Clarification from the agency

This vacancy is open to current permanent Federal employees (status candidates), and individuals eligible for any of the following special hiring authorities: Military Spouses, Veterans Employment Opportunities Act, 30% or more disabled veterans, Schedule A, current/permanent employees who are CTAP eligible, ICTAP eligible current/former federal employees, Land Management, Reinstatement eligibles, Transfer employees in Competitive service, and Interchange eligibles.

As a Supervisory National Recovery Specialist at the GS- 1101-12, some of your typical work assignments may include:

• Provide leadership and technical guidance to team members who respond to customer service inquiries for the purpose of improving the delivery of the customer service functions for the Disaster Loan Program.
• Provide technical and subject matter expertise in all customer service functions to subordinates, other staff members and management.
• Monitors the communication channels of the center staff, including but not limited to, telephone calls, emails, etc., ensuring the quality of all program information and professional standards are maintained.
• Directly oversee and guide the work of team members by assigning tasks with defined deadlines, distributing and balancing workloads based on skill levels, making necessary adjustments to ensure timely completion of team objectives, and ensuring each employee contributes meaningfully to overall team results.
• Prepares or reviews written responses to correspondence received through customer service mailbox and/or other incoming communication channels.

Conditions of employment

• You must be a U.S. Citizen
• You must successfully complete a background investigation.
• You may be required to serve a one-year supervisory probationary period.
• You must be able to obtain and maintain a government travel credit card.

Qualifications

GS-12: One year of specialized experience, equivalent to the GS-11 grade level in the Federal service, obtained in either the private or public sector:

• Communicating orally and in writing with internal and external customers to provide accurate program information and accomplish customer service program goals; and
• Leading and supervising a team of employees by assigning work, monitoring performance, and ensuring productivity and quality standards are met; and
• Interpreting and explaining organizational policies, procedures, goals, and operational requirements to employees to ensure consistent program delivery and compliance with established guidance; and
• Explaining disaster loan requirements and lending/credit concepts to individuals and businesses, including application procedures, eligibility requirements, and loan processing/closing steps.

These qualifications must be clearly referenced in your resume.

Note: Education may not be substituted for this position.

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 web site:

General Business and Industry Series 1101a

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.

Generally, time in Non-Pay status as a federal employee is not creditable towards the specialized experience requirement listed above.

TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next lower grade level than the position being filled.

All qualification requirements must be met by 11:59 pm (Eastern Time) on 05/29/2026.

How you will be evaluated

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

Applicants meeting basic eligibility requirements will be further evaluated based on additional assessments. One of these assessment is USA Hire. Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).

Your USA Hire assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.

The assessments relate to the following Competencies required to do the work of this position:

• Attention to Detail
• Customer Service
• Flexibility
• Influencing/Negotiating
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Self-Management
• Stress Tolerance
• Teamwork
• Reasoning
• Technical Competence
• Leadership
• Oral Communication
• Written Communication
• Planning and Evaluating

In order to be considered for this position, you must complete all required steps in the process. One of the required assessments for this position is an online assessment that measures critical general competencies required to perform the job.

All qualified Non Competitive applicants and the best qualified Merit Promotion applicants will be referred to the hiring manager for consideration.

Failure to submit any of the required documents by the closing date/time of the vacancy will result in your removal from consideration for this position. Please review your application prior to final submission and ensure you have submitted all appropriate documents. Uploading documents to USAJobs does NOT ensure inclusion with your application to our system. You must verify that the documents are in the system with your application prior to final submission.

1. Your Resume must not include photographs. Resume length may not exceed 2 pages and must contain the following information:

• Name, address, telephone number, email address;
• Job Title (if Federal Service, provide series and grade; if not in GS plan, provide GS equivalent grade);
• If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/dd/yyyy to mm/dd/yyyy);
• If other than full time you must provide hours worked per week.
• PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your resume must contain sufficiently detailed information upon which to make a qualification determination. 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.
• Should you submit multiple resumes, only the latest uploaded resume will be reviewed.

2. In addition to the online application (resume and responses to the occupational questionnaire), you are required to submit the following forms, if applicable. It is the responsibility of the applicant to ensure all documents are legible:

• Federal employees must submit proof of your permanent career/career-conditional competitive status ("1" or "2" in Tenure, block 24 and "1" in Position Occupied, block 34). Submit SF-50 showing current grade and tenure and an SF-50 showing highest (permanent) grade ever held, if different. NOTE: An award or detail SF-50 will not be accepted as proof of status.
• If you are using education as a substitution for experience (the announcement will state whether this is allowed), or if there is an educational requirement for this position, you must submit a copy of your transcripts (unofficial or official) that clearly describes your qualifying education. If selected, official transcripts will be required;
• If you are claiming Veteran status, you must submit a copy of all required documents to support your claim (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 disability letter)--see VetGuide;
• Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD-214 (showing the character of service) or other proof of service to receive consideration for veterans' preference. For more information on Veterans' Preference, please visit FedsHireVets.gov.
• CTAP/ICTAP/RPL Applicants: 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 (if applicable), your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330, and your most recent performance appraisal.

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