Job summary

Who may apply: This announcement is open to current, permanent DFAS employees in the competitive service and current DFAS VRA employees in the local commuting area and eligible DoD PPP Military Spouse preference applicants.

Major duties

Serves as Work Leader by providing individual and team training in specific tasks and job techniques and provides on-the-job training in accordance with established procedures and practices. Provides updates to the supervisor on work progress and identifies training needs of the team. Handles higher level calls that are escalated from Customer Service Representatives. Answers team member’s questions concerning work processes and procedures, policies and directives. Identifies, distributes, and balances workload and tasks to team members in accordance with established workflow, and assures timely accomplishment of the assigned workload.

Qualification

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-6) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: applying financial regulations, policies and procedures to research customer issues; develop solutions and explain regulations and outcomes to customers; resolving customer inquiries in a call center environment; interpreting technical materials; resolve problems within automated financial systems; recommend improvements to workflow efficiency. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-7, applicants must have served 52 weeks as a GS-6 or higher in the Federal service. 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.

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. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Evaluations

IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING. All information included in the resume and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be further evaluated based upon information you provided in the Occupational Questionnaire. If a determination is made that the work experience described in your submitted resume does not support your responses to the self-assessment questionnaire, your score may be reduced, and you may lose consideration for this position. If you are already a DFAS employee, you may be subject to disciplinary action, up to and including removal from Federal service, if you are found to have exaggerated, embellished, inflated, mischaracterized, or falsified your resume or qualifications. The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies: Communication Concepts, Policies, and Principles of Finance Customer Service Leading People Problem Solving You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/12609867