LEAD CUSTOMER SERVICE REPRESENTATIVE

Summary Defense Finance and Accounting Services (DFAS) mission is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Learn more about this agency Duties Distributes and balances the workload among employees in accordance with established requirements. Assures timely accomplishment of the assigned workload and assures each employee has enough work. Maintains documentation and production reports of daily workload and work accomplished. Instructs employee in specific tasks and job techniques. Provides on-the-job training in accordance with established practices and procedures. Maintains current knowledge and answers questions on procedures, regulations, policies, and directives. Requirements Conditions of employment U.S. Citizenship or National Background Investigation Suitable for Federal Employment Registered for Selective Service (if applicable) Obtain/MaintainFinancial Management Certification This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination. Qualifications Human Resources will determine your qualifications for each entry grade level based on your interest and the additional following criteria. Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume. Combinations of education and experience may also be sufficient. To be hired at the GS-7 entry grade level, applicants must minimally have: One year of specialized experience equivalent in level of difficulty and responsibility to that of a GS-06 within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Experience applying financial regulations, policies and procedures to research customer issues, developing solutions, and explaining outcomes to customers. Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement. The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements. For positions in a foreign country, that country's laws or international agreements may have a direct impact on the ability of an employee's same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, please address questions to the Human Resource point of contact listed on this vacancy announcement before applying for or accepting this position. Eligibility for foreign-area allowances such as Foreign Post Allowance and Living Quarter Allowance will be determined at the time of hire. US. citizens in Germany under ordinary resident status are not eligible to apply for appointment under Status of Forces Agreement (SOFA.) Candidates claiming Military Spouse Preference (MSP) or Family Member Preference (FMP) will be required to submit a copy of sponsor's permanent change of station orders authorizing movement of spouse/family member to the overseas command or other appropriated documentation that support the preference prior to appointment. Current permanent DFAS employees residing in the United States, its Territories or Possessions, who are selected through a formal competitive recruitment process for a lower grade position overseas may be afforded pay retention if their pay would otherwise be reduced. Pay retention may be granted to employees already in the overseas area if the recruitment efforts had been extended outside the overseas command involved and the individual selected will have to PCS. Locality rates of pay will not be used for pay setting. Tour of Duty will be for 3 years with possible extension of 2 years( for a total of 5 years). The DOD policy on overseas employment for civilian employees limits overseas tours to 5 years. Extensions beyond 5 years are designed to provide management flexibility to meet defined mission requirements that otherwise cannot be met. Case by case extensions beyond the 5-year limit may be granted in extremely rare situations. Execution of DD-1617, Transportation Agreement-Overseas Employee is required. Military Spouse Preference candidates selected will be placed on an overseas Excepted Indefinite appointment and will not be required to sign the DD-1617. Education Substitution of Education for Experience: One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements when the education is directly related to the position being filled. Additional information Moving expenses will not be paid. Telework availability will be based upon the mission requirements and supervisory determination. **This Job Opportunity Announcement is using an additional online assessment tool to evaluate applicants. Please review the HOW YOU WILL BE EVALUATED, HOW TO APPLY and WHAT TO EXPECT NEXT sections below for instructions. This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. Positions may be filled as permanent or term with a full-time or part-time work schedule. Pay will vary by geographic location. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period. Employment with DFAS means access to generous benefits such as: health, vision, and dental insurance, retirement benefits, paid time off, and educational benefits. This announcement will be used to fill positions with an entry grade of GS-07 with a target grade of GS-07. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A one year probationary period may be required. We may use this announcement to fill additional vacancies within 90 days of the closing date. Travel requirement is Seldom. This position is not covered by a bargaining unit. Veteran's Preference: Veteran's preference does not apply under this Direct Hire Authority (DHA). This position is Non Exempt from the Fair Labor Standards Act. This position requires you to obtain and maintain a Level 1 Certification under the DoD Financial Management (FM) Certification Program as a condition of employment. If you are selected, you will have to obtain this certification within two (2) years of your entry on duty in the position unless you are already in a position that requires a Level 1 Certification in which case you must complete the certification within the original 2-year period. Failure to become certified within the required time-frame may be grounds for removal from the position and/or from Federal service. Information about the DoD FM Certification Program is available at http://www.dfas.mil/dam/dfas/careers/pdf/DoDFMCertificationProgram.pdf. DFAS recognizes the value of competencies gained through formal education and professional certifications. To ensure that consistent credit is given for these credentials in the selection process DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series. Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications. Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov). Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, here). Expand Hide  additional information 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. 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.