CUSTOMER SERVICE REPRESENTATIVE Job in Location Negotiable After Selection

Vacancy No. EXC-24-FOCE/W-12563837 Department Small Business Administration
Salary $59,966.00 to $94,317.00 Grade 9 to 11
Perm/Temp Temporary FT/PT Full-time
Open Date 9/30/2024 Close Date 10/15/2024
Job Link Apply Online Who may apply Public
Locations:
Location Negotiable After Selection


Summary

The U.S. Small Business Administration (SBA) is urgently hiring Customer Service Representatives to support disaster recovery for Hurricane Helene and wildfires out west. Your work will aid recovery and economic stability in affected areas. We seek dedicated individuals who can start immediately and travel to disaster zones. Successful candidates will undergo accelerated onboarding to begin ASAP.

This job is open to

Clarification from the agency

United States Citizens

Duties

As a CUSTOMER SERVICE REPRESENTATIVE at the GS-1101-9/11, some of your typical work assignments may include:

  • Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
  • Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
  • Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.
IMPORTANT NOTES:
  • This is a temporary appointment in the Excepted service with an Intermittent work schedule.
  • The salary range above reflects the employee's base salary. Locality Pay will be added based on the location of the employee's residence.
  • Your primary residence is considered your official duty station.
  • If selected, employees work on an intermittent (on-call) work schedule. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to a non-pay status until the next event necessitates additional staff.
  • However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, your work schedule may be changed back to intermittent.
  • Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required heighten Disaster Activities.
  • TRAVEL STATEMENT- You will be required to travel to a disaster site during increased disaster activity for extended periods with little or no advanced notice. If so, you may encounter hazardous working and/or living conditions; i.e., no water or electricity and/or minimal lodging facilities. Travel expenses are compensated based on SBA policy and Federal regulations.
  • By applying for this position with SBA's US Small Business Administration, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.
  • Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
  • This is not a bargaining unit position.

Requirements

Conditions of Employment

  • U.S. citizenship is required.
  • You must be able to obtain and maintain a government travel credit card.
  • This is not a bargaining unit position.
  • A valid driver's license may be required.
  • Favorable background investigation is required
  • Favorable background investigation and credit check is required.

Qualifications

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below.

You must meet all qualification requirements by the closing date of this announcement. You may qualify based on experience, education or a combination of both.

Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.

GS-09: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-07 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:
  • Responding to a variety of business-related customer inquiries and providing program information to the public; and
  • Working as a member of a team or group to achieve goals, objectives or metrics to produce deliverables; and
  • Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing.
GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:
  • Responding to a variety of customer financial inquiries and/or providing financial information to the public; and
  • Leads a team and provides oversight of the quality of work, while further developing staff, and assures adherence with established policies and procedures; and
  • Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing.
Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website:

General Business and Industry Series 1101b (opm.gov)

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.

OR

Education

If you do not meet the specialized experience requirements, you may also qualify with education. You MUST submit transcripts (official or unofficial) with this application if you wish to qualify based on education.

GS-09: Master's degree or equivalent, LL.B. or J.D., in a related field, from an accredited college or university or two full years (36 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

GS-11: Ph.D or equivalent doctoral degree, or LL.M., in a related field, from an accredited college or university or three full years (54 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

OR

A combination of experience and education as indicated above. Qualification Standards: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Group-Standards

For example, an applicant who has 1.5 full years of Ph.D. level education (i.e. 50% of education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position.

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation. All education claimed by applicants will be verified by the appointing agency accordingly. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.

Additional information

If you work or are expected to work at least 90 consecutive days and 130 hours per month, you will become eligible for health insurance benefits only.

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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applications will be reviewed for qualifications. You will be contacted directly if selected.

Required Documents

Toapply for this position, you must provide a complete Application Package which includes:1. Your Resume showing average hours worked per week, dates of employment and duties performed.2. Completed Questionnaire

3. Other supporting documents, such as:
  • College Transcript(s), if qualifying based on education.
    • Unofficial transcripts may be submitted during the application process; however, official transcripts will be required if selected.
  • Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 or other DD-214 copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (EST) on 10/15/2024 to receive consideration.

  • To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
  • You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
  • You will receive an email notification when your application has been received for the announcement.
  • To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.
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Agency contact information

TA VANG
Phone
916-735-1500 X4704
Fax
916-735-1678
Email
ta.vang@sba.gov
Address
Field Operations Center West - FOCW
6501 Sylvan Road
Citrus Heights, CA 95610
US
Learn more about this agency

Next steps

SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.

Once your online application is submitted you will receive a confirmation notification by email.

SBA uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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