Supervisory Insurance Specialist

Veterans Benefits Administration•Philadelphia, PA

About The Position

This position serves as the Assistant Director, Insurance Operations, and is responsible for administering and managing the Insurance Claims Division and the Policyholders Services Division within the Philadelphia Insurance Center. The role oversees daily operations, provides technical guidance on insurance claims and benefits, evaluates program effectiveness, and manages staff and operational resources. The position requires applying complex facts and conflicting documentation to procedures, statutes, and case law; directing a nationwide toll-free customer service center; and analyzing program operations and technologies. The incumbent keeps Insurance Service leadership informed about operational changes and their effects on other benefit programs, and responds to Congressional, White House, and other special inquiries. The position is primarily office-based, with occasional travel potentially required for training, meetings, or customer interactions.

Requirements

One year of specialized experience equivalent to GS-14 or higher, including managing a diverse program governed by laws, rules, regulations, policies, and procedures; planning, organizing, directing, controlling, reviewing, and applying judgment to tasks; compiling and analyzing technical and legal information to make decisions and resolve problems; and communicating information orally or in writing to stakeholder groups.
For current or former Federal employees subject to the time-in-grade requirement, 52 weeks at the GS-14 level for a GS-15 position by the announcement closing date.
U.S. citizenship.
Selective Service registration for males born after December 31, 1959.
Ability to complete required background/security investigation and online onboarding, including employment eligibility verification.
Ability to serve a one-year supervisory probationary period; a probationary or trial period may also be required.
Ability to meet pre-employment identification requirements. Effective May 7, 2025, a driver's license or state-issued identification card that is not REAL ID compliant cannot be used as acceptable employment identification.

Responsibilities

Oversee daily operations of the Insurance Claims Division and the Policyholders Services Division, making decisions under delegated authority that affect operations and benefit eligibility.
Apply complex facts and conflicting documentation to procedures, national and state statutes, and case law.
Provide direction on customer service principles for a nationwide toll-free telephone customer service center.
Provide technical guidance on claims authorizations, benefits information, and other program-benefit activities.
Participate in researching and evaluating new technologies for nationwide programs.
Analyze and evaluate whether programs and operations are meeting established goals and objectives.
Conduct studies, surveys, research, and analysis concerning operations that may significantly affect the program and its participants.
Keep the Director, Deputy Director, and other Assistant Directors of Insurance Service informed about changes in the Insurance Claims and Policyholders Service Division and their effects on other benefit programs and VA-administered programs.
Provide timely responses to Congressional, White House, and other special inquiries concerning benefits, and maintain records systems.
Manage personnel actions, including filling vacancies, evaluating and reviewing employee performance, and taking disciplinary actions.
Forecast workload by subunit and function to plan and budget for adequate staffing, space, equipment, and training while accounting for budget constraints and technological changes.