained in an answer database; Identifying and providing improvements for internal office processed and procedures to enhance the effectiveness, knowledge, and proficiency of office personnel; Identifying irregularities in policy and/or operational procedures between ports of entry and/or headquarters when callers describe an experience that is contrary to established procedures; and, Preparing issue papers describing discrepancies or other problems for resolution. NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements. You must: Meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process; and Meet all applicable Time in Grade requirements (current federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the federal service) by 12/26/2024. The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office. Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For more information visit this link. Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions: Working for the U.S. Government as a federal civilian or as a member of the military A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government Participation in a study abroad program sponsored by a U.S. affiliated college or university Working as a contractor, intern, consultant or volunteer supporting the U.S. government Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period. Agency Career Transition Assistance Program (CTAP) Eligibles: If you have never worked for the federal government, you are not CTAP eligible. View information about CTAP eligibilityon OPM's Career Transition Resources website. You must submit the supporting documents listed under the Required Documents section of this announcement. To be considered well qualified under CTAP, you must be rated at a minimum score of 85 for this position.

Education

Please see the Qualifications and Required Documents sections for more information if education is applicable to this position.

Contacts

• Address Office of the Commissioner Please read entire announcement Please apply online Washington, DC 20229 US
• Name: CBP Hiring Center
• Phone: 952-857-2932
• Email: [email protected]