SUPERVISORY CONTACT REPRESENTATIVE

Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees in the local commuting area and eligible DoD PPP Military Spouse preference applicants.

Duties

• The duties, described below, represent the major duties performed at the GS-08 level. The duties performed for developmental positions will be of limited scope and complexity to develop skills, proficiency, and work experience.

• Assigns work to subordinates based on workload, difficulty of assignments, and the capabilities of employees.

• Meets directed goals for delivery of service, e.g. average wait times, abandoned calls, average call length.

• Recommends changes to the goals and directs initiatives to meet or improve goals.

• Effects minor disciplinary measures, and recommends other actions in the more serious cases.

• The incumbent is responsible and accountable for internal processes and administrative, technical, and automated system controls.

• Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.

Salary

• $50,425 - $72,602/year

Conditions of Employment

• Must be a U.S Citizen or National
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment
• Time after Competitive Appointment: Candidates must have served 3 months after latest competitive appointment in the Federal service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Time in Grade Requirement - see the Qualifications field below for more details.
• New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
• Please note, this is NOT a 100% virtual/remote position where work may be performed from any location in the US. Duty station is Indianapolis, IN.

Qualifications

Time-in-Grade for GS-07: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-06 or higher grade in Federal Service.

Time-in-Grade for GS-08: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-07 or higher grade in Federal Service.

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 if applying at the GS-07 level, or GS-07 if applying at the GS-08 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

GS-07 Specialized Experience is defined as: apply financial regulations, policies and procedures to research customer issues; develop solutions and explain regulations and outcomes to customers; resolve customer inquiries and complaints; interpret technical materials; resolve problems within automated financial systems; and recommend improvements to workflow efficiency within the environment of a customer care center.

GS-08 Specialized Experience is defined as: interpreting and applying pay regulations, policies and procedures to research and analyze the most complex, time-sensitive and highly visible customer problems; develop solutions and explain technical pay regulations, procedures and outcomes to customers in lay terms; resolving customer inquiries and complaints; and implementing standard operating procedures to improve process.

You may qualify for consideration if meeting time-in grade, 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 (1-grade interval) 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. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). GS-08 Substitution of Education for Experience: Eighteen months 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. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). Other Information Moving expenses will not be paid. Travel requirement is None (0%) The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here. For positions where relocation is paid (see Location block of vacancy announcement), you can learn more about relocation allowances and entitlements. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need. We may use this announcement to make a temporary promotion. For some positions, the temporary promotion may be made permanent without further competition. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A one year probationary or trial period may be required. A one year supervisory or managerial probationary period may be required. We may use this announcement to fill additional vacancies within 120 days of the closing date. This position is Exempt from the Fair Labor Standards Act. This position is not covered by a bargaining unit. For grades below the full performance level, only MSP/PPP eligible candidates who currently occupy a formal training program position will be entitled to exercise their priority preference. Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, here) The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements. Criminal History Inquiries- For some positions, criminal history inquiries may not take place before you receive a conditional job offer. Please see Fair Chance to Compete for Jobs Act of 2019 (dfas.mil) for more information on The Fair Chance to Compete Act, exceptions, and DFAS contact information. All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance. Required Documents

You must provide a complete Application Package which includes:
1. Resume: You are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received and this may not be the resume, which best reflects your qualifications for the job and may result in an ineligible rating.) You may submit your resume by: attaching in your USAJOBS account. For assistance in preparing your resume, take a look at the DFAS Resume Tools.
2. Complete Assessment Questionnaire: Your resume must describe the quality of work in regards to responses to the occupational self-assessment questionnaire as they generate your numerical rating.
3. Other Supporting Documents.

The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement.
1. Transcripts and/or Certifications: You must submit documentation if you are substituting education for experience. For additional information on acceptable documents or to see if you must submit documentation click here Transcripts and Certifications. You must also document your education and/or certifications in your resume.
2. SF-50: With the exception of current permanent DFAS employees, current or former federal employees must submit a Notification of Personnel Action reflecting the highest grade held on a permanent basis, tenure and appointment type.
3. Veterans Documentation: Click to review these authorities and documents verifying eligibility for a VEOA, VRA and/or 30% or more disabled veterans hiring authorities
4. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. To download the checklist, select "Save" or "Save As" instead of "Open." Save the document to your device then open it as a PDF. Once the form is opened, select "Enable All Features" and the form will populate so that it can be completed. https://www.esd.whs.mil/Directives/forms/dd3000_3499/DD3145-4/
5. You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or eligibility.

WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST)
09/23/2025, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.

How to Apply

To apply for this position, you must provide a complete Application Package. See required documents below.

Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.

The following link will help you determine if you meet the eligibility to apply for this position:
http://www.dfas.mil/careers/howtoapply/vacancyannouncement/appointment-eligibility.html

PLEASE NOTE: You will be considered only for those appointment eligibilities for which you select, attach supporting documentation and are found eligible.