Contact Representative (Call Center)

About the role

Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need.

What you will do

• Duties described below reflect the full performance level of GS-06.
• Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature.
• 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.

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. GS-06 Substitution of Education for Experience: Six months of graduate education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled.

Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements when the education is directly related to the position being filled. 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

How you will be evaluated

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on 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 The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies.

You must meet or exceed the cut score to be considered.

You will not be considered for the position if you score below the cut score or fail to complete the assessment. 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.

Your application will be evaluated and rated under the Category Rating and Selection Procedures. We will review your resume and supporting documentation 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: Best Qualified Category - Exceeds the minimum qualification requirements and demonstrates a high level of proficiency in the job-related competencies based on the answers to the occupational questionnaire.

Highly Qualified Category - Exceeds the minimum qualification requirements and demonstrates proficiency in some of the job-related competencies based on the answers to the occupational questionnaire. Qualified Category - Meets the minimum qualifications as described in the Qualifications section of this announcement.

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.

You can preview the Assessment Questionnaire here:*** Criminal History Inquiries - If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer.

If you believe you were asked about your criminal history improperly, contact the agency @ ***.

Documents you must provide

• A two-page maximum resume is required.
• Applicant guidance on the two page resume requirement may be found at: Learn more about the new resume requirements.
• Complete initial Eligibility Questionnaire: Your resume must demonstrate the quality of your work as it relates to the experience requirements outlined in the job announcement.
• The following supporting documents are ONLY required if applicable to your personal qualifications or status.
• Transcripts/Certifications: All applicants to include current employees/contractors, must submit proof of education if the position requires education to meet the basic qualification requirements, or if substituting education to meet specialized experience requirements.
• For additional information on acceptable documents, visit Transcripts and Certifications.
• Applicants must also document education and/or certifications in their resume.
• Cover Letter: You may submit a cover letter which will be forwarded to the selecting official if referred.
• Cover letters will not be used to verify qualifications or determine eligibility.
• 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 may impact your eligibility for referral.
• For more veterans' information please click here.
• You must submit a copy of your DD-214, Certificate of Release or Discharge from Active Duty", showing the dates of active duty service, type of discharge and the character of service.
• Alternatively, If you are a current military member in active duty service and do not have a copy of your DD-214, you must submit a written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date of application.
• The certification must include your rank, dates of active duty service and the expected condition of discharge.
• If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the presence of service-connected disability and indicating the percentage of disability If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference.
• ICTAP Eligibles: You must submit a Separation-Reduction in Force (RIF) SF-50; a RIF Notice showing separation within the past year (or declining a management directed reassignment outside the commuting area, or a Termination of Disability Notice from OPM) and most recent performance appraisal.
• Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level.
• You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility.
• Click here to obtain a copy of the Military Spouse PPP Self-Certification Checklist.
• Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified.
• You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility.
• Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.
• Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified.
• You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for preference.
• Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.
• Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified.
• You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for preference.
• Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.

What to expect next

Application of Veterans Preference: The Category Rating method protects the rights of veterans by placing them ahead of non-preference eligibles within each category.

Preference eligibles 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.

All information included in the resume and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be further evaluated by information provided in the Occupational Questionnaire.

If, after reviewing your resume and/or supporting documentation, a determination is made that you have misrepresented your qualifications and/or experience, you may lose consideration for this position and, if you're already an employee, you may be subject to disciplinary action up to and including removal from Federal service.

Additional information

Moving expenses will not be paid. This position is not covered by a bargaining unit. This position is Non-Exempt from the Fair Labor Standards Act.

Accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. Telework availability will be based upon the mission requirements and supervisory determination.

We may use this announcement to fill additional vacancies within 90 days of the closing date. Travel requirement is Seldom (1-24%). 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, Males born after 12-31-59 must be registered or be exempt from Selective Service (see ***).

Interagency Career Transition Assistance Program (ICTAP) Priority Consideration: If you are a displaced Federal Civil Service employee and attain a rating of at least 80, 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. Drug Testing: Not Required Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. The Security Designation will vary and dependent upon position and may require a secret clearance or higher.

Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn.

Individuals selected are required to obtain/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. Criminal History Inquiries- For some positions, criminal history inquiries may not take place before you receive a conditional job offer.

Please see Fair Chance to Compete for Jobs Act of 2019 (dfas.mil) for more information on The Fair Chance to Compete Act, exceptions, and DFAS contact information. All applicants are encouraged to apply electronically. If you are unable to apply online, you may contact *** for assistance.

Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level.

PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only.