Bilingual Program Specialist

National Cemetery Administration • Saint Louis, MO

7d • Onsite

About The Position

This position is located at the NCA Scheduling Office in St. Louis, Missouri. The position serves as a Bilingual Program Specialist within the Department of Veterans Affairs (VA), National Cemetery Administration (NCA), Field Programs, National Cemetery Scheduling Office in St. Louis, MO. The incumbent serves as the primary contact for the Veteran and their representative and acts as the first contact for burial in Va National Cemeteries nationwide.

Requirements

• Must have the ability to type at least 40 words per minute.
• Must possess and maintain a valid REAL ID compliant state driver's license.
• Subject to a background/security investigation.
• Designated and/or random drug testing may be required.
• Selective Service Registration is required for males born after 12/31/1959.
• You may be required to serve a probationary period.
• You must be a U.S. citizen to apply for this job.
• Selected applicants will be required to complete an online onboarding process.
• One year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Subject Matter Expert in scheduling. Assisting new agents in roles. Utilizing word processing, spreadsheets, databases, and software to manage information. Utilizing e-mail to draft correspondence, summarizing the facts of an issue as well as options for resolution. Processing incoming and outgoing materials such as e-mails, instant messaging, correspondence, reports, memoranda, and other forms of written communication. Operating a computer to enter changes, extract information, and interpret automated data processing screens using automated systems in response to inquiries from customers. Engaging in active listening and explaining specific information to include any pertinent policies, laws, and regulations to meet the customer's service request. Responding to and addressing customer needs and resolving complaints and concerns within the employee's control.
• Ability to read, write, and speak fluently in both Spanish and English.

Nice To Haves

• Master's or equivalent graduate degree or two full years of progressively higher level graduate level education leading to such a degree or LL.B. or J.D., if related which demonstrates the knowledge, skills, and abilities necessary to do the work of this position.
• Combination of education and experience to qualify at the GS-09 level.

Responsibilities

• Counsels Veterans, dependents, funeral homes, and beneficiaries via telephone regarding burial and memorial benefits and has substantive knowledge of VA, NCA and MPS services and benefits.
• Answers incoming calls as the primary method of contact and responds to various methods of contact in processing customer related requests.
• Thoroughly researches, reviews, and analyzes Veteran information for verification of internment.
• Reviews discharge documents to interpret characterization of military service information to include, type of service, character of discharge and other critical service indicators.
• Monitors the Electronic Fax (eFax) intake portal for the NCSO.
• Prepares applications for burial and memorial services based on information provided by funeral directors, Veterans, family members, next of kin, national cemetery representatives, or other authorized representatives.
• Explains the types of documents necessary to facilitate timely processing of burial and memorial service requests, as well as other VA benefits.
• Assists Veterans and family members with obtaining and completing documents and forms, in accordance with the type of claim submitted and refers callers to applicable resources or agency for support.
• Utilizes independent judgment and discretion to advise Veterans, beneficiaries, and dependents on available options and encourages them to fully utilize benefits.
• Utilizes independent judgement and discretion to review legal documents to determine qualifying service to validate service eligibility.
• Ensures all committal and memorial services are scheduled and transferred in accordance with cemetery regulations.
• Provides ongoing operational support to various individuals and groups within the NCSO to achieve greater efficiencies and to support management goals, mission effectiveness, and program accomplishment.
• Leverages knowledge and experience to coach, mentor, and assist junior Program Specialists.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level