LEAD CONTACT REPRESENTATIVE

Full Job Description

This job announcement uses the USA Hire Assessment to evaluate applicants. For more information, visit USA Hire Assessment.

This announcement will be used to fill positions with an entry grade of GS-06, or GS-07 with a target grade of GS-07.The minimum salary for grade GS-06 is $45,409, the maximum salary is $59,031.

The minimum salary for grade GS-07 is $50,460, the maximum salary is $65,599.

GS-06: 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 Specialized experience is defined as: responding to customer inquiries regarding pay or financial accounts or using financial systems to research and resolve common customer problems.

GS-07: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

GS-07 Specialized experience is defined as: providing guidance to coworkers on financial policies and procedures or applying financial regulations to research and resolve complex customer issues.

Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement.

To be considered for the GS-6, applicants must have served 52 weeks as a GS-5 or higher in the Federal service.

To be considered for the GS-7, applicants must have served 52 weeks as a GS-6 or higher in the Federal service.

** The effective date of your SF-50 must reflect that you will meet the 52-week time in grade requirement within 30 days of the announcement closing.

** You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Major Duties:

• Provides individual and team training in specific tasks and job techniques, and provides on-the-job training in accordance with established procedures and practices.
• Answers team member’s questions concerning work processes and procedures, policies and directives.
• Identifies, distributes, and balances workload and tasks to team members in accordance with established workflow, and assures timely accomplishment of the assigned workload.
• Receives and answers telephone inquiries and handles higher level calls that are escalated from Customer Service Representatives.
• Uses various automated systems and databases to search records and customer accounts, identify and explain information; provide status, and identify relevant regulations and policies to resolve customer problems and general inquiries.
• Duties will be developmental in nature while performing below the full performance level (GS-7).