- Position Title
- Customer Service Representative
- Agency
- Social Security Administration
- Announcement Number
- DEU-SC10836417-20-JXR Opens in new window
- Open Period
- Tuesday, June 9, 2020 to Monday, June 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 the agency hiring for this position? Select yes if you are located in the same local commuting area of the vacancy; your permanent grade is equivalent to or above the grade level of the vacancy; AND your last performance rating of record is at least fully successful or the equivalent. (Note: You must submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50. Please review the Required Documents section of the announcement for more information.)
3.
Are you the spouse of a member of the Armed Forces?
-OR-
Are you the spouse of a member of the Armed Forces who retired with a disability rating at the time of retirement of 100 percent or the spouse of a member of the Armed Forces who retired or separated from the Armed Forces and has a disability rating of 100 percent from the Department of Veterans Affairs?
-OR-
Are you the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status?
For more information, review USAJOBS Veterans resources..
-OR-
Are you the spouse of a member of the Armed Forces who retired with a disability rating at the time of retirement of 100 percent or the spouse of a member of the Armed Forces who retired or separated from the Armed Forces and has a disability rating of 100 percent from the Department of Veterans Affairs?
-OR-
Are you the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status?
For more information, review USAJOBS Veterans resources..
4.
Are you a current or former federal employee displaced from a position in a federal agency other than the agency hiring for this position? Select yes if you are located in the same local commuting area of the vacancy; your permanent grade is equivalent to or above the grade level of the vacancy; AND your last performance rating of record is at least fully successful or the equivalent. (Note: You must submit supporting documentation to validate your claim of ICTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50. Please review the Required Documents section of the announcement for more information.)
Assessment 1
For the statement below, please select the response that best describes your experience and/or education. Select only one answer.
1.
Your response to the question below will determine if you qualify for the position of Contact Representative, GS-5. If you meet more than one choice, select the response that describes the highest level of experience/education that you possess. You must fully meet the description in the response to select it.
For the statements below, please select the response that best describes your experience.
For the following tasks, please choose the statement from the list below that best describes your experience. Please select only one letter for each item.
2.
Apply and interpret laws, regulations, rules, and written guidelines to make a determination about an individual's eligibility for a program, benefit, or entitlement such as: welfare, Temporary Aid to Needy Families (TANF), workers' compensation, unemployment insurance, or private health, life or pension/retirement programs.
3.
Research, interpret, and apply rules and/or regulations in order to obtain/provide information for a variety of individuals of diverse, cultural and socio-economic backgrounds (i.e., social services representative, loan or credit advisor, tax consultant, insurance representative, real estate agent, etc.).
4.
Identify medical insurance program needs of individuals.
5.
Explain legal provisions, regulations and information to the general public, and provide assistance to the public on rights, benefits, privileges or obligations under a body of law.
6.
Apply and interpret procedures or policies such as private insurance policies (e.g. automobile, fire, theft, etc.).
7.
Assist others to complete credit, loan, employment or claims applications.
8.
Interview members of the general public to secure needed technical information and obtain and clarify relevant facts involving benefit problems related to welfare, unemployment, workers' compensation, disability, insurance claims, etc.
9.
Explain legal provisions, policies and regulations involving criteria for rights, benefits, or privileges in connection with a variety of programs (e.g., health care, insurance, pensions, taxation, naturalization, etc.) requiring assessing the individual's degree of understanding and adjusting the delivery of information accordingly.
10.
Respond to specific procedural and technical inquiries from the general public in person.
11.
Elicit information, using interviewing skills, with tact and diplomacy.
12.
Explain (or elicit) sensitive or controversial information to (from) people of diverse backgrounds.
13.
Provide immediate assistance to customers, by analyzing and answering customer questions and performing follow-up action to maintain customer accounts based on information accessed from a computer terminal utilizing complex databases with multiple sub-systems.
14.
Provide complex technical assistance involving benefits, tax or legal issues, insurance (disability, life, medical, homeowners, etc.) based on information retrieved or accessed from a computerized database system.
15.
Use computers to retrieve information involving welfare, unemployment, workers' compensation, disability or insurance claims.
16.
Complete or input information into a computer while dealing with clients/customers in person or by telephone.
17.
Use basic word processing software packages on a daily basis in order to prepare written documents.
18.
Process or analyze data using computer systems or applications.
19.
Research, gather and evaluate customer/client information and use appropriate guidelines and procedures to resolve complex problems concerning benefits or entitlements related to insurance (medical, life, disability, homeowners, automobile), tax, or legal issues.
20.
Research, interpret, perform computations and apply complex laws, rules, regulations, and written guidelines in order to evaluate and approve applications, claims, or requests (e.g., determining eligibility requirements from information such as birth certificates, selective service records, financial records, academic transcripts, etc.).
21.
Listen to information provided by individuals and identify the nature and purpose of an inquiry by extracting relevant facts necessary to independently solve their problems.
22.
Review documents, records, data or other materials identifying missing information or problems, determine and initiate appropriate corrective actions.
23.
Develop facts necessary to solve problems through probing and questioning an individual.
24.
Manage and organize a large volume of complex technical/administrative work such as work in claims, accounting, payroll, financial, personnel and legal fields.
25.
Frequently make adjustments in procedures due to changing laws, regulations, and/or written guidelines.
26.
Rearrange priorities for my own work to ensure deadlines are met.
27.
Work successfully in positions that often had tight deadlines or high volume production.
28.
Write operating procedures and/or training materials.
29.
Prepare letters and/or reports on information relating to a body of rules, regulations and/or procedures.
30.
Communicate routine information in writing (e.g. letter, memo, internal office procedures).