Contact Center Representative - Inbound jobs in District of Columbia

Duties

• Use retirement systems technology to answer and resolve customer inquiries received as written and/or electronic correspondence.
• Administers requested adjustments to annuitant records and benefits affecting payments and entitlements as well as items such as address and bank account changes, marital status and name changes, and tax withholding.
• Computes standard payment plans and/or authorizes special payment plans to assist customers in repaying debts due to the Government.
• Uses automated or other systems, to track cases and workloads assigned to the staff, monitoring location, current case status, and assignment.
• Responds to requests for general information about retirement and insurance benefits and expedite payments of survivor benefits to eligible widow(s).

Requirements

Conditions of Employment

• Must be a U.S. Citizen or National
• Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/Home/Registration)
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Complete the initial online assessment and USAHire Assessment, if required
• This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 32.

How You Will Be Evaluated

• Benefits

  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. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  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.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  To apply for this position, you must provide a complete Application Package which includes:

  • Your Resume showing the applicant's name, email address, work schedule, hours worked per week, dates of employment, and duties performed to include pay plan, series, and grade level for relevant federal experience. Your resume must show complete information for each job entry to support minimum qualifications.

  • Do not include the following types of information in your resume:
    • Classified or government sensitive information
    • Social Security Number (SSN)
    • Photos of yourself
    • Personal information, such as age, gender, religious affiliation, etc.
    • Encrypted and digitally signed documents

  • Other supporting documents:
    • Cover Letter, optional
    • College Transcript(s), if qualifying based on education
    • If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request including the Reasonable Accommodation Request Form found here.
    • Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.)
    • If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
    • If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference click here.
    • Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
    • Worker's Compensation Separation: Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
    • Disability Annuity Termination: Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
    • Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456: Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held.

  Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and the required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (EST)on 04/19/2024 to receive consideration.
  
  The application process is as follows:

  • Click the Apply Online button.

  • Answer the questions presented in the application and attach all necessary supporting documentation.

  • Click the "Submit Application" button prior to 11:59pm (ET) on the announcement closing date.

  • If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.

  • Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.

  • Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.

  • Set aside at least 3 hours to take the USA Hire assessments; however most applicants complete the assessment in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.

  • Your responses to the USA Hire assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically used.

  For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the use of USA Hire assessments, review the following resources:
  
  https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments
  
  To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application and click Edit My Application. This option will no longer be available once the announcement has closed.
  
  To view the announcement status or application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/ . Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
  
  You may preview the assessment questionnaire by clicking here: https://apply.usastaffing.gov/ViewQuestionnaire/12373800

  Agency contact information

  OPM Human Resources

  Phone

  202-606-9321

  Email

  jobs@opm.gov

  Address

  Retirement Services
  1900 E St., NW
  Washington, DC 20415
  US

  Next steps

  Once referred, you may be asked to complete a structured interview, written demonstration, and/or fit interview. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
  
  Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated. You will receive another notification about the status of your application.
  
  We expect to make a job offer within 40 days after the closing date of the announcement. After making a tentative job offer, we will conduct a suitability/security background investigation.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents