- Position Title
- CONTACT REPRESENTATIVE
- Agency
- Defense Finance and Accounting Service
- Announcement Number
- D-DFAS-10684297-20 Opens in new window
- Open Period
- Thursday, December 26, 2019 to Wednesday, January 15, 2020
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Do you claim Veterans’ Preference?
2.
Are you a current or former federal employee displaced from a position in a federal agency other than the agency hiring for this position?
If yes, confirm:
If yes, confirm:
- You are located in the same local commuting area of the vacancy
- Your grade is equivalent to the grade level of the vacancy and
- Your last performance rating of record is at least fully successful or the equivalent.
3.
I am a military spouse who is currently married to my active duty sponsor. I am exercising my preference eligibility for positions within the local commuting area of my sponsor's current duty station. I certify that I have not accepted nor declined a permanent, continuing Federal or non-appropriated fund position in the local commuting area of our current duty location.
NOTE 1: Military spouses are eligible for one permanent noncompetitive appointment using their preference eligibility for the duration of the active duty sponsor's assignment to a permanent duty station, as long as the military spouse has not declined or accepted a permanent Federal or non-appropriated fund position in the commuting area of the sponsor's current duty location. If you certify that you have not used your preference at your sponsor's current duty location and it is discovered to be untrue, you may be subject to loss of MSP and possible disciplinary action.
NOTE 2: You must include a copy of the Military Spouse PPP Self-Certification Checklist along with the documents identified on the checklist to verify your eligibility for MSP.
NOTE 1: Military spouses are eligible for one permanent noncompetitive appointment using their preference eligibility for the duration of the active duty sponsor's assignment to a permanent duty station, as long as the military spouse has not declined or accepted a permanent Federal or non-appropriated fund position in the commuting area of the sponsor's current duty location. If you certify that you have not used your preference at your sponsor's current duty location and it is discovered to be untrue, you may be subject to loss of MSP and possible disciplinary action.
NOTE 2: You must include a copy of the Military Spouse PPP Self-Certification Checklist along with the documents identified on the checklist to verify your eligibility for MSP.
Assessment 1
Please accurately identify your level of training or experience when completing this questionnaire. Your responses will be evaluated and verified based on your submitted resume. Ensure that your resume accurately describes the level of education and/or experience claimed in the assessment questionnaire. Later steps in the selection process are specifically designed to verify your stated level of experience and demonstrated capability. By continuing in the application process, I acknowledge that my self-assessment questionnaire score may be reduced, and I may lose consideration for this position if the work experience described in my resume does not support my responses to the assessment questionnaire
1.
From the descriptions below, select the letter that corresponds to the highest level of education and/or experience that you fully possess and demonstrates your ability to perform the work of Contact Representative at the GS-05 grade level. Select only one letter for each item.
For each item, select the one response that most accurately describes your current level of experience and capability using the scale below.
2.
Identify relevant pay regulations, policies and procedures to resolve external customers' problems and general inquiries
3.
Explain pay entitlements and legal provisions to external customers to facilitate understanding of decisions and outcomes
4.
Consult a large body of regulations, policies and procedures to identify inaccuracies and discrepancies in customer account information
5.
Research polices, regulations and standard operating procedures affecting pay to provide accurate explanations of information to customers
6.
Provide immediate assistance to customers by analyzing customer accounts and information accessed from a computer terminal utilizing multiple databases or sub-systems
7.
Respond orally to inquiries in a high-stress call center environment involving high customer volume and sensitive content related to pay and benefits
8.
Resolve customer inquiries related to entitlements, debts, collections, allotments and other pay related issues
9.
Update an automated system or database to enable quick and efficient retrieval of customer tracking information
10.
Use word processing software and e-mail to draft correspondence summarizing the facts of an issue as well as options for resolution
11.
Navigate a database or automated pay system to log written summaries of customer conversations while communicating real-time with customers on the telephone
12.
Access an automated pay system to retrieve customer account information
13.
Question or interview customers and other involved parties to gather facts related to a customer inquiry
14.
Explain technical pay-related procedures, regulations, laws or rules to customers in lay terms to facilitate understanding of options and processes
15.
Communicate information to customers in response to pay inquiries
16.
Explain to customers the process steps, timelines and outcomes of an inquiry to reduce misunderstandings and dissatisfaction discovered during a customer inquiry
17.
Review documents, records and data to identify trends or issues across multiple customer accounts and recommend resolutions to supervisors
18.
Research customer accounts across multiple databases or automated systems to identify the source of a data discrepancy
19.
Determine the appropriate questions to ask based on a customer's oral description of an issue to gather information about the problem
Select “Yes” or “No” to the following question(s).
20.
Do you certify, to the best of your knowledge and belief, all of the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities, and education (degrees, accomplishments, etc.)? Do you understand that the information provided may be investigated? Do you understand that misrepresenting your experience or education, or providing false or fraudulent information in or with your application may be grounds for not hiring you or for firing you after you begin work? Do you also understand that false or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001)?