Company: US Other Agencies and Independent Organizations
Location: Pine Bluff, AR

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Job details
Salary

$34,916 – $56,222 a year

Job Type
Full-time
Part-time
Full Job Description

    Duties

    Summary

    This position is located in the Pine Bluff, AR Field Office at 3511 Market St
    Pine Bluff, AR 71601 .

    Additional selections may be made for this vacancy six months from the closing date of this announcement.

    This is a career-ladder position leading to the GS-8 grade level.

    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.

    Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller’s question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    8

  • Job family (Series)

    0962 Contact Representative

  • Requirements

    Requirements

    Conditions of Employment

    • 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
    • Selectees are required to serve a trial period
    • Relocation expenses will not be paid
    • Complete the initial online assessment and USA Hire Assessment, if required
    • Must have a qualifying degree or certificate
    • Must attend 13 week training class

    Qualifications

    To qualify for the Recent Graduates Program, applicants must have completed all requirements of an academic course of study leading to an associates, bachelor’s, master’s, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution within the 2 years preceding the closing date of this announcement. Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study.

    FOR RECENT GRADUATE ELIGIBILITY: The transcript(s) or official letter from the registrar’s office MUST include the date your degree or certificate was conferred. Applications will not be considered without this documentation. NOTE: Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.

    Proof of education must be submitted with your application package and received by the closing date of the announcement. Candidates must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors.

    All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:

    GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.

    GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

    GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data into databases; and (4) responding to technical inquiries concerning benefit entitlement, benefit payments, etc.

    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: Applicants will be required to participate in a structured panel interview to demonstrate an aptitude for meeting and dealing with the public. This interview will be administered/conducted utilizing the Competency Assessment Interview Process (CAIP).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. Candidates 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 Meet and Deal panel interview, you will not qualify for the job.

    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 must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be 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.

    GS-5: Successful 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.).

    For GS-6/7/8: Substitution of education is not applicable at these grade levels.

    COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.

    GS-5: 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.

    Additional information

    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. See http://www.sss.gov.

    The SSA Recent Graduates Program provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. Program participant(s) are placed in excepted service appointments, not-to-exceed 2 years.

    Note: This position is being filled on a full-time basis. This is a 2-year developmental program. After successful completion of the program, you may be non-competitively converted to a permanent appointment.

    Participants serving on appointments for more than 90 days may be eligible for coverage under the Federal Employees Health Benefits program.

    How You Will Be Evaluated

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

    You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.

    The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

    Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required

    No

  • Required Documents

    Required Documents

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

    1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

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

    2. Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar’s office MUST include the date your degree or certificate was conferred.

    3. Other supporting documents:

    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: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
    You must also submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

    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 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.

    IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans’ preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.

    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.

    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.

  • Benefits

    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. Learn 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.

Help

This job is open to

  • Recent graduates

    Individuals who have graduated from an accredited educational institute or certificate program within the last 2 years or 6 years for Veterans.

Clarification from the agency

U.S. Citizens and Recent Graduates Only