Veterans Claims Examiner

Clarification from the agency

This vacancy is open to current and former Department of Veteran Affairs employees in the local Muskogee commuting area who are eligible for priority consideration under the Career Transition Assistance Program (CTAP).

This position is located in the Education Call Center Division within the Department of Veterans Affairs, Regional Processing Office (RPO) in Muskogee, OK. The Veterans Claims Examiner reviews education awards to ensure proper payment, eligibility, and entitlement regulations and laws have been applied in processing the education award. Advises education claimants and their representatives-via telephone of their benefits, rights, and privileges which they are entitled to under the laws administered by VA in a high-volume call center. Must possess the technical and communication skills to effectively carry out the duties of this position.

Specific duties include:

• Assists individuals in developing needed evidence, preparing required documentation, and resolving errors and/or delays in obtaining benefits. Explains the types of documents necessary to facilitate timely processing of claims and assists in obtaining and completing such documents and forms in accordance with the type of claim being submitted.
• Responsible for counseling veterans, their dependents and beneficiaries via telephone in a high-volume call center regarding the full range of education benefits through the Department of Veterans Affairs. The incumbent explores all avenues of assistance available to veterans, beneficiaries, and dependents and takes initiative to encourage individuals to fully utilize these benefits.
• Researches issue(s) to include direct contact with RO of jurisdiction if warranted, or in course of research, with other Federal or state agencies as necessary.
• Explains decisions and reasons for decisions made by the VA and communicates verbally this information to the claimant. Informs individuals of their right to appeal decisions and explains the appeal process.
• Provides advice, expertise and problem-solving assistance to claimants who call the National Education Call Center using discretion and tact when communicating negative or stressful information.
• Exhibits the ability to complete the contact independently and refer few calls to a higher level.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. The grade progression for this position is GS-05, GS-07, GS-09.

Work Schedule: Full time, Monday through Friday 8:00 - 4:30 pm CST during training. Upon completion of training, work schedule will be Full time, Monday through Friday 10:00 - 6:30pm CST
Compressed/Flexible: Not available
Telework: Not available, this is a remote position
Virtual: This is not a virtual position.
Position Description Title/PD#: Veterans Claims Examiner; PD37923A and PD37924A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or a 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process.

Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 06/15/2026.

GRADE REQUIREMENT: To receive CTAP selection priority, your grade level upon Reduction in Force must be at least GS-05, GS-07 with promotion potential of at least GS-9.

MINIMUM QUALIFICATIONS: You may qualify based on your experience and/or education as described below:
GS-05 Grade Level:

• Specialized Experience: Applicants must have three years of progressively responsible experience, one year of which was equivalent to at least the GS-04. General experience is defined as experience that demonstrates the ability to: (1)Analyzing problems to identify significant factors, gather pertinent data; and recognizing solutions; (2)Planning and organizing work; (3)Communicating effectively orally and in writing.
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: 4 year course of study leading to a bachelor's degree

GS-07Grade Level:

• Specialized Experience: Applicants must have one year of specialize experience equivalent to at least the next lower grade in the normal line of progression (GS-5). Specialized experience for this position is defined as: Counseling individuals about federal, state, or local benefits by explaining legal provisions, regulations, or decisions to a variety of audiences.
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: 1 full year of graduate level education or superior academic achievement.

Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information.
Volunteer Experience: 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; religions; 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.
Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.
Physical Requirements: The work is primarily sedentary. The EBS will be required to talk for long periods of time, which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Extensive use of a computer and a telephone with a headset is required.

How you will be evaluated

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

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

• Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Self Management: Sets well defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
• Oral communication: Expresses ideas and facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to others; facilitates an open exchange of ideas.
• Problem Solving: Identifies and analyzes problems; uses sound reasoning to arrive at conclusions; finds alternative solutions to complex problems; distinguishes between relevant and irrelevant information to make logical judgements.
• Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. 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.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Attention to Detail
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management

The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

To apply for this position, you must provide a complete Application Package to include the documents detailed below. Resumes may not exceed two pages and must be legible for review of eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume and supporting documentation will be verified. Failure to submit the documents as specified may result in loss of consideration for this job announcement.

• Resume
  • Contact Information:
    • Name and how best to contact you, including email address and phone number
  • Relevant Work Experience:
    • For each relevant work experience, make sure you include:
      • Job Title and Employer (including series and grade for any Federal positions)
      • Start and end dates with month/year (e.g., 05/2019 - 08/2022)
      • The number of hours you worked per week
    • Ensure work experience descriptions are aligned with the job announcement and address all required qualifications. Brief descriptions should demonstrate your ability to perform the tasks at the required level as stated in the job announcement
  • Education/Certification/ Licensure:
    • When relevant or required for the position, include your possession of education/ certification/license and provide any required documentation such as transcripts, and/or details (type and date) of certifications and/or licenses
      • Education information should include:
        • Name of school/institution
        • Completion date
        • Degree type
        • Cumulative Grade point average (GPA)
  • Optional Details:
    • When relevant, include:
      • Current Security Clearance
      • Job-related training
      • Language skills
      • Organizations and affiliations
      • Professional publications
      • Eligibility for special programs (e.g., military spouses, individuals with disabilities, etc.)
• Current Federal Employees:
  • Your most recent APPOINTMENT SF-50. The most recent 1XX or 5XX SF-50 proving status. This SF50 should identify your appointing legal authority, position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
  • Your SF-50 reflecting when you entered your highest grade and step (e.g. Within Grade Increase, Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
• Current VBA Employees: If you are seeking a reassignment/change to lower grade, you must submit a copy of your most recent appointment SF-50 and an SF-50 that reflects when you entered your highest grade and step as described above.
• Your official notice from the VA to support your CTAP eligibility
• Copy of your most recent Annual Performance Appraisal
• Transcripts if you are using education to qualify

Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

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