Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

Social Security Administration

Summary

Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.

LOCATION: This position is located in in the Vincennes, IN Field Office.

TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules will not be available.

TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.

This job is open to

Career transition (CTAP, ICTAP, RPL)

Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants.

Clarification from the agency

APPLICATIONS WILL ONLY BE ACCEPTED FROM those eligible for Interagency Career Transition Assistance Program (ICTAP) in the commuting area of the listed duty location.

Duties

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

Requirements

Conditions of employment

Proof of ICTAP eligibility
U.S. Citizenship required
Selective Service Registration, if applicable (www.sss.gov)
Background and/or security investigation required
Job offers are contingent on background / security investigation results
All qualifications requirements must be met by the closing date of the announcement

Qualifications

Applicants must have 52 weeks of specialized experience equivalent to the GS-7 level or above that includes comprehensive knowledge of laws, regulations, and written guidelines as it relates to programs administered by SSA or related programs; using automation tools and computer systems software to resolve or process a wide variety of actions; communicating with a large volume of people from diverse socioeconomic backgrounds in order to resolve a wide variety of problems, and/or provide advice/guidance about program policies and benefits; writing correspondence in response to multiple complex or technical issues.

Applicant must have 52 weeks at the GS-07 or higher.

The following time-in-grade requirement must be met by the closing date of this announcement.

Selection Placement Factor:

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the CAIP interview, you will not qualify for the job.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

There is no substitution of education for experience at this grade level.

Additional information

In addition to the minimum qualifications, applicants must be eligible under the following category:

Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP). who have held a GS-08 or above, and in the commuting area of the listed duty locations.

In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.

This is not a career-ladder position; GS-8 is the full performance level.

This is a bargaining unit position represented by the American Federation of Government Employees.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Additional selections may be made for this vacancy six months from the closing date of this announcement..

LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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.

The following knowledge, skills, and abilities are necessary to perform the duties of the position:

Knowledge of the laws, regulations, procedures and online services applicable to SSA
Ability to use online technology, automation tools and web-based applications.
Ability to organize, prioritize and multi-task.
Ability to communicate orally
Ability to communicate in writing

Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13093319

Required Documents

Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information.

You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:

proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.

For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

How to Apply

To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume
2. Proof of ICTAP eligibility and/or Proof of Military Spouse eligibility
3. The Occupational Questionnaire
4. Additional Required Documents (See Required Documents section).

The complete Application Package must be submitted before midnight (ET) on 10/26/2026.

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Careers at SSA at Careers@ssa.govor 000-000-0000.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.

Agency contact information

Careers at SSA

Email: Careers@ssa.gov

Address: MWW
1718 Woodlawn Drive
Baltimore, MD 21207
US

Next steps

Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.

Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.

Contact Representative (Customer Service Representative) (ICTAP) (Temporary) Job in Vincennes, IN