LEAD CONTACT REPRESENTATIVE

This job announcement uses the USA Hire Assessment to evaluate applicants. For more information, visit USA Hire Assessment. The General Schedule (GS) basic pay schedule may vary by geographic locality. To view pay rates in a specific location visit the Office of Personnel Management pay tables at https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/

Major duties

• Provides individual and team training in specific tasks and job techniques, and provides on-the-job training in accordance with established procedures and practices.
• Answers team member’s questions concerning work processes and procedures, policies and directives.
• Identifies, distributes, and balances workload and tasks to team members in accordance with established workflow, and assures timely accomplishment of the assigned workload.
• Receives and answers telephone inquiries and handles higher level calls that are escalated from Customer Service Representatives.
• Uses various automated systems and databases to search records and customer accounts, identify and explain information; provide status, and identify relevant regulations and policies to resolve customer problems and general inquiries.

Qualifications

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: providing guidance to coworkers on financial policies and procedures or applying financial regulations to research and resolve complex customer issues. You may qualify for consideration if meeting specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

GS-07 Substitution of Education for Experience: One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements when the education is directly related to the position being filled. If you are using education to substitute for the specialized experience and/or a basic requirement, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).