Company Information
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Company Name: Defense Finance and Accounting Service (DFAS)
Website: https://www.dfas.mil/

Job Information
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Job Title: Contact Representative
Job Type: Permanent
Job Description:
The DFAS Customer Care Center responds to inbound phone calls from customers
with inquiries and requests, courteously and professionally, while providing
a customer experience that offers consistent and accurate information in a
timely manner.
The Contact Representative's primary function is to respond to inquiries in a
high-stress environment involving high customer volume and sensitive content
related to the overall entitlements/pay processes.
Provides responses to inquiries typically related to entitlements, payment of
invoices, discrepancies in information, statuses, etc., and provides accurate
response to inquiries.
Uses various automated systems and databases to: search records and customer
accounts, procedures and guidelines to identify and explain information.
Provides status on various actions; and inaccuracies and discrepancies in
customer account information.



Requirements:
Conditions of Employment
Must be a U.S Citizen or National
Registered for Selective Service (males born after 12-31-1959)
Suitable for federal employment
This national security position, which may require access to classified
information, requires a favorable suitability review and security clearance
as a condition of employment. Failure to maintain security eligibility may
result in termination
New employees to the Defense Finance and Accounting Service will be required
to successfully pass the E-Verify employment verification check. To learn
more about E-Verify, including your rights and responsibilities, visit
e-verify.gov.
Qualifications

This announcement will be used to fill positions with an entry grade of GS-4,
or GS-5 with a target grade of GS-6.

For Bratenahl location, the minimum per hour rate for grade GS-4 is $18.04,
the maximum per hour rate is $23.45. The minimum per hour rate for grade GS-5
is $20.18, the maximum per hour rate is $26.23.

For Columbus location, the minimum per hour rate for grade GS-4 is $18.02,
the maximum per hour rate is $23.43. The minimum per hour rate for grade GS-5
is $20.17, the maximum per hour rate is $26.21.

Generalized Experience for GS-04: One year of generalized experience
equivalent in level of difficulty and responsibility to that of the next
lower grade (GS-3) within the federal service, which demonstrates the ability
to perform the duties of the position, is required. Generalized experience is
defined as: progressively responsible clerical, office, or other work that
indicates ability to acquire the particular knowledge and skills needed to
perform the duties of the position to be filled.

Specialized Experience for GS-05: One year of specialized experience
equivalent in level of difficulty and responsibility to that of the next
lower grade (GS-4) 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 and
other types of transactions sufficient to convey information to customers and
other interested parties; explain pay and other types of financial
procedures; convey options and resolve problems within automated systems.

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) is qualifying. Volunteer work helps build critical competencies,
knowledge, and skills and can provide valuable training and experience that
translates to paid employment. You will receive credit for all qualifying
experience.
Education
Substitution of Education for Specialized Experience is generally not
applicable above GS-05, but may be considered if it is directly related to
the position being filled.
GS-04 Substitution of Education for Experience: Two years of successfully
completed education above the high school level in any field for which high
school graduation, or the equivalent, is a prerequisite may be substituted to
meet the general experience required. Equivalent combinations of successfully
completed post-high school education and experience may be used to meet total
experience requirements.

GS-05 Substitution of Education for Experience: Four years of successfully
completed education above the high school level in any field for which high
school graduation, or the equivalent, is a prerequisite may be substituted to
meet the specialized experience required. Equivalent combinations of
successfully completed post-high school education and experience may be used
to meet total experience requirements.

Equivalent combinations of education and experience may be used to substitute
for the specialized experience requirement.

Official Transcripts: If the position you are applying for has a positive
degree requirement or education forms the basis for qualifications (i.e. you
would not qualify without the education obtained), you MUST submit
transcripts with your application.

Official transcripts are not required at the time of application outside of
what is outlined above; however, official transcripts must be verified PRIOR
to appointment.
An accrediting institution recognized by the U.S. Department of Education
must accredit education. Click here to check accreditation.
FOREIGN EDUCATION: Education completed in foreign colleges or universities
may be used to meet the requirements. You must show proof the education
credentials have been deemed to be at least equivalent to that gained in a
conventional U.S. education program. It is your responsibility to provide
such evidence when applying or prior to appointment as outlined above.
Qualifying education from colleges and universities in foreign countries must
be evaluated in terms of equivalency to that acquired in U.S. colleges and
universities. Applicants educated in whole or in part in foreign countries
must submit sufficient evidence, including transcripts, to an accredited
private organization for an equivalency evaluation of course work and degree.
You must provide a copy of the letter containing the results of the
equivalency evaluation upon request. Failure to provide such documentation
when requested will result in lost consideration.
For more information regarding evaluation of foreign education for federal
employment, please visit the U.S. Department of Education.




Resume Information
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Applicants should submit the following:: Resume
Majors Desired:: Business

Application Information
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Apply online at:: https://dfas.usajobs.gov/job/831860500