Customer Service Analyst

Full Job Description

This position is located at the National Visa Center (NVC) in Portsmouth, NH. NVC is organized within the Office of Domestic Operations, Visa Services Office, Bureau of Consular Affairs (CA/VO/DO).

CA/VO/DO is responsible for planning and support for a wide range of issues, including program planning, contracting, human resources, budget, training and special projects.

TO LEARN MORE ABOUT CONSULAR AFFAIRS VISIT: https://www.state.gov/about-us-bureau-of-consular-affairs/ Applicants must meet all the required qualification requirements described below by the closing date of this announcement.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following: Experience reviewing existing, proposed, and new legislation as well as trends service demand requiring changes to processes which may impact the customer experience and the delivery of government, non-government, or private sector service information to customers.

Experience identifying, analyzing, evaluating, and recommending a wide range of initiatives designed to improve the effectiveness and efficiency of current customer service or customer experience practices.

Experience presenting about consular or immigration services processing at outreach events to key contacts within the stakeholder groups such as attorneys, universities, and immigration organizations.

Experience coordinating with policy-making offices to verify, confirm, and validate the latest guidance regarding consular or immigration services processing to ensure all outgoing scripts contain accurate information.

There is no substitute of education for specialized experience for the GS-13 position. Major Duties:

• The incumbent works closely with the National Visa Center (NVC) Director and other senior staff to oversee and monitor contracted service providers to ensure compliance with the contract.
• Provides principal technical review, expertise, and oversight of NVC written communications services primarily to and from the public.
• Serves as the technical point of contact for Immigrant Visa (IV) inquiries and provides authoritative interpretation of IV processes, policy, procedures, and practices to a dedicated team responsible for inquiries from Congressional offices.
• Serves as a Government Technical Monitor (GTM) with responsibility for monitoring and overseeing technical performance on assigned aspects of various contracts administered by NVC.
• Coordinates with policy-making offices to verify, confirm, and validate that NVC has the latest guidance regarding IV processing policies and priorities in order to make sure all outgoing scripts contain accurate information.