Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

Social Security Administration • Vincennes, IN

12h • Onsite

About The Position

The Contact Representative (Customer Service Representative) provides assistance to Social Security beneficiaries and the general public in person, by telephone, or in writing. As a first point of contact, the representative explains Social Security laws, rules, regulations, and Medicare insurance programs; interviews people to identify their questions or issues; gathers facts and evaluates evidence; and takes action to resolve matters related to Social Security programs. The role also involves obtaining information to determine eligibility and entitlement for programs administered by the Social Security Administration (SSA), and using automation tools to access and update claims or potential-eligibility information.

This temporary position is located in the SSA Vincennes, Indiana Field Office. It is limited to one year, may be extended, and will not become permanent. Multiple work schedules of up to 40 hours are available; alternate work schedules are not available. Applicants must be ICTAP-eligible and within the commuting area of the selected duty location.

Requirements

• Must be eligible under ICTAP and located within the commuting area of the selected duty location.
• Must have 52 weeks of specialized experience equivalent to the GS-7 level or above, including comprehensive knowledge of laws, regulations, and written guidelines for SSA or related programs; use of automation tools and computer software to resolve or process a wide variety of actions; communication with large volumes of people from diverse socioeconomic backgrounds to resolve problems or provide guidance about program policies and benefits; and writing correspondence on multiple complex or technical issues.
• Must have 52 weeks at the GS-07 level or higher and meet the time-in-grade requirement by the announcement closing date.
• Must pass the Competency Assessment Interview Process (CAIP), demonstrating aptitude for dealing with the public, clarity of speech, listening ability, ability to establish confidence and put others at ease, and ability to organize and express thoughts clearly.
• Must be a U.S. citizen.
• Must provide proof of ICTAP eligibility.
• Must meet applicable Selective Service registration requirements.
• Must complete a required background and/or security investigation; job offers are contingent on its results.
• All qualification requirements must be met by the announcement closing date.
• Applicants must be well qualified under ICTAP; under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.
• No substitution of education for experience is permitted at this grade level.

Responsibilities

• Assist beneficiaries and the general public in person, by telephone, or in writing.
• Interview callers or visitors to determine the nature of their questions or issues.
• Explain technical information about SSA laws, rules, regulations, and Medicare insurance programs.
• Gather facts and evaluate evidence to resolve problems relating to SSA programs.
• Obtain information to determine eligibility and entitlement for programs administered by SSA.
• Use automation tools and computer systems to access and update claims or potential-eligibility information.
• Write correspondence responding to complex or technical issues.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed