Entitlements & Pay Contact Specialist - Remote

DFAS; City of Rome (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

DFAS Customer Care Center handles inbound calls from customers seeking entitlements and pay information, delivering accurate guidance in a timely manner. As a Contact Representative, you respond to inquiries in a high‑volume, high‑stress environment with sensitivity to security and privacy concerns.

The role emphasizes researching customer records, applying applicable regulations, and explaining financial matters to customers, while ensuring accuracy and compliance in each interaction.

Qualifications

• Generalized experience is demonstrated by progressively responsible clerical/office work.
• Specialized experience for GS-05 involves researching information in automated systems to resolve issues.
• Specialized experience for GS-06 involves applying pay regulations and researching accounts to identify discrepancies.

Responsibilities

• Respond to inquiries in a high-stress environment with sensitive entitlements/pay content.
• Provide timely, courteous, accurate information to customers.
• Use automated systems and databases to locate records and explain information.
• Communicate status and discrepancies in customer accounts to customers.

Skills

Researching information in automated系统

Verbal and written communication

Customer service under pressure

Education

GS-04: 2+ years education substitute General Experience

GS-05: 4 years education substitute Specialized Experience

GS-06: 6 months graduate education substitute

Job description

DFAS Customer Care Center handles inbound calls from customers seeking entitlements and pay information, delivering accurate guidance in a timely manner. As a Contact Representative, you respond to inquiries in a high‑volume, high‑stress environment with sensitivity to security and privacy concerns.

The role emphasizes researching customer records, applying applicable regulations, and explaining financial matters to customers, while ensuring accuracy and compliance in each interaction.