CONTACT REPRESENTATIVE

Who may apply: This announcement is open to all U.S. Citizens. Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. 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.

Duties

• Duties described below reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature.

• The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.

• The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.

• Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.

• Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.

• Provides status on various actions; and inaccuracies and discrepancies in customer account information.

Salary

• $36,825 - $61,026/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
• 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
• 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.

Qualifications

This announcement will be used to fill positions with an entry grade of GS-04, GS-05 or GS-06 with a target grade of GS-06.

Generalized Experience for GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Generalized experience is defined as: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

Specialized Experience for GS-05: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Specialized experience is defined as: applying regulations, policies and procedures governing pay and other types of transactions sufficient to convey information to customers and other interested parties; explain pay and other types of financial procedures; convey options and resolve problems within automated systems.

Specialized Experience for GS-06: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Specialized experience is defined as: applying regulations, policies and procedures governing pay and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay and other types of financial procedures; referencing and explaining technical materials; conveying options and resolving problems within automated systems

Paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual, community, student, social) is qualifying. Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience.

Education Substitution of Education for Specialized Experience is generally not applicable above GS-05, but may be considered if it is directly related to the position being filled. GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. GS-05 Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. GS-06 Substitution of Education for Experience: Six months of graduate 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. Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement. Official Transcripts: If the position you are applying for has a positive degree requirement or education forms the basis for qualifications (i.e. you would not qualify without the education obtained), you MUST submit transcript(s) with your application. Official transcript(s) are not required at the time of application outside of what is outlined above; however, official transcript(s) must be verified PRIOR to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in a conventional U.S. education program. It is your responsibility to provide such evidence when applying or prior to appointment as outlined above. Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You must provide a copy of the letter containing the results of the equivalency evaluation upon request. Failure to provide such documentation when requested will result in lost consideration. For more information regarding evaluation of foreign education for federal employment, please visit the U.S. Department of Education Other Information Moving expenses will not be paid. This position is covered by a bargaining unit. This position is Non-Exempt from the Fair Labor Standards Act. 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. A one year probationary period may be required. 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 Department of Defense (DoD) need. We may use this announcement to fill additional vacancies within 90 days of the closing date. Travel requirement is seldom (1-24%). Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the DoD policy guidance. (See DoD Instruction 1400.25, Volume 300, Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov). Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a displaced Federal Civil Service employee and attain a rating of at least 80, you may be entitled to receive special priority selection under the ICTAP. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible Drug Testing not required. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. 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 online, you may contact 317-212-0454 for assistance. Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only. Required Documents

1. Resume: HR will review the resume that the system date stamps as the most recent. For assistance in preparing your resume, visit DFAS Resume Tools.
2. Complete Assessment Questionnaire: Your resume must describe the scope of work with regard to your responses to the occupational self-assessment questionnaire, as they generate your numerical rating.

The following supporting documents are ONLY required if applicable to your personal qualifications or status.

1. Transcripts/Certifications: All applicants to include current employees/contractors, must submit proof of education if the position requires education to meet the basic qualification requirements, or if substituting education to meet specialized experience requirements. For additional information on acceptable documents, visit Transcripts and Certifications. Applicants must also document education and/or certifications in their resume.
2. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official if referred. Cover letters will not be used to verify qualifications or determine eligibility.
3. Veterans Preference: If you are claiming veteran's preference, you MUST submit the appropriate documentation. Failure to do so will result in the loss of veteran's preference, and may impact your eligibility for referral.. For more veterans' information please click here.

• You must submit a copy of your DD-214, Certificate of Release or Discharge from Active Duty", showing the dates of active duty service, type of discharge and the character of service. Alternatively, If you are a current military member in active duty service and do not have a copy of your DD-214, you must submit a written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date of application. The certification must include your rank, dates of active duty service and the expected condition of discharge.
• If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the presence of service-connected disability and indicating the percentage of disability
• If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference.

4. ICTAP Eligibles: You must submit a Separation-Reduction in Force (RIF) SF-50; a RIF Notice showing separation within the past year (or declining a management directed reassignment outside the commuting area, or a Termination of Disability Notice from OPM) and most recent performance appraisal.
5. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be 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. Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.
6. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.
7. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.
8. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.

How to Apply

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.