Contact Representative (Customer Service Representative)

Social Security Administration; California (MO); On-site; USD 48,000 - 68,000; Full time

Job summary

The Social Security Administration announces vacancies to be filled under Direct Hire Authority. Positions require eligibility as U.S. citizens with the CAIP interview process for qualification. Telework may be available under agency policy, but this is not a virtual position.

Applicants must meet qualification requirements by the closing date; GS levels specify experience at GS-4/GS-5 equivalents with example duties in records, inquiries, and benefits. Part-time prorating applies as described.

Qualifications

• GS-5 level requires 1 year of specialized experience at the equivalent to the GS-4 level in the Federal Service; examples include handling legal or medical records, documents or benefit/financial accounts, applying laws and guidelines.
• GS-6 requires 1 year of specialized experience at the equivalent to the GS-5 level; examples include researching rules/policies and interviewing to resolve problems.
• GS-7 requires 1 year of specialized experience at the equivalent to the GS-6 level; examples include applying Federal/State laws to evaluate eligibility or explaining provisions to diverse groups.
• Part-time work is prorated in crediting experience.

Responsibilities

• CAIP INTERVIEW PROCESS: Applicants must pass a panel interview after eligibility determination to be fully qualified; interviews may be via video conferencing if feasible.

Job description

Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001), open to all U.S. citizens. Selections made under this bulletin will be processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA, Veterans Preference and the "Rule of Many" do not apply. NOTE: Telework may be available in accordance with agency policy. This IS NOT a virtual position.

All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:

GS-5: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records, documents or benefit/financial accounts which involve applying laws, rules or regulations and written established guidelines and procedures (e.g., basic accounting, accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.

GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules, policies, procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.

GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; OR (2) Explaining legal or medical provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds. Please include examples of your experience within your resume for each position held.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.

SELECTIVE PLACEMENT FACTOR

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.