Contact Representative (Customer Service Representative) (ICTAP) (Temp)

Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location. LOCATION: This position is located in various offices in the Social Security Administration. TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules may be available. TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.

Duties

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

Salary

• $55,882 - $81,208/year

Conditions of Employment

• Proof of ICTAP eligibility required
• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Background and/or security investigation required
• Job offers are contingent on background / security investigation results
• All qualification requirements must be met by the closing date of the announcement

Qualifications

Applicants must have 52 weeks of specialized experience at the GS-7 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. 1) Using a working knowledge Federal, State, or County laws, regulations, policies and procedures to evaluate eligibility or claims in a benefits program; 2) Explaining complex legal provisions and resolving issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile complex discrepancies and enter data into databases; and 4) responding to highly technical inquiries concerning benefit entitlement, benefit payments, etc.

The following time-in-grade requirement must be met by the closing date of this announcement.

Applicants must have 52 weeks at the GS-7 or higher.

SELECTIVE PLACEMENT FACTOR:

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education There is no substitution of education for experience at this grade level. Other Information This position is located in the following field offices: Waukegan, IL Pueblo, CO Oshkosh, WI Chicago (Lawndale), IL Council Bluffs, IA Coeur d'Alene, ID Medford, OR Madison, IN Kansas City (South), MO Kansas City (North), MO Portland, OR Cleveland (West), OH Durham, NC Mobile, AL In addition to the minimum qualifications, applicants must be eligible under the following category: Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-8 or above, and in the commuting area of the listed duty locations. In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection. This is not a career-ladder position; GS-8 is the full performance level. This is a bargaining unit position represented by the American Federation of Government Employees. Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov. Additional selections may be made for this vacancy six months from the closing date of this announcement. LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables. Required Documents

Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information.

You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:

• proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
• proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.

For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

How to Apply

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

1. Your Resume
2. Proof of ICTAP eligibility
3. Transcripts (if applicable)
4. The Occupational Questionnaire
5. Additional Required Documents, if applicable (see Required Documents section)

The complete Application Package must be submitted before midnight (ET) on 06/26/2026.

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

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 Careers@ssa.gov.

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

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.