Contact Representative (Call Center)

US-Defense-Finance-and-Accounting-Service; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

Defense Finance and Accounting Services (DFAS) seeks candidates for entry grades GS-04, GS-05 or GS-06 with a target grade of GS-06 to perform pay and accounting duties in a federal setting.

Telework is limited and provided only on a rare case-by-case basis when agency leadership determines a compelling DoD need. The role emphasizes researching information in automated systems to resolve customer issues and explaining financial procedures.

Qualifications

• Generalized Experience for GS-04: one year of generalized experience equivalent in level of difficulty to the next lower grade.
• Specialized Experience for GS-05: one year of specialized experience equivalent in level of difficulty to GS-04.
• Specialized Experience for GS-06: one year of specialized experience equivalent in level of difficulty to GS-05.
• Specialized experience includes applying regulations or procedures for pay transactions and researching accounts to resolve issues.
• Volunteer experience is credited toward qualifications.

Responsibilities

• Research information in automated systems to provide verbal and written responses that resolve customer issues.
• Explain financial matters and procedures to customers and inform them of relevant regulations.

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-04, GS-05 or GS-06 with a target grade of GS-06.

Generalized Experience for GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

Generalized experience is defined as: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

Specialized Experience for GS-05: 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 is defined as: researching information in an automated system to provide verbal and written responses that resolve customer issues.

Specialized Experience for 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.

Specialized experience is defined as: applying regulations, policies, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems; and researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or 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.