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Job Title:Customer Service Representative
Department:Department of Defense
Agency:Defense Finance and Accounting Service
Job Announcement Number:D-DFAS-657993-12
$35,066.00 to $45,583.00 / Per Year
Tuesday, May 08, 2012 to Thursday, May 17, 2012
SERIES & GRADE:
Full Time - Permanent
3 vacancy(s) - Indianapolis, IN United StatesView Map
WHO MAY BE CONSIDERED:
United States Citizens
DFAS' mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information.We take pride in serving the men and women who defend America. DFAS is seeking goal-oriented people who like a challenge and care about serving our country. We offer rewarding careers in finance, accounting, information systems, contracting services, human resources, clerical work and many other areas. For more information visit www.dfas.mil
Vacancy Information: This position is located in Defense Finance and Accounting Service, Debt Managment Division, Indianapolis, Indiana.
This position is being announced using the USA Staffing Application Manager system. Please click the How to Apply tab for instructions on applying for this position.
U.S. Citizenship or National
Suitable for Federal Employment
Registered for Selective Service (if applicable)
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Responds to phone calls and emails from customers who have a debt, including out of service members, civilians, and military retirees/annuitants to explain options for debt resolution, debt management rules and regulations.
Research and resolve debt cases related to a wide variety of situations including travel settlements, bankruptcies, payment plans, deceased member accounts, incarcerated member accounts, credit bureau reporting, customer locator functions, general account inquiries, lost payment research, debt protests, tax certificate and W-2 issues.
Coordinate with other Department of Defense (DoD) and Defense Finance and Accounting Service (DFAS) organizations and entities regarding customer debt situations.
Prepare and review payment plans involving reviewing financial information submitted by a customer (e.g. payment plan worksheets, bank statements and promissory notes).
Processes paperwork to create refunds and debt write-offs in an automated financial system.
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One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Specialized experience is defined as: Applying regulations, policies and procedures governing pay, billing and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay, billing and other types of financial procedures; interpreting technical materials; conveying options and resolving problems within automated financial systems.
Examples of qualifying specialized experience include: Applying regulatory guidance to answer inquiries regarding payroll, entitlements, deductions, billing and invoices; Answering complex financial inquiries from a diverse customer population that have been forwarded from less experienced representatives; reading and interpreting financial policies to explain procedures to customers; navigating across multiple financial systems or databases to locate relevant customer account information.
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: Six (6) months of graduate education may be substituted to meet the specialized experience requirement when education is directly related to the position being filled. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements. If you are using education to substitute for specialized experience, you must submit transcripts (official or unofficial) or some form of proof of your education. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education. Failure to provide documentation at the time of processing, or a determination that you do not possess sufficient education and experience to meet the total qualification requirements, will result in an ineligible rating.
Background or Security Investigation: This is a non-critical sensitive position. Employment in this position requires a background investigation which may delay your starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed or undisclosed background issues, the employment offer may be withdrawn. Individuals selected for this position are required to obtain and maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.
HOW YOU WILL BE EVALUATED:
Your application will be evaluated and rated under the Category Rating and Selection Procedures. We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. Please follow all instructions carefully. Errors or omissions may affect your rating. Eligible candidates will then be placed for selection consideration into 3 categories as described below:
1. Qualified Category. Meets the minimum qualifications and demonstrates minimum experience and/or training only based on responses to occupational questionnaire.
2. Highly Qualified Category. Meets the minimum qualification requirements and demonstrates full-performance level experience based on responses to occupational questionnaire.
3. Best Qualified Category. Meets the minimum qualification requirements and demonstrates experience as an expert in the field or recognized as a senior specialist, team lead, etc.
Application of Veterans Preference: The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligible's who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. A selecting official may make selections from the highest quality category (Best Qualified) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied.
The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies:
Fundamentals and Operations of Finance - Research and analyze information related to accounting, auditing, budgeting or other financial management activities to ensure the accuracy of transactions.
Mathematical Reasoning: Skill in mathematical computations to compute discounts and interest, and to balance and reconcile/audit financial data.
Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
Computer Literacy: Demonstrates skill in using job-relevant information systems and/or software applications, such as word processing, spreadsheets, automated research tools, database applications, and the Internet.
Oral Communication: Demonstrates ability to clearly and effectively articulate, present, and promote varied ideas and issues (to include sensitive or controversial topics) before a wide range of audiences. Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; seeks/generates and evaluates alternative perspectives/solutions; makes timely/effective recommendations, based on potential implications of findings or conclusions. Critically evaluates to identify the causes of problems, and chooses courses of action that balance the interests of the mission and stakeholders
DFAS recognizes the value of competencies gained through formal education and professional certifications. To ensure that consistent credit is given for these credentials in the selection process DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series. Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications.
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Competitive wages, flexible schedules and one of the most comprehensive benefits packages found in either government or private sector. These extraordinary benefits encompass health, pay, work/life balance, growth & learning.
Moving expenses will not be paid.
Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment.
A one year probationary or trial period may be required.
We may use this announcement to fill additional vacancies within 90 days of the closing date.
Travel requirement may be Seldom (less than 15%).
Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, at http://www.dtic.mil/whs/directives.
Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a displaced Federal Civil Service employee and attain a rating of at least 85 or are placed into the middle quality level category of "Highly Qualified" under category rating procedures, you may be entitled to receive special priority selection under the ICTAP. For more information on ICTAP, click here ICTAP Guidance. NOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible.
HOW TO APPLY:
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To apply for this position, you must provide a complete Application Package. See required documents below.
Click ‘Apply Online' to create an account or log in to your existing USAJOBS account.
Follow the prompts to complete the assessment questionnaire and upload required documents.
Please ensure you click the Submit My Answers button to submit your application.
Applications must be received by the closing date of the announcement to receive consideration.
Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by clicking Apply Online in the vacancy announcement and re-selecting your resume and/or other documents from your USAJOBS account.
To fax supporting documents you are unable to upload, complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID657993. Fax your documents to 1-478-757-3144.
You are highly encouraged to submit your application package and complete your assessment questionnaire on-line. If you cannot apply online:
Click to view and print the assessment questionnaire View Occupational Questionnaire.
Print this 1203FX form to provide your response to the assessment questionnaire http://www.opm.gov./Forms/pdf_fill/OPM1203fx.pdf
You are limited to selecting 10 locations.
Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.
You must provide a complete Application Package which includes:
Résumé, you are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received and this may not be the resume which best reflects your qualifications for the job and may result in an ineligible rating.) You may submit your resume by: attaching in your USAJobs account; uploading in your Application Manager account; OR faxing.
Complete Assessment Questionnaire
Other Supporting Documents
The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement or at the time of application if applying to an announcement with an extended closing date.
1. Transcripts and/or Certifications: You must submit documentation if you are substituting education for experience. Many applicants must also submit documentation for proof of meeting the basic education requirement. For additional information on acceptable documents, click here Transcripts and Certifications. You must also document your education and/or certifications in your resume.
2. Veterans Preference: If you are claiming veteran's preference, you MUST submit the appropriate documentation. Failure to do so WILL result in the loss of veteran's preference, and will possibly impact your placement on the certificate. For more veterans' information please click here.
10-Point Veterans' Preference: You MUST submit a signed SF-15, "Application for 10-Point Veterans' Preference" plus the proof as required by the SF-15. Click here for a copy of the SF-15.
5-Point Veterans' Preference: You MUST submit a copy of your DD-214 which includes Character of Service (usually Member-4 copy). If you are currently active duty you may submit a Statement of Service letter; however it MUST include dates served, campaign medals awarded AND Character of Service.
3. Military Spouse Preference: Copy of spousal travel orders providing eligibility.
4. ICTAP Eligibles: A copy of the RIF separation notice and SF50 if available.
5. Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.
Failure to submit a complete application package including any required documentation by the closing date of the announcement, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration.
AGENCY CONTACT INFO:
HR Customer Care Center
Defense Finance and Accounting Service DEU
APPLY ONLINE OR BY FAX ONLY
SEE INSTRUCTIONS UNDER THE
HOW TO APPLY TAB, IN
WHAT TO EXPECT NEXT:
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The questionnaire will assess your qualifications for the job, and will be used to identify the best qualified applicants to be referred to the hiring manager for further consideration and possible interviews. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.
You will no longer need to call the HR Office to determine your application status. USAJOBS has added an alert setting to their system to drive status updates notification for applicants. You can elect to activate the proactive notification from your USAJOBS profile at any point during the application process to sign-up for automatic alerts when there are status changes for jobs to which you have applied.
It is the applicant’s responsibility to verify that information and documents entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.