- Position Title
- CONTACT REPRESENTATIVE
- Agency
- Defense Finance and Accounting Service
- Announcement Number
- D-DFAS-12143359-24 Opens in new window
- Open Period
- Thursday, October 5, 2023 to Monday, November 13, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
The following section is used to determine your eligibility for appointment in the Federal Government or Status for referral consideration. Please indicate by your responses all categories of eligibilities for which you would like to be considered. You will only be considered under eligibilities that you select. If you are not able to select at least one of the eligibilities below, you are not eligible to be considered for this position.
NOTE: You must submit the required documentation to verify EACH eligibility you select. Failure to provide the required documents will render you not eligible for consideration.
See instructions under the "How to Apply" tab for submitting documentation.
NOTE: You must submit the required documentation to verify EACH eligibility you select. Failure to provide the required documents will render you not eligible for consideration.
See instructions under the "How to Apply" tab for submitting documentation.
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 or higher than 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 appropriated 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.
4.
I am an MR or NG Technician who will be or has been involuntarily medically retired due to a service-connected medical disability that disqualifies me from military membership or from holding my required military grade, and have applied for or am receiving a disability retirement annuity. I am exercising my preference eligibility to DoD positions within my local commuting area. I understand that the position for which I am applying must be at the same grade or equivalent level, tenure, and work schedule as the position held currently or upon separation.
NOTE 1: If you indicate "yes" to this question, you must submit a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist and copies of the appropriate documentation, such as the notification letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability.
NOTE 2: By using this eligibility, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
NOTE 1: If you indicate "yes" to this question, you must submit a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist and copies of the appropriate documentation, such as the notification letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability.
NOTE 2: By using this eligibility, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
5.
I am an MR or NG Reserve Technician who will lose or has lost my military membership through no fault of my own after completing at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement. I am exercising my preference eligibility to DoD positions within my local commuting area in accordance with Section 3329(b) of Title 5, U.S.C. This preference eligibility is valid for 1 year after separation.
NOTE 1: If you indicate "yes" to this question, you must submit a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist and copies of the appropriate documentation, such as the notification letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement.
NOTE 2: By using this eligibility, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
NOTE 1: If you indicate "yes" to this question, you must submit a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist and copies of the appropriate documentation, such as the notification letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement.
NOTE 2: By using this eligibility, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
6.
I am currently on retained grade based on receiving a written RIF notification letter of a change to lower grade, or a notification letter of a classification downgrade dated within the last 2 years. I am exercising my preference eligibility to DoD positions within my local commuting area.
NOTE 1: If you indicate "yes" for this statement, you must submit a copy of the Retained Grade PPP Self-Certification Checklist and copies of the appropriate documentation, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade.
NOTE 2: By using this eligibility, you certify that you have not accepted permanent Federal employment at your retained grade, nor have you accepted or declined a PPP job offer.
NOTE 1: If you indicate "yes" for this statement, you must submit a copy of the Retained Grade PPP Self-Certification Checklist and copies of the appropriate documentation, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade.
NOTE 2: By using this eligibility, you certify that you have not accepted permanent Federal employment at your retained grade, nor have you accepted or declined a PPP job offer.
Preferences
1.
Select the lowest grade you are willing to accept for this position.
2.
Are you a retired Federal employee receiving an annuity from the Office of Personnel Management? NOTE: If you answered yes to this question, attach a copy of your retirement Standard Form 50 to your application.
3.
Are you a current or former (within last five-years) Executive Branch political appointee; Schedule C excepted service appointee (confidential, policy or transitional role), or non-career or limited appointee in the Senior Executive Service (SES)?
Agencies must request OPM approval to appoint the following current or former (within five-years) Executive Branch political appointees to permanent competitive service, non-political excepted service, or career SES positions:
https://www.opm.gov/FAQs/QA.aspx?fid=023f2059-dff7-4307-89b4-c553c218af1d&pid=08248d29-d26e-44b6-9988-57655358d509
Agencies must request OPM approval to appoint the following current or former (within five-years) Executive Branch political appointees to permanent competitive service, non-political excepted service, or career SES positions:
https://www.opm.gov/FAQs/QA.aspx?fid=023f2059-dff7-4307-89b4-c553c218af1d&pid=08248d29-d26e-44b6-9988-57655358d509
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 a Contact Representative at the GS-04 grade level. Select only one letter for each item.
2.
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.
3.
Identify relevant pay regulations, policies and procedures to resolve external customers' problems and general inquiries
4.
Explain pay entitlements and legal provisions to external customers to facilitate understanding of decisions and outcomes
5.
Consult a large body of regulations, policies and procedures to identify inaccuracies and discrepancies in customer account information
6.
Research polices, regulations and standard operating procedures affecting pay to provide accurate explanations of information to customers
7.
Provide immediate assistance to customers by analyzing customer accounts and information accessed from a computer terminal utilizing multiple databases or sub-systems
8.
Respond orally to inquiries in a high-stress call center environment involving high customer volume and sensitive content related to pay and benefits
9.
Resolve customer inquiries related to entitlements, debts, collections, allotments and other pay related issues
10.
Update an automated system or database to enable quick and efficient retrieval of customer tracking information
11.
Use word processing software and e-mail to draft correspondence summarizing the facts of an issue as well as options for resolution
12.
Navigate a database or automated pay system to log written summaries of customer conversations while communicating real-time with customers on the telephone
13.
Access an automated pay system to retrieve customer account information
14.
Question or interview customers and other involved parties to gather facts related to a customer inquiry
15.
Explain technical pay-related procedures, regulations, laws or rules to customers in lay terms to facilitate understanding of options and processes
16.
Communicate information to customers in response to pay inquiries
17.
Explain to customers the process steps, timelines and outcomes of an inquiry to reduce misunderstandings and dissatisfaction discovered during a customer inquiry
18.
Review documents, records and data to identify trends or issues across multiple customer accounts and recommend resolutions to supervisors
19.
Research customer accounts across multiple databases or automated systems to identify the source of a data discrepancy
20.
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).
21.
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)?