Customer Service Representative
Responsibilities
- Responds to phone calls and emails from customers who have a debt, including out of service members, civilians, and military retirees/annuitants to explain options for debt resolution, debt management rules and regulations.
- Research and resolve debt cases related to a wide variety of situations including travel settlements, bankruptcies, payment plans, deceased member accounts, incarcerated member accounts, credit bureau reporting, customer locator functions.
- Research and resolve debt cases related to a wide variety of situations including general account inquiries, lost payment research, debt protests, tax certificate and W-2 issues.
- Coordinate with other Department of Defense (DoD) and Defense Finance and Accounting Service (DFAS) organizations and entities regarding customer debt situations.
- Prepare and review payment plans involving reviewing financial information submitted by a customer (e.g. payment plan worksheets, bank statements and promissory notes).
- Processes paperwork to create refunds and debt write-offs in an automated financial system.
- Duties will be developmental in nature when filled below the full performance level.
- Must be a U.S Citizen or National
- Background Investigation
- Registered for Selective Service (males born after 12-31-1959)
- Suitable for federal employment
- Obtain/Maintain Financial Management Certification
- 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.
Qualifications
One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
GS-05
I have at least one year of specialized experience equivalent to the GS-04 grade level in the Federal service researching accounts with debt by applying regulation, policies and procedures to respond to customers' debt request; present options and explain the process to resolve the debt; navigating across multiple financial systems or databases to locate relevant customer account information.
SUBSTITUTION OF EDUCATION FOR SPECIALIZED 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 requirement. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements.
One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
GS-06
I have at least one year of specialized experience equivalent to the GS-05 grade level in the Federal service applying regulations, policies and procedures governing pay, billing and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay, billing and other types of financial procedures; interpreting technical materials; conveying options and resolving problems within automated financial systems. Answering complex financial inquiries from a diverse customer population that has been forwarded from less experienced representatives.
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: Six (6) months of graduate education may be substituted to meet the specialized experience requirement when education is directly related to the position being filled. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements.
Volunteer Experience: Experience refers to 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). 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, including volunteer experience.
GS-05
I have at least one year of specialized experience equivalent to the GS-04 grade level in the Federal service researching accounts with debt by applying regulation, policies and procedures to respond to customers' debt request; present options and explain the process to resolve the debt; navigating across multiple financial systems or databases to locate relevant customer account information.
SUBSTITUTION OF EDUCATION FOR SPECIALIZED 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 requirement. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements.
One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
GS-06
I have at least one year of specialized experience equivalent to the GS-05 grade level in the Federal service applying regulations, policies and procedures governing pay, billing and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay, billing and other types of financial procedures; interpreting technical materials; conveying options and resolving problems within automated financial systems. Answering complex financial inquiries from a diverse customer population that has been forwarded from less experienced representatives.
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: Six (6) months of graduate education may be substituted to meet the specialized experience requirement when education is directly related to the position being filled. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements.
Volunteer Experience: Experience refers to 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). 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, including volunteer experience.