Custome Service Representative (ICTAP/CTAP) NTE 1 Year
Social Security Administration See More Job Openings by This Employer
This part time, not-to-exceed one year position is located in the Montgomery AL Field Office. This office is located at 4344 Carmichael RD, Montgomery AL, 36106 Applications will only be accepted for those eligible for Interagency Career Transition Assistance Program (ICTAP) in the commuting area of the listed duty location and from eligible military spouses.
DutiesCustomer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.
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- $54,292 - $70,578/year
- Proof of ICTAP/Military Spouse 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
- ICTAP eligibles in the local commuting area only of the listed duty location.
GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data into databases; and (4) responding to technical inquiries concerning benefit entitlement, benefit payments, etc.
GS-8 Fifty-two weeks of specialized experience equivalent to the GS-7 level or above that includes skill in conducting personal and telephone contacts with a wide range of individuals; such experience must demonstrate the ability to explain complex technical or regulatory information and to adapt explanations and language used to different levels of understanding, and the ability to conduct interviews in a way that established good relations while obtaining or providing relevant information in the minimum amount of time, and the ability to recognize and overcome attitudes or emotions that hinder effective communication: or technical, investigative, professional or quasi legal work that has provided a good working knowledge of the body of laws, regulations and procedures governing the program with which the position is concerned.
Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.
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 For GS-8: Substitution of education is not applicable at this grade level. Other Information
In addition to the minimum qualifications, applicants must be eligible under one of the following categories:
- Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) in the local commuting area of the listed duty location
- Eligibility under Military Spouse authority
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.This is a career-ladder position leading to the GS-8 grade level.
Additional selections may be made for this vacancy six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
Additional selections may be made for this vacancy six months from the closing date of this announcement. Required Documents
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.
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.
IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans' preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.
Military Spouse Appointing Authority: You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse's active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume
2. The Occupational Questionnaire
3. Additional Required Documents (e.g., ICTAP notice, SF-50 Notification of Personnel Action. See Required Documents section).
The complete Application Package must be submitted before midnight (ET) on 11/26/2024.
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 Kavara Dixon-Faulkner at Kavara.Dixon-Faulkner@ssa.govor 404-562-1653.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
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.
BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
