Contact Representative (Customer Service Representative) (Recent Graduates)

US Government Other Agencies and Independent Organizations Columbus, OH
* Duties

Help Duties Summary

The SSA Recent Graduates Program (Program) provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. Program participant(s) are placed in excepted service appointments, not-to-exceed 2 years.

Note: This position is being filled on a full-time basis. This is a 2-year developmental program. After successful completion of the program, you may be non-competitively converted to a term (not to exceed 1-4 years) or permanent appointment.

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

This position is located in the Columbus Ohio (North) Field Office at 1051 Worthington Woods Blvd, Worthington, OH 43085.

Additional selections may be made for this vacancy six months from the closing date of this announcement.

This is a career-ladder position leading to the GS-8 grade level.

Learn more about this agency

Responsibilities

All qualification requirements must be met by the closing date of the announcement.

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Travel Required

Not required

Supervisory status

No

Promotion Potential

8

* Job family (Series)

0962 Contact Representative

Similar jobs

* Customer Service Representatives

* Representatives, Customer Service

* Requirements

Help Requirements Conditions of Employment

* U.S. Citizenship required

* Must have a qualifying degree or certificate

* Security and/or background investigation required

* Job offers are contingent on background / security investigation results.

* Selectees are required to serve a trial period

* Relocation expenses will not be paid

* Selective Service Registration, if applicable (www.sss.gov)

* All qualification requirements must be met by the closing date of the announcement

Qualifications

To qualify for the Recent Graduates Program, applicants must have completed all requirements of an academic course of study leading to an associates, bachelor's, master's, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution within the 2 years preceding the closing date of this announcement. Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study.

FOR RECENT GRADUATE ELIGIBILITY: The transcript(s) or official letter from the registrar's office MUST include the date your degree or certificate was conferred. Applications will not be considered without this documentation. NOTE: Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.

Proof of education must be submitted with your application package and received by the closing date of the announcement.

Candidates must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors.

All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:

GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.

GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data into databases; and (4) responding to technical inquiries concerning benefit entitlement, benefit payments, etc.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.

SELECTIVE PLACEMENT FACTOR:

Meet and Deal Panel Interview: Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.

SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

Education

GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).

For GS-6/7: Substitution of education is not applicable at these grade levels.

COMBINING EDUCATION AND EXPERIENCE:

Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.

Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

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