Lead Contact Representative (LCSR)

LOCATION: This position is located in the Social Security Administration Tupelo Mississippi office, 199 SADDLE CREEK DRIVE TUPELO, MS 38801. TOUR OF DUTY: Full-time, Monday-Friday. Flextime/Alternate work schedules may be available; Note; Part time employees may not become permanent by way of this vacancy announcement. Incumbent may be required to travel. TYPE OF POSITION: Permanent

Duties

The position description number for this position is 6D0770. A summary of the major duties are listed below. You may also view the full position description on the Agency intranet at the following link: PD Search

The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws, regulations, policies and procedures and assists supervisor/management officials in carrying out the work of the unit.

Salary

• $59,966 - $77,955/year

Conditions of Employment

• All application materials must be received by the closing date.
• Applicants must be in good standing.
• Applicants must have a fully successful rating of record.
• Official Personnel Folders will not be reviewed.
• Requests for copies of application documents will not be accepted.
• All application forms submitted become the property of SSA Human Resources.
• You must indicate on the SSA45 if you are in/or have held a temp promotion/detail.

Qualifications Applicants must have 52 weeks of specialized experience at the GS-8 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position.

FO:
GS-9: Your SSA-45 must show at least one year of qualifying specialized experience equivalent to the GS-8 grade level in the Field Office and (1) screening and routing visitors through the Visitor Intake Process redesign (VIPr) Program; (2) receiving and verifying medical continuing disability review documents or processing enumerations; or (3) mentoring or providing formal/informal training to Field Office Customer Service Representatives (CSRs) on Social Security laws, regulations, policies, and procedures.

Applicants must also meet the following to qualify for this position:

• Meet and deal ability is required. By the closing date of the announcement, candidates who have not occupied SSA positions for which meet-and-deal ability is required as a selective placement factor MUST upload a completed Certification of Meet and Deal Ability form. If you do not submit the form by the closing date of the announcement, you will be disqualified for the position. If you do not already have this documentation, contact your supervisor or manager.
• Candidates who are in/have held positions requiring meet-and-deal certification do NOT have to submit documentation when applying for this position. Click here to view a list of positions that meet this requirement.

Qualification requirements must be met by the closing date of this announcement.

Applicants must have 52 weeks at the GS-8 or higher.

Time in grade requirement must be met by the closing date of this announcement. Other Information

Position to be filled under the provisions of the SSA/AFGE Merit Promotion Plan. Additional selections may be made within 6 months of the date of the initial selection.

NOTE: Excepted service employees serving under Schedule A appointments for Attorney positions or Pathways Programs appointments (Presidential Management Fellows, Recent Graduates, and Interns) are not eligible for consideration.

Applications for noncompetitive consideration will be accepted from SSA employees in the area of consideration who are currently serving under the following types of appointments: Schedule A, Reg. 213.3102 (U) appointments for individuals with disabilities; Veterans Recruitment Appointments; and time limited appointments for veterans with a compensable service-connected disability of 30% or more. Applicants serving under these provisions do not need to submit copies of your disability or Veteran's documentation. However, you must submit a current SF-50 that provides information on the appointment authority under which you were hired. Otherwise, you will not receive non-competitive consideration.

LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Candidates currently receiving a higher locality pay than the office applied for are advised that should they be selected; they will lose entitlement to the higher locality pay.

OTHER NOTES:
This is not a career ladder position; GS-9 is the full performance level.

This position is eligible for telework but will be in accordance with the agency policies.

Relocation expenses will not be paid.

Required Documents

The following section provides information on supporting documentation that must be submitted.

SSA-45

Your SSA-45 must provide all of the information necessary to make qualifications determinations (e.g., all experience related to your qualifications for this position, full performance level of your current position, the dates at each grade level of your current or prior career-ladder position(s), etc.). These documents will be referred to the selecting official if you are eligible for the best qualified list. Employees' Official Personnel Folders will not be reviewed.

Your SSA-45 must specifically demonstrate, in your own words, the possession of the required experience related to the minimum qualifications, selective placement factors and/or evaluation criteria. Information that is copied or restated language from the vacancy announcement, rating criteria, KSAs and/or position description will not be considered. If this occurs, you may lose consideration for one or more grade levels or found ineligible.

How to Apply

Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.

Notice Concerning Materially False, Fictitious, or Fraudulent Statements
Anything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.

To apply for this position, you must provide a complete Application Package which includes:

1. SSA-45
2. The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
3. Additional Required Documents, if applicable (See Required Documents section).

The complete Application Package must be submitted before 11:59 p.m. (ET) on 11/25/2024. Failure to upload any required documents will disqualify your application from consideration.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Mechelle Conley at mechelle.conley@ssa.gov or (205) 801-1443.

Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories

APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK
SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: https://www.ssa.gov/careers/ivol. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g. your personal computer, etc.).

Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. The email address is listed only for inquiries about the position or the How to Apply process.

Benefits

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