Other

Duties

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.

Qualifications

Applicants must have 52 weeks of specialized experience at the GS-7 level or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. 1) Using a working knowledge Federal, State, or County laws, regulations, policies and procedures to evaluate eligibility or claims in a benefits program; 2) Explaining complex legal provisions and resolving issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile complex discrepancies and enter data into databases; and 4) responding to highly technical inquiries concerning benefit entitlement, benefit payments, etc. The following time-in-grade requirement must be met by the closing date of this announcement. Applicants must have 52 weeks at the GS-7 or higher. SELECTIVE PLACEMENT FACTOR: COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) 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. Applicants 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 CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible. NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

There is no substitution of education for experience at this grade level.

Other Information

This position is located in the following field offices: Waukegan, IL Pueblo, CO Oshkosh, WI Chicago (Lawndale), IL Council Bluffs, IA Coeur d'Alene, ID Medford, OR Madison, IN Kansas City (South), MO Kansas City (North), MO Portland, OR Cleveland (West), OH Durham, NC Mobile, AL In addition to the minimum qualifications, applicants must be eligible under the following category: Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-8 or above, and in the commuting area of the listed duty locations. In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection. This is not a career-ladder position; GS-8 is the full performance level. This is a bargaining unit position represented by the American Federation of Government Employees. Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov. Additional selections may be made for this vacancy six months from the closing date of this announcement. LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.