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

Job Title:Contact Representative

Department:Department of Defense

Agency:Defense Finance and Accounting Service

Job Announcement Number:D-DFAS-848576-13

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

The contents of the announcement can still be viewed.


$29,098.00 to $37,825.00 / Per Year


Thursday, February 28, 2013 to Wednesday, March 13, 2013




Part Time 30 hours - Permanent




5 vacancies in the following location:
Cleveland, OH United StatesView Map


United States Citizens


**This Job Opportunity Announcement is using an additional online assessment tool to evaluate applicants.  Please review the HOW YOU WILL BE EVALUATED, HOW TO APPLY and WHAT TO EXPECT NEXT sections below for instructions.

DFAS' mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. We take pride in serving the men and women who defend America. DFAS is seeking goal-oriented people who like a challenge and care about serving our country. We offer rewarding careers in finance, accounting, information systems, contracting services, human resources, clerical work and many other areas. For more information visit

Vacancy Information:  This position is located in DFAS-Cleveland, Ohio.

This position is being announced using the USA Staffing Application Manager system.  Please click the How to Apply tab for instructions on applying for this position.


  • U.S. Citizenship or National
  • Background Investigation
  • Suitable for Federal Employment
  • Registered for Selective Service (if applicable)


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  • Provides detailed information on all facets of an area of pay such as military, civilian, retired and annuitant, travel, or commercial/vendor pay. 
  • Receives, researches, analyzes, and answers telephone and written inquiries.
  • Discusses problems and questions related to an area of pay and provides immediate answers to inquiries.
  • Explains and/or assists inquirers in the preparation of various forms and documents.


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GENERAL EXPERIENCE: One year of general experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service, which demonstrates the ability to perform the duties of the position, is required.  General experience is defined as progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

SUBSTITUTION OF EDUCATION FOR GENERAL EXPERIENCE: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience requirement.  Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements. If you are using education to substitute for specialized experience, you must submit transcripts (official or unofficial) or some form of proof of your education.  To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education.   Failure to provide documentation at the time of processing, or a determination that you do not possess sufficient education and experience to meet the total qualification requirements, will result in an ineligible rating.

Background or Security Investigation: This is a non-critical sensitive position.  Employment in this position requires a background investigation which may delay your starting date.  If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed or undisclosed background issues, the employment offer may be withdrawn.  Individuals selected for this position are required to obtain and maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment.  Failure to maintain eligibility to occupy a sensitive position may result in termination.  For more information see the security section of Understanding Vacancy Announcements


  • Applicants who indicate they meet the minimum qualifications will receive an email invitation to complete online assessments. The invitation will be sent via email from email address
  • Please ensure your email account settings will allow an email from a “.gov” email address. If not, the email may appear in a “Spam” or “Junk” folder.
  • Please plan to set aside three (3) hours for the assessments; however most people are expected to complete the assessments in about 90 minutes.
  • You must complete all of the required assessments within 48 hours after the close of this Job Announcement to be eligible for this position.
  • Your results will be kept on record for use when applying for future jobs that require these assessments. You will not be allowed to re-take an assessment for one year. 
  • If you have completed all of the required online assessments previously, and these results may be re-used, you will receive an email stating you have already completed the required assessments. 
  • For more information, you may view USA Hire Frequently Asked Questions (FAQs) at

The assessments for this job will measure Payroll Concepts, Policies and Principles, Applies Technology to Tasks, Written Communication, Attention to Detail, Customer Service, Decision Making, Flexibility, Integrity/Honesty, Interpersonal Skills, Learning, Reading, Reasoning, Self-Management, Stress Tolerance, and Teamwork. Your results on these assessments will be used to place you into a quality category. In addition, a review of your resume and supporting documentation will be used to verify you meet the qualifications for this job. The most highly qualified candidates will be referred to the hiring manager for further consideration and may be interviewed prior to selection. You will be notified of the outcome.

Please Note: Before attempting to take the assessments, applicants should view sample items to determine if the computer they are using is likely to experience any issues during testing. The sample items can be found at If you have questions about the computer requirements or require technical assistance, please contact

These sample items may also help you to decide whether to request a Reasonable Accommodation for taking the assessments because of a disability (physical or mental) covered by the Rehabilitation Act of 1973, as amended, and Americans with Disabilities Act 1990, as amended. If you believe you have a disability that would interfere with completing the online assessments, click here for more information about the assessments and the request process:

Requests for Reasonable Accommodations for the online assessments must be received before the Job Opportunity Announcement closes to be considered for this job opening. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis.  After notification of the adjudication of your request, you will receive an email invitation and have 48 hours from the time the invitation is sent to complete the assessments.

Your application will be evaluated and rated under the Category Rating and Selection Procedures.   We will review your resume and supporting documentation to determine if you meet the minimum qualifications for this job.   Please follow all instructions carefully.   Errors or omissions may affect your rating.  

Eligible candidates will then be placed for selection consideration into 3 categories as described below: 

1.   Qualified Category.   Meets the minimum qualifications and demonstrates minimum experience and/or training only based on responses to all required assessments. 

2.   Highly Qualified Category.   Meets the minimum qualification requirements and demonstrates full-performance level experience based on responses to all required assessments. 

3.   Best Qualified Category.   Meets the minimum qualification requirements and demonstrates experience as an expert in the field or recognized as a senior specialist, team lead, etc.

Application of Veterans Preference:   The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category.   Preference eligible's who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher.   A selecting official may make selections from the highest quality category (Best Qualified) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied.

Delete if not applicable to position being filled:  DFAS recognizes the value of competencies gained through formal education and professional certifications.  To ensure that consistent credit is given for these credentials in the selection process DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series.  Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications.


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Competitive wages, flexible schedules and one of the most comprehensive benefits packages found in either government or private sector.  These extraordinary benefits encompass health, pay, work/life balance, growth & learning.  


  • Moving expenses will not be paid.
  • Positions are part time in nature; up to 30 hours a week.
  • Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment.
  • A one year probationary or trial period may be required.
  • We may use this announcement to fill additional vacancies within 90 days of the closing date.
  • Travel requirement may be None.

Retired Civil Service Employee:  Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance.  (See DoD Instruction 1400.25, Volume 300, at

Interagency Career Transition Assistance Program (ICTAP) Priority Consideration:  If you are a displaced Federal Civil Service employee and attain a rating of at least 85 or are placed into the middle quality level category of "Highly Qualified" under category rating procedures, you may be entitled to receive special priority selection under the ICTAP.  For more information on ICTAP, click here ICTAP GuidanceNOTE: If you have never worked for the Federal Government, you are NOT ICTAP eligible. 


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To apply for this position, you must provide a complete Application Packageby 11:59 PM (EST) on Wednesday, March 13, 2013.   See required documents below. 

  1. Click ‘Apply Online' to create an account or log in to your existing USAJOBS account.
  2. Follow the prompts to complete the assessment questionnaire and upload required documents.
  3. Please ensure you click the Submit My Answers button to submit your application. You must click the Submit My Answers button by the closing date of the announcement to receive consideration.
  4. If you meet minimum qualifications, you will receive an email from containing a link to take the online assessments.   Please ensure your email account settings will allow an email from a “.gov” email address. If not, the email may appear in a “Spam” or “Junk” folder. You must complete these assessments within 48 hours to receive consideration. If you have completed all of the required online assessments previously, and the results may be re-used, you will receive an email stating you have already completed the required assessments.
  5. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position.  Return to an incomplete application by clicking Apply Online in the vacancy announcement and re-selecting your resume and/or other documents from your USAJOBS account.

To fax supporting documents you are unable to upload, complete this cover page using the following Vacancy ID 848576.  Fax your documents to 1-478-757-3144. 


You must provide a complete Application Package which includes:

  1. Résumé, you are encouraged to choose only ONE method of submitting your resume.   (HR will review the resume that the system date stamps as the latest one received and this may not be the resume which best reflects your qualifications for the job and may result in an ineligible rating.)  You may submit your resume by:  attaching in your USAJobs account; uploading in your Application Manager account; OR faxing.
  2. Complete initial Assessment Questionnaire and Additional Online Assessments
  3. Other Supporting Documents

The following supporting documents are ONLY required if applicable to your personal qualifications or status.   They must be received by the closing date of the announcement or at the time of application if applying to an announcement with an extended closing date. 

1.  Transcripts and/or Certifications:   You must submit documentation if you are substituting education for experience.  Many applicants must also submit documentation for proof of meeting the basic education requirement.  For additional information on acceptable documents, click here Transcripts and Certifications.  You must also document your education and/or certifications in your resume.

2.  Veterans Preference:  If you are claiming veteran's preference, you MUST submit the appropriate documentation.  Failure to do so WILL result in the loss of veteran's preference, and will possibly impact your placement on the certificate.   For more veterans' information please click here.

  • 10-Point Veterans' Preference:  You MUST submit a signed SF-15, "Application for 10-Point Veterans' Preference" plus the proof as required by the SF-15. Click here for a copy of the SF-15.
  • 5-Point Veterans' Preference:  You MUST submit a copy of your DD-214 which includes Character of Service (usually Member-4 copy).  If you are currently active duty, a "Statement of Service" will be accepted up to 120 days prior to separation date IF a terminal leave form or DD214 cannot be provided.  The "Statement of Service" must be signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters and must indicate when your terminal leave will begin, your rank, dates of active duty service, the Type of Discharge and Character of Service (i.e. honorable).

3.  Military Spouse Preference:  Copy of spousal travel orders providing eligibility.

4.  ICTAP Eligibles:  A copy of the RIF separation notice and SF50 if available. 

5.  Cover Letter:  You may submit a cover letter which will be forwarded to the selecting official with your resume.  Your cover letter will not be used to verify your qualifications or determine eligibility for preference. 

    Failure to submit a complete application package including any required documentation by the closing date of the announcement, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration.  Additional online assessments must be completed within 48 hours of the closing date of the announcement to receive consideration.


    HR Customer Care Center
    Phone: (317)212-0454
    TDD: 317-212-6579
    Agency Information:
    DFAS Delegated Examining Unit
    Human Resources-DEU Attn HHEH
    8899 East 56th Street
    Indianapolis, IN


    Once the initial online questionnaire is submitted in USA Staffing Application Manager, you will receive an acknowledgement email that your submission was successful.

    If you meet the minimum qualifications for this job, you will receive an additional email from email address with a link to take additional online assessments. Please ensure your email account settings will allow an email from a “.gov” email address. If not, the email may appear in a “Spam” or “Junk” folder. The assessments must be completed within 48 hours after the close of this Job Opportunity Announcement. If you have completed all of the required online assessments previously, and these results may be re-used, you will receive an email stating you have already completed the required assessments.  For more information, you may view USA Hire Frequently Asked Questions (FAQs) at

    If your assessment results place you among the best qualified for the position, you may be referred to the hiring official for further consideration and possible interviews. After making a tentative job offer, we will conduct a suitability/security background investigation. 

    You will no longer need to call the HR Office to determine your application status. USAJOBS has added an alert setting to their system to drive status updates notification for applicants.  You can elect to activate the proactive notification from your USAJOBS profile at any point during the application process to sign-up for automatic alerts when there are status changes for jobs to which you have applied.  

    It is the applicant’s responsibility to verify that information and documents entered, uploaded, or faxed is received, legible and accurate.  HR will not modify answers submitted by an applicant.

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