Summary
This position is located in the Customer Engagement Division, under the Servicing & Asset Management Office (SAMO) at Rural Development (RD).
The incumbent is responsible for developmental and routine assignments to support the organizations cost-effective loan servicing and asset management programs. This position requires the incumbent to read, write and speak fluently in both English and Spanish to perform customer service.
This position has been designated as a fully remote position.
Duties
- Provide efficient and accurate customer service via multi-channel communications to a nationwide portfolio of all current and delinquent RD program loan and grant recipients and other external customers.
- Perform loan servicing duties that require direct contact with RD customers, stakeholders, and third-party callers. Assist senior loan specialists in execution of regulatory, analytical, and program management functions and report any errors.
- Provide technical and/or analytical assistance to support SAMO in response in response to questions regarding internal compliance to regulations, as well as outside contacts, concerning specific job tasks, techniques, policies, and outcomes.
- Work to determine all viable options to make RD program customers successful. Work may involve recommending options that are outside of the Servicing and Asset Management Office.
Requirements
Conditions of Employment
- You must be a US Citizen or US National
- Males born after 12/31/1959 must be Selective Service registered or exempt
- Subject to satisfactory adjudication of background investigation and/or fingerprint check
- Successful completion of one-year probationary period, unless previously served.
- Direct Deposit - Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution
- Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit E-Verify at https://www.e-verify.gov/
Qualifications
Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below.
GS-07: Applicants must possess one (1) year of specialized experience equivalent to at least the GS-06 grade level in the Federal Service; or its non-Federal equivalent. Applicants must possess one (1) year of specialized experience equivalent to at least the GS-06 grade level in the Federal Service; or its non-Federal equivalent. Specialized experience is defined as experience performing a range of mortgage loan servicing duties in a call center environment, analyzing payment histories, payment applications, delinquency work-out agreements, escrow analysis, subsidy, taxes, insurance, recapture, payment assistance and payoffs on delinquent and non-delinquent accounts through multiple communication channels (email, fax, phone and chat); providing technical and/or analytical assistance to customers and third parties response to questions regarding mortgage loan regulations, policies, directives, specific job tasks, techniques, procedures, and outcomes; determining viable options to make mortgage loan program customers successful.
There is no substitution of education for experience at the GS-07 level.
NOTE: To be considered for this position, you must meet all qualification and eligibility requirements for the GS-1101 series set forth in the Office of Personnel Management (OPM) Qualification Standards by the closing date of the announcement. A copy is available at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards
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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Education
Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify 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.
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 evaluated in accordance with Office of Personnel Management's (OPM) Delegated Examining Procedures and USDA policy using category rating. Applicants who meet basic minimum qualifications will be placed in one of two or three categories: Best Qualified, Well Qualified, or Qualified. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans. Category placement will be determined based on applicants' quality of experience and the extent they possess the following knowledge, skills, and abilities (KSA) or competencies:
- Loan mortgage origination and/or servicing procedures
- Oral Communication
- Plan and organize work
- Research, interpret, analyze, and apply agency/organization loan procedures and regulations
- Written Communication
Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Those determined to be in the best qualified category will be referred to the selecting official for consideration.
Note: If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service.
Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the "Apply" button to the right.
To view the application form, visit: https://apply.usastaffing.gov/ViewQuestionnaire/12462088
Required Documents
The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.
- Resume that includes:1) personal information such as name, address, contact information; 2) education; 3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment (month/year); title, series, grade (if applicable); 4) other qualifications.
- If claiming veteran's preference, you must submit a DD214, Certificate of Release from Active Duty, which shows dates of service and discharge under honorable conditions.If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted.Veteran's preference must be verified prior to appointment.Without this documentation, you will not receive veteran's preference and your application will be evaluated based on the material(s) submitted.
- If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference. For more information on veterans' preference visit FEDSHIREVETS
- Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
How to Apply
Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.
Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement in order to be entered into the system prior to its closing.
This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.
To begin, click "Apply Online" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.
NOTE: Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded resumes must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable.
Next steps
Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS to check your application status.
Multiple positions may be filled from this announcement.
Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to David.root@usda.gov, subject line: Fair Chance Act.
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