Contact Representative (Call Center)

Defense Finance and Accounting Service•Indianapolis, IN

About The Position

The Defense Finance and Accounting Service (DFAS) Customer Care Center responds to customer inquiries and requests by phone, providing courteous and professional service and consistent, accurate information in a timely manner. The Contact Representative handles inquiries in a high-stress, high-volume environment involving sensitive information related to entitlements and pay processes. The role provides information about entitlements, invoice payments, discrepancies, and statuses. It uses automated systems and databases to research records and customer accounts, consult procedures and guidelines, explain information, provide status updates, and identify inaccuracies or discrepancies. Duties are developmental when the position is filled below the full performance level. This announcement may be used to fill current and anticipated vacancies. Positions may be permanent or term, with a full-time or part-time schedule. Pay varies by geographic location. The position requires a background investigation and favorable security determination; security designation may vary and may require a secret clearance or higher. Travel is seldom, and telework is limited to rare, case-by-case circumstances when leadership determines it serves a compelling DoD need.

Requirements

Must be a U.S. citizen.
Must be suitable for Federal employment and obtain and maintain a favorable security determination for a sensitive position.
Must be registered for Selective Service if a male born after December 31, 1959.
GS-04: One year of generalized experience equivalent to GS-03, such as progressively responsible clerical, office, or other work demonstrating ability to acquire relevant knowledge and skills; qualifying education substitution may apply.
GS-05: One year of specialized experience equivalent to GS-04 researching information in an automated system to provide verbal and written responses resolving customer issues; qualifying education substitution may apply.
GS-06: One year of specialized experience equivalent to GS-05 applying pay transaction regulations, policies, or procedures to inform customers, explain financial matters or procedures, or solve problems in automated systems, and researching customer accounts and financial guidance to identify discrepancies or suggest solutions; directly related graduate education or equivalent education-and-experience combinations may substitute.
Submit education transcripts when education is the basis for qualification; foreign education must be supported by an equivalency evaluation when required.

Responsibilities

Respond to inbound customer phone calls courteously and professionally in a high-volume, high-stress environment.
Provide timely and accurate information about entitlements, invoice payments, account discrepancies, and action statuses.
Use automated systems and databases to search records and customer accounts.
Consult procedures and guidelines to identify and explain information to customers.
Provide status updates and identify inaccuracies or discrepancies in customer account information.