Clarification from the agency

Open to U.S. Citizens/Nationals

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding.
• Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.
• Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
• Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
• Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.

Conditions of employment

• Training Details
  • Post of Duty: Training may be conducted in a designated location other than the assigned POD located in the job offer until training is complete.
  • Shift: Training may be conducted during a shift other than the one you were selected for.
• Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding.
• Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.

Key Eligibility Requirements:

• U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
• Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so.
• Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.

ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement.

QUALIFICATION REQUIREMENTS:SPECIALIZED EXPERIENCE GS-5 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes:

• Experience working with records or documents (for example: banking and/or insurance) and applying established rules and procedures to manage customer accounts (for example: crediting and debiting, researching and/or adjusting accounts).
• Experience with face to face and/or telephone customer service (for example: collection agency, sales, etc.) that includes resolving problems and issues.
• Experience performing work using a computer (for example: Adobe Acrobat, Microsoft Word, Excel, Edge, or other search engines to research reference material) to locate and review records and reconcile discrepancies.

OR You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a bachelor's or higher degree.

OR You may qualify with a combination of experience and education equivalent to one (1) year of specialized experience.

AND

You must also meet the following requirements:

• MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have:
  • Graduated from high school or been awarded a certificate equivalent to graduating from high school; or
  • Completed a formal vocational training program; or
  • Received a statement from school authorities agreeing with your preference for employment rather than continuing your education.

For more information on qualifications please refer to OPM's Qualifications Standards.

How you will be evaluated

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

This position will be filled through the Direct Hire Authority. Under this authority, competitive rating, ranking, and veterans' preference procedures do not apply. For more information on Direct-Hire Authority visit: OPM Direct Hire Fact Sheet.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Referral: Applicants will be referred on a first in, first out basis. Applicants who meet the basic qualification requirements may be referred to a selecting official for consideration. Candidates may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices). We will not reimburse costs related to the interview such as travel to and from the interview site.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must be found "well qualified" for the position to receive special selection priority. Well qualified is defined as: experience that exceeds the minimum qualifications, demonstrated by meeting all the following competencies for this position:

• Customer Service
• Technology Application
• Attention to Detail
• Reasoning
• Problem Solving

If you are selected, you will be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks.

The following documents are required and must be provided with your application. Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible.
Please view Application Preparation or How to write a resume for federal job.

1. Resume
… Your resume should:

• Be limited to two (2) pages. Applicants with resumes exceeding two-pages will be removed from consideration. We recommend utilizing a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point for the main text, and page margins of 0.5 inches. Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible. If you update your application, only the most recent resume received (uploaded under the "Resume" document type) will be considered to determine qualifications.
• Include your name and contact information.
• Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), number of hours worked per week, and a brief description of duties that clearly demonstrate your qualifications. To receive full credit for work experience, you must include specific MM/DD/YYY start and end dates for every position.
• Include pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs.
• Not include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content. Resumes containing prohibited information will be deemed ineligible.
• Not include embedded links as they will not be opened or considered when determining qualifications.
• Not include personal information such as age, sex, religion, race, or disability.
• Not include specialized experience copied from the announcement or position description, as this is not a demonstration of your experience.

2. Education (if applicable) - Refer to Qualification and Education sections above for requirements

• For positions with an education requirement, or if you are qualifying for this position based on education or training, submit a copy of your transcript(s) or equivalent. An official transcript(s) will be required if you are selected.
• High School Diploma (or equivalent) - If you are 16 or 17 years of age, you MUST submit:
  • Documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR
  • Statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.

3. Registration/License (if applicable) - Current, active registration/license

4. Veterans' Preference (if applicable)

• MUST submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge.
• If you are serving under active duty, provide certification from the Armed Forces that you will be discharged or released within 120 days from the date of certification. The certification must indicate your dates of service, rank and that you will be separated under honorable conditions.
• 10-point preference eligible - Submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the form if you are a 10-point preference eligible. For more information on claiming veterans' preference view here.

5. Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) (if applicable) Selection priority program for displaced or surplus federal employees:

• Review and submit the required documentation as outlined under CTAP/ICTAP.

6. Current and Former Federal Employees Documentation (if applicable)

• Must submit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your grade and competitive service status.

7. Two physical and current forms of identification (ID):

• Primary form of ID - Must have at least one, but may have two (such as a U.S. passport/passport card, state driver's license or ID card that is compliant with REAL ID, or U.S. military ID card)
• Secondary form of ID - If you do not have two primary forms of ID, other acceptable forms of ID's are found on GSA's website (such as a U.S. Social Security card, original or certified birth certificate of the U.S., certificate of naturalization etc).
• NOTE: If the name on your forms of ID do not match, you may need to bring the appropriate linking documentation (marriage license/ court order) showing the change in names.

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