Supervisory Veterans Service Representative (Coach).

Veterans Benefits Administration; Albuquerque (NM); On-site; USD 70,000 - 90,000; Full time

Job summary

Veterans Benefits Administration seeks a Supervisory Veterans Service Representative (Coach) to lead a Veterans Service Center team responsible for informing veterans and dependents about benefits and guiding claims through processing.

The role requires strong supervision, collaboration with VSOs, and adherence to VA rules and labor agreements to ensure timely adjudication and excellent service. Strong supervisory and communication skills are essential.

Qualifications

• Specialized experience required at GS-12 or higher for GS-13.
• Candidate must be a U.S. Citizen.
• Probationary period of one year.
• Background/suitability checks and CBTS training may be required.

Responsibilities

• Directs, plans, and assigns work priorities for subordinates and has final technical authority over the final work product.
• Advises division/manager on daily operations and workload management to achieve VA benefits program goals.
• Liaises with Veterans Service Organizations and other agencies to facilitate cooperative efforts benefiting veterans.
• Supervises personnel, conducts performance evaluations, addresses complaints, and takes disciplinary actions as needed.
• Provides oversight for higher-level inquiries to ensure proper adjudication of claims.
• Maintains labor/management relationships and fulfills personnel management duties per laws and regulations.

Skills

Team leadership

Staff supervision

Claims processing knowledge

Communication

Liaison

Job description

Benefits

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) division through a staff of personnel responsible for providing information, advice, and assistance on all types of Veterans benefits claims administered to veterans and their dependents and for providing outreach services to various stakeholders. Specific duties include:

• Directs, plans, and assigns work priorities for subordinates, demonstrates expertise in all phases of claims processing, and has final technical authority over the final work product.
• Advises the division manager or assistant division manager on the daily operation of assigned team(s) (e.g. performance and workload management), in order to achieve goals and objectives of VA benefits programs as they relate the division.
• Liaises with other government and non-government agencies such as Veterans Service Organizations (VSO) to facilitate cooperative efforts/exchanges in programs benefiting veterans.
• Responsible for supervising personnel (e.g. issues supervisory instructions, evaluates subordinate performance, hears and resolves employee complaints, effects disciplinary actions, identifies training needs, and conducts interviews to include making recommendations for position appointments, promotions, or reassignments).
• Provides oversight when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated.
• Maintains effective labor/management relationships and accomplishing personnel management duties in accordance with applicable laws, policies, labor/management agreement, and employment opportunities, laws, directives, and regulations.

Duties

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) division through a staff of personnel responsible for providing information, advice, and assistance on all types of Veterans benefits claims administered to veterans and their dependents and for providing outreach services to various stakeholders. Specific duties include:

• Directs, plans, and assigns work priorities for subordinates, demonstrates expertise in all phases of claims processing, and has final technical authority over the final work product.
• Advises the division manager or assistant division manager on the daily operation of assigned team(s) (e.g. performance and workload management), in order to achieve goals and objectives of VA benefits programs as they relate the division.
• Liaises with other government and non-government agencies such as Veterans Service Organizations (VSO) to facilitate cooperative efforts/exchanges in programs benefiting veterans.
• Responsible for supervising personnel (e.g. issues supervisory instructions, evaluates subordinate performance, hears and resolves employee complaints, effects disciplinary actions, identifies training needs, and conducts interviews to include making recommendations for position appointments, promotions, or reassignments).
• Provides oversight when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated.
• Maintains effective labor/management relationships and accomplishing personnel management duties in accordance with applicable laws, policies, labor/management agreement, and employment opportunities, laws, directives, and regulations.

Work Schedule

Full time, Monday through Friday; 6:00 AM - 4:00PM

Compressed/Flexible

Available

Telework

This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position.

Virtual

This is not a virtual position.

Position Description/PD#

Veterans Service Representative, 02101A

Relocation/Recruitment Incentives

Not Authorized

Financial Disclosure Report

Not required

Bargaining Unit

No

Requirements

Conditions of employment

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the Agency;
• whether your continued employment would advance organizational goals of the Agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Additional Conditions Of Employment Are As Follows

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary or trial period
• Subject to background/security investigation
• Required to attend an 8 week training session, which may require travel.
• VSR Skill Certification required at the GS-10 level
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• You will be required to participate annually in the VBA approved Competency Based Training System (CBTS), consistent with assessment requirements outlined in Public Law 112 154.
• Selectees are required to serve a one-year supervisory probationary period if not previously completed in a Federal position.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:10/29/2026.

TIME-IN-GRADE REQUIREMENT

As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.

• For a GS-13 position you must have served 52 weeks at the GS-12 grade level.
• If you are a current VBA employee seeking reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 grade level (or higher) and the promotion potential of your current position must be at least GS-13.

The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50. Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information.

Specialized Experience

To qualify at the GS-13 grade level: pplicants must have one (1) year of specialized experience equivalent to the next lower grade level (GS-12). Specialized experience is defined as experience evaluating the quality and timeliness of service provided by teams and serving as a technical lead of work involving the development, examination adjustment, reconsideration, or authorization of the settlement of claims filed by Veterans, their dependents, or beneficiaries.

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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Full vs. Part-Time Employment

Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.

Physical Requirements

The work normally involves mental rather than physical exertion. The work is mostly sedentary; however, there may be some walking, standing, and carrying of light items.

Education

There is no education substitution at this grade level.

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Career Transition Assistance Plan (CTAP)

provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at

Placement Policy

The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

Veterans and Transitioning Service Members

Please visit the

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP),

This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on grating reasonable accommodation will be on a case-by-case basis.

For more information on the "Who may apply" eligibility requirements, please refer to the

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.