CONTACT REPRESENTATIVE (Call Center)

Defense Finance and Accounting Service • Indianapolis, IN

5d • Onsite

About The Position

Defense Finance and Accounting Service (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need. The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information. Provides status on various actions; and inaccuracies and discrepancies in customer account information.

Requirements

• Must be a U.S Citizen.
• Registered for Selective Service (males born after 12-31-1959)
• Must successfully pass the E-Verify employment verification check.
• One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required for GS-04.
• One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required for GS-05.
• One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required for GS-06.
• Researching information in an automated system to provide verbal and written responses that resolve customer issues.
• Applying regulations, policies, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems.
• Researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions.

Nice To Haves

• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment.

Responsibilities

• Respond to inbound phone calls from customers with inquiries and requests.
• Provide a customer experience that offers consistent and accurate information in a timely manner.
• Respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
• Provide responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc.
• Use various automated systems and databases to search records and customer accounts, procedures and guidelines to identify and explain information.
• Provide status on various actions and inaccuracies and discrepancies in customer account information.

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: Entry Level
• Education Level: No Education Listed