This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Ombudsman Specialist GS-301-11/12 (All Sources)

Department:Department Of Education

Agency:Federal Student Aid

Job Announcement Number:FSA-2013-0015

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$62,467.00 to $97,333.00 / Per Year

OPEN PERIOD:

Wednesday, November 14, 2012 to Wednesday, November 28, 2012

SERIES & GRADE:

GS-0301-11/12

POSITION INFORMATION:

Full-time - Permanent

PROMOTION POTENTIAL:

12

DUTY LOCATIONS:

1 vacancy - District Of Columbia County, DC, USView Map

WHO MAY APPLY:

The area of consideration for this position is "All Recruiting Sources"-All qualified U.S. citizens. Announcement FSA-2013-0018 is open concurrently with an area of consideration of "Federal Agencies" for status candidates. Applicants with non-competitive eligibility (i.e. VEOA, Sch. A, etc.) should also apply under announcement FSA-2013-0018.

JOB SUMMARY:

Join our Team! Federal Student Aid (FSA) is Funding America's Future, One Student At A Time.  Our Vision: To be the most trusted and reliable source of student financial aid, information and services in the nation

This position is located in the U.S. Department of Education, Federal Student Aid, Customer Experience, Ombudsman Group. The incumbent will have extensive contact with student loan borrowers and others by conducting outreach, resolving borrower concerns and informing the public about the Ombudsman's services. In addition, the incumbent analyzes student loan borrower data and provides management with recommendations for improvements to Federal Student Aid programs.

KEY REQUIREMENTS

  • Relocation Expenses will not be paid
  • Drug Testing (if applicable)
  • Must complete a Background Investigation and fingerprint check
  • Must complete a One-year Probationary Period
  • Must be a U.S. citizen

DUTIES:

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Works directly with student aid recipients, specifically student loan borrowers, to resolve concerns related to student loans.  Researches customer concerns, works with institutions of higher education, lenders, loan service agencies and guaranty agencies to resolve borrower concerns and identify options to achieve case closure.  Authors letters to customers relaying detailed and complex information ensuring that letters are professional, accurate, complete and appropriate to the audience.

 

Provides coverage of Ombudsman public telephone line, performs initial Ombudsman case intake and listens to callers who are at times difficult to manage to ensure they know they have been heard, and that the Ombudsman Group will assist in identifying options.  Documents these calls in the Ombudsman Case Tracking System (OCTS) completely, such that the incumbent or other Ombudsman specialists can proceed with data gathering, research, analysis and case resolution.

 

Analyzes case information and provides management with recommendations to improve FSA programs.  Recommends possible approaches and strategies to resolve customer concerns.  Conducts detailed analyses of complex functions and work processes of broad administrative or technical programs and makes recommendations for improvement in the effectiveness and efficiency of work operations.

 

Performs statutory, regulatory and procedural research through review of web-based materials, ED regulations, laws and other available sources.  Identifies required changes to the Ombudsman Case Tracking System and the Ombudsman internal and external websites.

 

Executes, participates in and assists staff/management with special projects related to Ombudsman casework, administration, outreach, policy analysis, etc. as assigned by Ombudsman management. Identifies articles for the monthly Federal Student Aid Ombudsman Newsletter.  

 

 


QUALIFICATIONS REQUIRED:

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(GS-11)

 

Three academic years of graduate education. OR A doctoral or equivalent degree. OR All qualified candidates must have one year of specialized experience equivalent to the GS-9 level in federal service.

 

 

Examples of such experience include: 

 

Facilitating resolution for federal student loan borrowers who are in repayment or default; communicating verbally or in writing regarding all aspects of the federal Title IV program; working with borrowers in all aspects of the student aid life cycle; participating in program studies and analyses of operations to identify opportunities for improvement; conducting paperwork and records management studies; performing analyses of workflow, operations, work processes and procedures, cost and equipment usage; preparing initial work plans; drafting reports; identifying problems and making recommendations for problem resolution; researching, reviewing, and integrating narrative information and statistical data; monitoring and tracking budgets and expenditures; comparing administrative reports and correspondence with established guidelines and policies; developing, revising and implementing automated work procedures; and analyzing automation requirements.

 

 

(GS-12)

 

All qualified candidates must have one year of specialized experience

equivalent to the GS-11 level in federal service.

 

Examples of such experience include: 

 

Facilitating resolution for federal student loan borrowers who are in repayment or default; communicating  verbally or in writing regarding all aspects of the federal Title IV program; working with borrowers in all aspects of the student aid life cycle; 

reviewing program plans to ensure that requirements are met; explaining regulatory and legal requirements; providing information and explanations to resolve problems; negotiating agreements; reviewing program operations; conducting surveys; developing program requirements; establishing and revising operating procedures; reviewing program operations; providing technical assistance; developing publications or web pages; reviewing policies, directives, and reports; undertaking analyses of administrative services; preparing responses to correspondence; performing budget and financial analysis; an maintaining management information systems.


SELECTIVE FACTOR:

  

Experience working with lenders and servicers and guaranty agencies and private collection agencies to facilitate resolution for federal student loan borrowers who are in repayment or default.

 

CANDIDATES WHO DO NOT MEET THE SELECTIVE FACTOR WILL AUTOMATICALLY BE FOUND INELIGIBLE FOR THIS POSITION.

 

 

APPLICANTS MUST MEET QUALIFICATION REQUIREMENTS BY THE CLOSING DATE OF THIS VACANCY ANNOUNCEMENT.

HOW YOU WILL BE EVALUATED:

 Applicants are expected to possess the Knowledge, Skills and Abilities (KSAs) listed below to qualify for this position. These KSAs are addressed in the self-assessment questionnaire that you will complete for this announcement. You do not need to respond separately to the KSAs listed below. Your answers to the on-line experience questions will serve as responses to the KSAs. Your application will be evaluated based on your ability to demonstrate the following knowledge, skills, and abilities/competencies (KSAs):

 

1. Ability to research, analyze and interpret information related to all aspects of the Federal Student Aid, Title IV program for problem resolution.

 

2. Ability to communicate orally and in writing, including skill in explaining complex information in a manner easily understood by the general public.

 

3. Skill and training in conflict management and resolution.

 

4. Ability to work as part of high performing team accomplishing the mission of the office while simultaneously completing other assignments.

 

5. Knowledge of laws, policies, regulations and precedents related to Federal student aid Title IV program.

 

 

 

Category Rating WARNING! High self-assessment in the vacancy questions that is not supported by information in your resume, essay responses, and/or supporting documents may eliminate you from best-qualified status or result in a lowered score. Your responses to the vacancy questions must be substantiated by your on-line resume. Be sure that the experience/education as described on your resume contains accurate and sufficient information that clearly supports your responses to all of the questions by addressing experience and education relevant to this position. If you exaggerate or falsify your experience, education and/or your responses to questions, your ratings can/will be changed, or you may be removed from employment consideration. You should make a fair and accurate assessment of your qualifications. Applicants who do not respond to the application questions will be rated ineligible. Eligible candidates will be placed for selection consideration into three (3) categories as described below: 1 - Qualified Category - Applicants who have a "Q" score between 70 and 84.99 meets the specialized experience outlined in the Minimum Qualification Requirements section of this announcement. 2 - Well Qualified Category - Applicants who have a "WQ" score between 85 and 94.99 exceeds the Minimum Qualification Requirements based on review of resume and vacancy specific questions. 3 - Best Qualified Category - Applicants who have a "BQ" score between 95 and 100 Outstanding level based on review of resume and vacancy specific questions. Do not overstate or understate your level of experience and capability. You should be aware that your ratings are subject to evaluation and verification.


To preview questions please click here.


BENEFITS:

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The Department of Education/Federal Student Aid offers a comprehensive benefits package including paid vacation and sick leave, federal holidays, health and life insurance, and participation in the Federal Employees Retirement System (FERS), including the Thrift Savings Plan (TSP).  Click on http://www.opm.gov/insure/index.aspx

 to find out more about federal benefits.

 

Why Work at ED/FSA?
The U.S. Department of Education (ED)/Federal Student Aid (FSA) is a great place to work. For more detailed information regarding our various work sites, please click on the link below:
http://www.ed.gov/about/jobs/open/edhires/ed-locations.html



As an ED/FSA employee, you will benefit from our family-friendly work environment.  As part of our commitment to maintain a productive balance between work and home, we offer excused leave for Parent/Teacher Conferences (4 hours); excused leave for annual health screenings (4 hours); and matching leave for community volunteer service.  Other incentives such as Telecommuting and Alternative Work Schedules also may be available to you.

ED/FSA offers positions that are fair and competitive in compensation; developmental opportunities to exhibit teamwork and goal-oriented projects to enrich your federal career.

 



OTHER INFORMATION:

"Veterans interested in receiving tips on preparing a Federal resume and/or how to prepare for an interview, may send an email to Iwork@ed.gov

 to schedule an appointment for a session.   Veterans Counseling Session must be placed in the subject line of the email."

The Federal Government is committed to expanding access to employment by hiring people with disabilities; providing technical assistance and information on reasonable accommodations for people with disabilities; and identifying and removing barriers to work.  Persons with disabilities may apply for jobs filled either competitively (where qualified individuals compete with one another through a structured process), noncompetitively (where a qualified individual may be selected based on a special appointing authority), or through an excepted appointing authority for people with disabilities (i.e. Schedule A).  People who are selected for a Federal job must meet the qualification requirements for the position and be able to perform the essential duties of the job with or without reasonable accommodation. For information on "People with Disabilities" please visit http://opm.gov/disability/PeopleWithDisabilities.asp



Interagency Career Transition Assistance Plan (ICTAP) Career Transition Assistance Plan (CTAP)- Eligible federal employees who were in positions and who were displaced from their positions may be eligible for selective priority over other candidates, under the ICTAP or the CTAP.  Information about these programs may be found at the following links. In order to qualify, your application must receive a score of 85 in comparison with the knowledge, skills and abilities criteria.  If you believe you are eligible for this special consideration, it is critical that you read the information provided in the links below.
(CTAP) http://www.ed.gov/about/jobs/open/edhires/ctap.html


(ICTAP) http://www.ed.gov/about/jobs/open/edhires/ictap.html


Student Loan Default
Applicants selected for positions are subject to a background check to verify that he or she has not defaulted on any loan funded or guaranteed by the U.S. Department of Education.  Applicants found to be in default will be contacted to make arrangements for repayment prior to being made an official offer of employment.

ADDITIONAL SELECTIONS MAY BE MADE WITHIN 90 DAYS OF THE OPENING DATE OF THIS ANNOUNCEMENT, SHOULD VACANCIES OCCUR.

 

 



HOW TO APPLY:

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Please carefully read the information provided under the link listed below. The section entitled "How to Apply" provides detailed instructions on faxing your supporting documentation. All required supporting documentation MUST be received by midnight Eastern Time on the closing date of the announcement. You are encouraged to thoroughly review the list of supplement documents required. It is critical to note that many documents may not pertain to you. You are only required to submit those that apply to you. http://www2.ed.gov/about/jobs/open/edhires/appendix.html

 



REQUIRED DOCUMENTS:

FSA Employees are required to submit transcript only, if applying based on education.

 

Veterans' Preference Documentation (DD214, VA letter, SF-15) Required from applicants if applying for an appointment under special veterans' appointing authority

 

Education Documentation Submit a copy of your transcripts of courses showing title, number of credits, grade, and date of completion.

 

No forms will be accepted after the closing date.

AGENCY CONTACT INFO:

Nichelle Bowman
Phone: 202-3774795
Fax: 000-000-0000
Email: Nichelle.Bowman@ed.gov
Agency Information:
EDUCATION-OFC OF FEDERAL STUDENT AID
830 First Street, NE
Room L-118-5
Attn: Human Resources Services
Washington, DC
20202
US
Fax: 000-000-0000

WHAT TO EXPECT NEXT:

We will inform you of the status of your application at four stages: (1) Upon receipt of your application; (2) Upon minimum qualification determinations; (3) Upon issuing the highly qualified candidates to the hiring official; and finally (4) once a selection is made. It is essential that you have a current e-mail address on file with USAJOBS. You will be notified of our application status by the servicing Human Resources Specialist via email. You may also check the status of your application at USA JOBS.

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Job Announcement Number:

FSA-2013-0015

Control Number:

331258500