Customer Service Representative

Rividium•Alexandria, VA

About The Position

RiVidium Inc. (dba TripleCyber) is seeking a Customer Service Representative to serve as the point of contact for the ECC line to address inquiries using NFC, HR Connect, and the automated time and attendance system (WebTA/Paycheck8). This role involves providing data related to leave and pay inquiries, such as pay rate, WIGI due date, salary deductions, Leave and Earnings Statement (LES) line items, transaction codes (TCs), EPP access, monthly allotment start and stop dates, state tax deduction accuracy, Old Age, Survivor and Disability Insurance (OASDI) deductions, leave categories, biweekly/annual pay cap, and non-pay status. The representative will research inquiries using agency guidance, including the internal website, intranet, policy guidance, and careers website, and apply this information to thoroughly respond to customers. They will also educate customers on where to find information on the intranet and handle general compensation and benefits and other OHR-related inquiries. This includes questions about biweekly pay dates, resources for life insurance, health benefits election determination, and guidance on accessing EPP, eOPF, or HR Connect. Complex inquiries will be routed to the appropriate OHR designated Points of Contact. The role also involves forwarding inquiries to BB or CB Specialists for non-routine cases, processing and forwarding forms, printing and providing W-2s and LES upon request, and delivering internal mail. The representative will inform employees about automated self-service options like EPP, HR Connect, e-OPF, and the agency intranet. Additionally, the role requires completing Employment and Salary and Wage Verification forms, Professional Liability Insurance Reimbursement requests, Public Service Loan Forgiveness forms, and OPM Investigation forms. Processing Voluntary Employee Organization (VEO) memberships/deductions and responding to routine payroll questions are also key responsibilities.

Requirements

Associate’s degree or BA/BS degree in Human Resources, Business or related field or equivalent experience.

Nice To Haves

Ability to process voluntary employee organization (VEO) memberships
Ability to handle general compensation and benefits and other human resources questions.
Knowledge of federal government rules, regulations, processes, and procedures.
Knowledge of HR Connect, Employee Personal Page (EPP) and other federal government systems.

Responsibilities

Serve as the point of contact for the ECC line to address inquiries using NFC, HR Connect, and the automated time and attendance system (WebTA/Paycheck8).
Provide data related to leave and pay inquiries, such as pay rate, WIGI due date, salary deductions, LES line items, transaction codes (TCs), EPP access, monthly allotment start and stop dates, state tax deduction accuracy, OASDI deductions, leave categories, biweekly/annual pay cap, and non-pay status.
Research inquiries per agency guidance (utilize agency’s internal website, intranet, agency policy guidance, and agency careers website, etc.) and apply researched information to thoroughly respond to inquiries.
Educate customers on where to find information on the intranet.
Handle general compensation and benefits and other OHR-related inquiries.
Route unusual or complex customer inquiries to the appropriate OHR designated Points of Contact in accordance with CBD guidance.
Forward inquiries to BB or CB Specialists for assistance for non-routine, complex cases within 1 business day.
Receive payroll, benefits, and personnel forms and forward, within 1 business day, to the appropriate CBD contractor.
Print and provide, within 1 business day, via email and mail, employees’ Wage and Tax Statement (W-2) and their LES from the NFC Reporting Center, upon request.
Deliver, scan and forward OHR/CBD internal mail at least once daily (NLT – 4:00pm) and validate through manifest.
Make employees aware of the use of automated self-service options including: EPP, HR Connect, Electronic Personnel File (e-OPF), and agency intranet.
Complete an average of 30-45 Employment and Salary and Wage Verification forms per month within 2 business days of receipt.
Complete an average of 15-20 Professional Liability Insurance Reimbursement requests within 2 business days of receipt, to include updating internal tracking system.
Complete an average of 15-25 Public Service Loan Forgiveness forms per month within 2 business days of receipt.
Receive an average of 10 OPM Investigation forms and route requests to ERD for completion within 1 business day of receipt.
Process Voluntary Employee Organization (VEO) memberships/deductions requests by employees in NFC.
Respond to customer inquiries using applicable Sops, Quick Reference Guides (QRGs), USPTO policies, and applicable USPTO union agreements to determine appropriate response and/or advice/ course of action.
Answer routine questions related to payroll processing such as when a payroll document will be processed and questions about deductions being withheld.