Contact Representative

About the role

This is an Indian Preference position. You will serve as a Contact Representative GS-0962-5/6/7 at the Bureau of Trust Funds Administration, BTFA Trust Operations - Field Group in Albuquerque, NM. There are 6 Vacancies available.

Salary Range Information (Per Annum): GS-05: $41,178-$53,531 GS-06: $45,901-$59,671 GS-07: $51,007-$66,311

What you will do

• Position Overview This position helps people understand and manage their financial trust accounts.
• You will be part of a team that provides clear information, answers questions, and helps individuals access the money or records they need.
• Much of your day will involve talking with beneficiaries, listening closely to their concerns, and guiding them through steps or forms with patience and care.
• You will review and process financial documents to make sure records are complete and accurate.
• This includes checking information, entering updates, and helping fix errors when they appear.
• You will also keep trust account files organized and protected so they remain complete and easy to use over time.
• A key part of this job is working with others.
• You will regularly connect with Tribal offices, federal staff, and local partners to share information, solve problems, and support beneficiaries.
• You may help gather records, prepare requests, and assist with outreach activities in the community.
• This work is important because it supports the long-term financial wellbeing of Tribal Nations and individual account holders.
• Whether you join at an entry level or at the full performance level, you will receive training and support to learn the processes, tools, and systems needed to grow in this role.
• Some of the major duties you will perform include but are not limited to the following: Answers telephone calls, greeting visitors, and directing them appropriately.
• Conducts interviews to determine nature of the request and responds to questions from internal and external stakeholders.
• Researches and takes the necessary action to respond to routine inquiries and problems in a professional and satisfactory manner.
• Documents and tracks beneficiary contacts in a BTFA provided system.
• Assists with compiling, posting and disseminating outreach announcements and documents to educate beneficiaries.
• Provides guidance to beneficiaries seeking support in the completion of standard forms for the purpose of submitting claims for trust fund disbursements.
• Explains policy, procedures, and processes to prepare forms and documents to support beneficiaries' access to their tribal and Individual Indian Money (IIM) accounts.
• Research federal, state, or tribal laws, regulations, policies, and procedures to evaluate eligibility of benefits.
• Duties will be developmental in nature when filled below the full performance level.
• Bargaining Unit Status: This position is covered by a Collective Bargaining Agreement.
• Applicants selected for this job will receive information about their bargaining unit rights during onboarding.
• INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (25 USC 5116 (reclassified from 472)).
• Verification Form BIA 4432 must be submitted with the application if claiming Indian Preference.
• Indian preference eligibles may be appointed under the Excepted Service Appointment Authority Schedule A, 213.3112(A)(7).

Requirements

• Must be a U.S. Citizen or National.
• Appointment subject to background investigation and favorable adjudication.
• Males born after 12-31-59 must be registered for Selective Service.
• Direct Deposit participation required.
• Successfully pass the E-Verify employment verification check.
• To learn more, visit ***
• Must have and maintain a valid driver's license throughout employment.
• You are required to complete training, obtain and maintain a government credit card with travel and purchase authority.
• As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which your fitness and whether your continued employment advances the public interest will be evaluated.
• Individuals appointed under Indian Preference in the excepted service (Schedule A, 5 CFR 213.3112(a)(7)) generally serve a two-year trial period (one year if veteran preference eligible).
• This probationary period is an extension of the appointment process and therefore requires the agency to determine if continued employment would advance the public interest, meet the organization goals and mission of the agency, and/or otherwise promote the efficiency of the service.
• In determining if your employment advances the public interest, the agency will 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.
• Under applicable law, the employment of an individual serving a probationary or trial period automatically terminates when that period ends unless the agency affirmatively certifies, in writing, that the individual's employment should continue and that their appointment should be finalized.
• In the absence of agency action to affirmatively certify continued employment beyond the probationary or trial period, such appointments are terminated.
• Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

You must submit a copy of your transcript(s) to support claimed education if substituting education for experience.

Transcripts must include your name, school name, grades, credit hours earned, major(s), grade point average or class ranking, and date the degree was conferred, if applicable. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not qualified for the position.

Unofficial transcripts are acceptable, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs.

Recognition of Foreign Qualifications | U.S. Department of Education. ***

How you will be evaluated

Your qualifications will be evaluated based on your application materials (e.g. resume, supporting documents), the responses you provide on the application questionnaire, and the result of any additional assessment(s) required for this position. Your resume must not exceed 2 pages.

Only the document submitted as the "Resume" under the Documents section will be used to determine your qualifications/eligibility and for rating purposes. In the event you submit more than one resume, only the latest submission will be reviewed. Candidates will be rated and ranked using Category Rating procedures.

These procedures place candidates with veteran's preference above non-preference eligibles within each category. Veterans with a service-connected disability of at least 10 percent are listed in the highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher.

Under Category Rating, candidates will be rated and ranked into the following categories: Best Qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors and are highly proficient in all requirements of the job and can perform effectively in the position Well Qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors and are proficient in most of the requirements of the job Qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors and are proficient in some, but not all of the requirements of the job.

You will be assessed in the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork In addition to the application and application questionnaire, this position requires successful completion of the USA Hire Assessment, if required.

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.

Current or former displaced Federal employees who are surplus, displaced, or involuntarily separated have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP).

To be considered under CTAP/ICTAP, you must be well-qualified, score at least 85 (i.e., meet the minimum qualification requirements, including any selective placement factors; education, and experience requirements), and be able to perform the duties of the position upon entry.

Providing false or misleading information on your resume or supporting documentation may result in removal from consideration or other action consistent with applicable federal hiring regulations. Applicants who include vulgar, offensive, or inappropriate language or information in their application package will be ineligible for further consideration for this position.

Documents you must provide

• Resume which includes a list of all significant jobs held and duties performed, with dates in month-year format (include month/day/year format if needed for 52 weeks of experience), and indicate hours worked per week (or full-time).
• Your resume must clearly show how long you have held each grade/rank.
• Resumes must not exceed two single-sided pages and resumes longer than two pages will not be accepted.
• The minimum font size is 10-point for all body text.
• All resumes must maintain a minimum 0.5-inch margins on all sides to ensure readability and prevent excessive content compression.
• Including supplemental pages or attachments disguised as resume extensions are prohibited and will not be reviewed to determine your eligibility/qualifications.
• Your 2-page resume must contain information sufficient to make a valid determination that you fully meet the specialized experience requirements.
• If you have federal experience, you should include series, and grade for each position held, and if experience is part of a career ladder position, you must clearly distinguish the job duties and length of time working for each grade level.
• More information on how to write a Federal Resume: *** Complete All Required Assessments.
• All college transcript(s), if qualifying based on education.
• Please submit both undergraduate and graduate level transcripts, as applicable.
• Veterans Preference Documentation, if applicable.
• Veterans must submit a copy of your latest Certificate of Release or Discharge from Active Duty, DD-214 (member 4 copy) or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15.
• If you are a Disabled Veteran, Purple Heart Recipient, or Parent or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15.
• You may request a copy of your Department of Veterans Affairs letter from *** or call ***.
• If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active-duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
• Interagency Career Transition (ICTAP) and Career Transition Assistance Plan (CTAP): You MUST submit proof of eligibility including 1) copy of the agency notice, e.g., RIF Separation Notice, Notice of Proposed Removal, etc.; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal.
• To exercise selection priority, displaced or surplus Federal employees must be well qualified.
• For more information visit: USAJOBS Help Center - Career Transition Programs (CTAP, ICTAP, RPL).
• If you are claiming Indian Preference, you must submit a current and valid Form BIA-4432, Verification of Indian Preference for Employment.
• This form must be fully completed, signed, and issued by a federally recognized Tribal Nation or by the Bureau of Indian Affairs.
• Indian Preference can only be applied when the required documentation is provided with your application.
• BTFA is part of Indian Affairs; positions in Indian Affairs are eligible to apply Indian Preference under the Indian Reorganization Act and 25 CFR Part 5.
• Failure to submit any of the above-mentioned required documents will result in loss of consideration due to an incomplete application package.
• It is your responsibility to ensure all required documents have been submitted.
• Do not submit photographs with your application package.
• Documents with photographs may not be seen by hiring officials - you must remove your image from all documents.
• Do not upload Adobe portfolio documents.
• Adobe portfolio documents are not viewable by our agency's staffing offices.

What to expect next

Please refer to your USAJOBS account for application status; the Human Resources Office cannot respond to individual status inquiries. Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position.

After the evaluation is complete, you will receive another notification regarding the status of your application. You can find your path with the Department of Interior at *** Any exaggeration of your experience, false statements, or attempt to conceal information may disqualify you for employment consideration.

We may verify all information you provide in your resume and questionnaire responses, through reference and/or background checks, and/or verification of your education. If you are selected, you will be contacted personally by the Human Resources Office posting this announcement.

Additional information

Additional vacancies may be filled using this job announcement. Promotion to the full performance level is neither guaranteed nor implied and will be based solely on your ability to satisfactorily perform the work of the position, existing work at the higher grade level, and recommendation by the position's supervisor.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. If otherwise eligible and qualified, you may be offered a recruitment or relocation incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed.

For information visit: Recruitment Incentive or Relocation Incentive. A continued service agreement may be required if it is determined you are eligible for a permanent change in duty station (PCS), recruitment, or relocation incentive.

All Department of Interior (DOI) employees, their spouses, and minor children may not acquire or retain any claim, permit, lease, small tract entry, or other rights granted by the Department in Federal lands, with limited exceptions. Additional ethics prohibitions can be found here, ***

The duties of this position are suitable for telework and you may be allowed to telework with supervisor approval.