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Full Job Description

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.

This announcement will be used to fill positions with an entry grade of GS-05 or GS-06 with a target grade of GS-06.

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.

Specialized experience at GS-05 is defined as: Applying regulations, policies and procedures for pay transactions to inform customers and explain financial matters/procedures and solve problems within automated systems.

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.

Specialized experience at GS-06 defined as: Applying regulations, policies and procedures for pay transactions to inform customers and explain financial matters/procedures, solve problems within automated system; and researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions.

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. Major Duties:

• Duties described below reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-05 will be developmental in nature.
• Receives and answers telephone inquiries concerning functions related to any one (or a combination) of the following: Accounts Payable, Retired and Annuitant Pay, Military Pay, Civilian Pay, Garnishments, and/or myPay.
• Safeguards Personally Identifiable Information (PII) by verifying identity of incoming callers.
• Interviews the caller to obtain necessary information to assess the issue and determine action required for resolution.
• Attempts to eliminate misunderstandings, erroneous information and dissatisfaction discovered during the course of the call by explaining process steps, timelines and decisions or outcomes of the inquiry.
• Incumbent consults regulations, policies and procedures sufficient to explain pay, billing and other types of financial procedures; referencing various technical materials; conveying options and resolving problems within automated financial systems.