Missouri - US Full Time 2 months ago

Duties

As a Customer Service Representative(CSR), you will contribute to the Agency’s mission by:

  • Answering unscreened calls for continuous periods of time on SSA’s national 800 number;
  • Providing quality customer service in a fast-paced, high call volume environment;
  • Conducting interviews to determine the nature of the call;
  • Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively;
  • Providing information on SSA’s policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution;
  • Determining eligibility for programs administered by SSA;
  • Using automation tools to access and update information; and
  • Delivering service to customers within agreed service levels and established performance standards.

Requirements

Conditions of Employment

  • U.S. Citizenship required
  • Selective Service Registration, if applicable. (www.sss.gov)
  • Fingerprinting and background and/or security investigation required
  • Job offers are contingent on fingerprinting and background / security investigation results
  • Selectees are required to serve a 1-year probationary period
  • Must pass Competency Assessment Interview Process
  • Selectees are required to complete a 11-13 week technical training class
  • Relocation expenses will not be paid
  • As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19. See Additional Information section.
  • Selections are contingent on the availability of funds.

Qualifications

All qualification requirements must be met by the closing date of the announcement.

You may qualify at the GS-5 grade level (starting salary $36,575)if you possess one of the following:

A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data.
(Your resume must fully support these responses; otherwise, you will be found ineligible); OR

B.Completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor’s degree, etc.).; OR

C.A combination of successfully completed education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.
Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

You may qualify at the GS-6 grade level (starting salary $40,771)if you possess 52 weeks of full-time specialized experience, equivalent to the GS-5 grade level in the Federal service researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information.
(Your resume must fully support these responses; otherwise, you will be found ineligible)

Substitution of education in lieu of specialized experience may not be used for this grade level.

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.

NOTE:Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

SUBSTITUTING EDUCATION:If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you mustprovide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution mustbe deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant’s responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

Foreign Education:If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at the step one unless they have prior federal experience with no break in service.

Selective Service:If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

COVID-19 Vaccination Requirement:As required by Executive Order 14043, Federal employees must be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 no later than November 22, 2021 and submit documentation of vaccination by November 23, 2021 OR shortly after appointment or onboarding with SSA, if this occurs after November 22, 2021. At the time of selection, SSA will provide additional information regarding what documentation you must provide and how you can request a legally required exception from this requirement.

UPDATE ON COVID-19 VACCINATION REQUIREMENT
To ensure compliance with an applicable nationwide preliminary injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

RESUME: Your resume must provide specific details as to how your experience meets the qualifications for this position. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).

For additional information see: What to include in your resume.

Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.

Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.

  • 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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include:

  • Ability to communicate orally using a variety of styles and techniques in a fast-paced environment.
  • Knowledge using and interpreting policies and procedures to assist others.
  • Ability to recognize, analyze, and solve a variety of problems.
  • Ability to communicate in writing.
  • Ability to operate computer equipment and use various software.
  • Skill in influencing others and gaining cooperation to achieve a desired result.

Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/11567217.

Your application will be evaluated under the
Category Ratingmethod, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of two categories:

1) Qualified Category – Candidates who meet the Minimum Qualification Requirements.

2) Well Qualified Category – Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.

Candidates eligible for veterans’ preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Well Qualified Category.

ICTAP candidates who meet the requirements for the Well Qualified category will be given selection priority.

  • 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.

    You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

    INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP):ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:

    • Proof of eligibility with your application. Such proof may include: A copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); AND
    • proof of your most recent performance rating of at least “fully successful” (Level III) or equivalent.

    For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

    VETERANS’ PREFERENCE:If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans’ Preference (SF 15). Applicants claiming derived preference must submit the SF-15, the Veteran’s DD-214 (to verify character of service) and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information, visit the Vet Guide.

    Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members’ military personnel offices, unit commanders, or higher headquarters. For more information visit the Vet Guide.

    Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse’s active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member’s service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.

    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

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

    • Your Resume
    • The Occupational Questionnaire
    • Transcripts (if using education to qualify – unofficial copies accepted)
    • Additional Required Documents, if applicable (see Required Documents section)

    The complete application package must be submitted by 11:59 PM (ET) on 08/12/2022.

    To begin the process, click the
    Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the
    Submit My Answers button at the end of the process.

    If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contactRyan Sells at
    816-520-2283orRyan.Sells@ssa.gov.

    Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

    Due to our security procedures, our office
    will notaccept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

    To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.

    Agency contact information

    Ryan Sells

    Phone

    816-520-2283

    Email

    Ryan.Sells@ssa.gov

    Address

    Region VII PSC

    Richard Bolling Federal Building

    601 East 12th Street

    Kansas City, MO 64106

    US

    Next steps

    Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.

  • Fair and Transparent

    The Federal hiring process is setup 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

You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP):ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:

  • Proof of eligibility with your application. Such proof may include: A copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); AND
  • proof of your most recent performance rating of at least “fully successful” (Level III) or equivalent.

For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

VETERANS’ PREFERENCE:If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans’ Preference (SF 15). Applicants claiming derived preference must submit the SF-15, the Veteran’s DD-214 (to verify character of service) and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information, visit the Vet Guide.

Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members’ military personnel offices, unit commanders, or higher headquarters. For more information visit the Vet Guide.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse’s active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member’s service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.

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.

Help

This job is open to

  • Career transition (CTAP, ICTAP, RPL)

    Federal employees who meet the definition of a “surplus” or “displaced” employee.

  • Military spouses

  • The public

    U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

N/A

We use cookies and similar methods to recognize visitors and remember their preferences. We also use them to measure ad campaign effectiveness, target ads and analyze site traffic. Learn more