Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

USAJOBS is seeking a Contact Representative for the Social Security Administration. The role involves providing direct service to the public, assisting beneficiaries with information regarding SSA laws and programs.

Responsibilities:

• Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public
• As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs
• This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility

Requirements:

• Proof of ICTAP eligibility required
• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Background and/or security investigation required
• Job offers are contingent on background / security investigation results
• All qualifications requirements must be met by the closing date of the announcement
• Applicants must have 52 weeks of specialized experience at the GS-7 level or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position
• Using a working knowledge Federal, State, or County laws, regulations, policies and procedures to evaluate eligibility or claims in a benefits program
• Explaining complex legal provisions and resolving issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds
• Using a computer to reconcile complex discrepancies and enter data into databases
• Responding to highly technical inquiries concerning benefit entitlement, benefit payments, etc
• Applicant must have 52 weeks at the GS-7 or higher
• The following time-in-grade requirement must be met by the closing date of this announcement
• 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
• There is no substitution of education for experience at this grade level
• In addition to the minimum qualifications, applicants must be eligible under the following category: Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-8 or above, and in the commuting area of the listed duty locations
• In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position
• Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position
• Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection
• This is not a career-ladder position; GS-8 is the full performance level
• Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law
• 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
• Knowledge of the laws, regulations, procedures and online services applicable to SSA
• Ability to use online technology, automation tools and web-based applications
• Ability to organize, prioritize and multi-task
• Ability to communicate orally
• Ability to communicate in writing