Summary
As a Contact Representative, you will be part of Retirement Services. If selected, you will be responsible for providing information and assistance to meet the needs of customers including retirees, their survivors and representatives, and others with interests in benefit programs administered by OPM's Retirement Services.
This is an Open Continuous announcement. You must reapply every 90 days to remain eligible for consideration. See additional information section for referral guidance.
Duties
- Receive incoming calls from annuitants and survivors regarding their retirement and various other benefits (Agent handling volume is 65-85 calls per day.)
- Answer customer inquiries primarily received by telephone making adjustments and resolving questions using available resources.
- Provide customers with forms available through the on-line documents system.
- Occasionally respond to emails primarily sent by customers through the OPM website Customer Support Center.
Conditions of Employment
- Must be a U.S. Citizen or National
- Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/Home/Registration)
- Suitable for Federal employment, determined by a background investigation
- May be required to successfully complete a probationary period
- Complete the initial online assessment and USAHire Assessment, if required
- This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 2450.
Qualifications
For the GS 5: You must have one year of experience that is equivalent to the GS-4 level in the Federal service defined as experience that is in or directly related to the line of work of this position. Examples that meet this definition include work involved in explaining or answering questions about programs or products and assisting customers in completing forms or applications, reviewing forms and/or claims for completeness, accuracy, and compliance with regulations. Note: Your resume must fully support this experience.
OR
Have successfully completed four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college, or university.(You must submit a copy of your transcripts)
OR
Have a combination of the education and experience to qualify at this level. To calculate your percentage of education, divide your semester hours of education beyond two years (total semester hours minus 60) by 60. To calculate your percentage of experience, divide the total months of full-time experience by 12. If your experience was part-time, convert to full-time by dividing the number of hours worked per week by 40 then multiply by number of months worked. Add the two percentages. The total must equal at least 100 percent to qualify. (Note: You must attach a copy of your transcripts.)
You must meet all qualification and eligibility requirements by the closing date of this announcement.
Experience refers to 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Note: A full year of experience is considered to be 40 hours of work per week. Applicants wishing to receive credit for such experience must clearly indicate their duties and responsibilities for each position and annotate the number of hours a week spent in each position. This may be reflected on the resume as either hours work or fulltime.
Education
There are no educational requirements for this position.
Benefits
A 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. Opens in a new windowLearn more about federal benefits.
Review our 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.
You will be evaluated for this job based on how well you meet the qualifications above.
For Category Rating: Once the application process is complete, a review of your resume will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Qualified candidates will be assigned to one of the three quality categories: Qualified, Well Qualified, or Best Qualified. Qualified Category = Does not exceed the basic qualifications requirements described in the "Qualifications" section of this announcement. Well Qualified Category = Meets the basic qualifications requirements described in the "Qualifications" section of this announcement and demonstrates proficiency in the Critical Competencies defined below. (This category must be met to be considered under ICTAP procedures) Best Qualified Category = Meets the basic qualifications requirements described in the "Qualifications" section of this announcement and excels in the Critical Competencies defined below. The category assignment is a measure of the degree in which your background matches the competencies required for this position.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
- Attention to Detail
- Customer Service
- Decision Making
- Flexibility
- Integrity/Honesty
- Interpersonal Skills
- Learning
- Reading Comprehension
- Reasoning
- Self-Management
- Stress Tolerance
- Teamwork
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.
The Category Rating Process does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and have a compensable service-connected disability of at least 10 percent or higher will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).
To apply for this position, you must provide a complete Application Package which includes:
- Your Resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed. If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position. If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
- Do not include the following types of information in your resume:
- Classified or government sensitive information
- Social Security Number (SSN)
- Photos of yourself
- Personal information, such as age, gender, religious affiliation, etc.
- Encrypted and digitally signed documents
- Transcripts/Registration/License: If qualifying on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license.
- Other supporting documents:
- Cover Letter, optional
- If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request including the Reasonable Accommodation Request Form found here.
- Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.) If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference click here.
- Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
- Worker's Compensation Separation: Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
- Disability Annuity Termination: Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
- Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456: Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held.
Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and the required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (EST)on 08/06/2024 to receive consideration.
The application process is as follows:
- Click the Apply Online button.
- Answer the questions presented in the application and attach all necessary supporting documentation.
- Click the "Submit Application" button prior to 11:59pm (ET) on the announcement closing date.
- If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
- Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
- Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
- Set aside at least 3 hours to take the USA Hire assessments; however most applicants complete the assessment in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
- Your responses to the USA Hire assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically used.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the use of USA Hire assessments, review the following resources:
https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application and click Edit My Application. This option will no longer be available once the announcement has closed.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. Upon application you may be provided a testing window to complete additional assessments. This testing window may stipulate a completion deadline before the announcement closes. It is your responsibility to complete the additional online assessments within the timeline provided to remain in consideration for this vacancy announcement. Failure to complete the online assessments within the testing window for this announcement will not preclude you from being considered for and completing the online assessments during a testing window on a future announcement.
To view the announcement status or application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/ . Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
You may preview the assessment questionnaire by clicking here: https://apply.usastaffing.gov/ViewQuestionnaire/12306608
Next steps
Once referred, you may be asked to complete a structured interview, written demonstration, and/or fit interview. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated. You will receive another notification about the status of your application.
We expect to make a job offer within 40 days after the closing date of the announcement. After making a tentative job offer, we will conduct a suitability/security background investigation.
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