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Contact Representative (Customer Service Representative) - Pathw
YAKIMA WA 98902
Category: Manufacturing
  • Your pay will be discussed at your interview

Job code: lhw-e0-90610811

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Social Security Administration

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Summary

  Job posted:   Wed Jun 6, 2018
  Distance to work:   ? miles
       
  2 Views, 0 Applications  
 
Contact Representative (Customer Service Representative) - Pathw
* Duties
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## Duties
### Summary
This position is 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. Three or more positions may be filled.
This position is located in the Yakima Field Office at 801 Fruitvale Blvd. Yakima, WA.
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.
Learn more about this agency
### Responsibilities
* All qualification requirements must be met by the closing date of the announcement.
* 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
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* Requirements
Help
## Requirements
### Conditions of Employment
* U.S. Citizenship required
* Must have a qualifying degree or certificate
* 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
* Selective Service Registration, if applicable (www.sss.gov)
### Qualifications
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.
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.
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.
**Important Note**: Your resume MUST indicate the specific number of hours worked per week for each position you have held. This is required no matter how long you have been in the position. Additionally, your resume must indicate both a beginning and ending date for each position you have held. Your beginning and ending dates must include at least a month and year.
**NOTE**: You should not use a range of hours (i.e., 20-30) to indicate the number of hours worked per week. Part-time work is pro-rated in crediting experience (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months experience).
**SELECTIVE PLACEMENT FACTOR:**
Meet and Deal Panel 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. 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. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.
### 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:** 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 www.sss.gov.
Participants serving on appointments for more than 90 days may be eligible for coverage under the Federal Employees Health Benefits program.
Read more
### How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Applicants will be evaluated for basic eligibility only. The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation may be compared to your responses to the occupational questionnaire, which is designed to capture the qualification requirements for this position. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.
Qualified applicants will be placed in categories according to veterans' preference status:
1. 10-point preference eligible veterans with a compensable service-connected disability rating of 10 percent or more;
2. Other 10-point preference eligible veterans
3. 5-point preference eligible veterans
4. Veterans eligible for Sole Survivorship Preference
5. All other applicants
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### Background checks and security clearance
##### Security clearance
Public Trust - Background Investigation
* Required Documents
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## Required Documents
You must submit supporting documentation by the closing date of the vacancy announcement to qualify for the Recent Graduate Program and claim certain types of preference.
**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.
**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 an Application for 10-Point Veterans' Preference (SF 15) **and** the required documentation specified on the reverse of the 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.
#### 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
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## 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.
* How to Apply
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## How to Apply
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume
2. Transcript(s)
3. The Occupational Questionnaire
4. Additional Required Documents, if applicable (see Required Documents section)
The complete Application Package must be submitted before midnight (EST) on 06/22/2018.
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 contact Crystal Pearce-Charles at crystal.pearce-charles@ssa.gov or (206) 615-2098.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
Due to our security procedures, our office will not accept 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.
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### Agency contact information
### Crystal Pearce-Charles
##### Phone
(206) 615-2098
##### Email
crystal.pearce-charles@ssa.gov
##### Address
Region X Area 1
701 Fifth Avenue
Seattle, WA
US
Learn more about this agency
### Next steps
Once you have successfully submitted your application materials, you can expect to receive a 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.
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* Fair & Transparent
## Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
### Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
* Equal Employment Opportunity (EEO) for federal employees & job applicants
Read more
### Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
* An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
* An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
* An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Read more
#### Legal and regulatory guidance
* Financial suitability
* Social security number request
* Privacy Act
* Signature and false statements
* Selective Service
* New employee probationary period
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/501281800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
*Open & closing dates:* 06/04/2018 to 06/22/2018
*Salary:* $33,394 to $37,223 per year
*Pay scale & grade:* GS 5 - 6
*Work schedule:* Full-Time - Flex Time. Alternate work schedules may be available.
*Appointment type:* Recent Graduates

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