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

Job Title:Call Center Analyst

Department:Department Of The Treasury

Agency:Bureau of the Fiscal Service (FMS)

Job Announcement Number:13-FMS-242P

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$50,620.00 to $65,801.00 / Per Year

OPEN PERIOD:

Friday, April 26, 2013 to Monday, May 06, 2013

SERIES & GRADE:

GS-0301-09

POSITION INFORMATION:

This position is at the full performance level. - This is a full time permanent position.

PROMOTION POTENTIAL:

09

DUTY LOCATIONS:

3 vacancies in the following location:
Philadelphia, PA, USView Map

WHO MAY APPLY:

U.S. citizens; no prior Federal experience is required. Current permanent Federal employees in competitive service positions, former Federal employees who have reinstatement eligibility, and individuals who are eligible to apply under special appointing authorities may wish to apply for this same vacancy under Merit Promotion Job Opportunity Announcement 13-FMS-236MPA. Please refer to that vacancy announcement for details on eligibility and how to apply.

JOB SUMMARY:

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

The Bureau of the Fiscal Service promotes the financial integrity and operational efficiency of the federal government through exceptional accounting, financing, collections, payments, and shared services. 

We are looking for highly qualified individuals to meet the challenges of expanding electronic services and processes to our customers and the American public.

This position is located in the Assistant Commisioner Payment Management area, in Philadelphia, PA. The Call Center Analyst is responsible for providing  information and guidance to a variety of customers by researching inquiries and assisting with matters related to the post payment operations process.

This position requires rotational shift work. The hours will be from 10:00AM-6:30 PM EST.

Key Information:

  • Applicants must be fluent in English and Spanish.
  • Click "Print Preview" to review the entire announcement before applying.

KEY REQUIREMENTS


    DUTIES:

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    As a Call Center Analyst, you will:

    • Provide issue resolution for a variety of customers including but not limited to Federal Program Agencies, the public-at-large, financial institutions, vendors and Federal Reserve Banks;
    • Compose replies to communications from the public-at-large, financial institutions, and Federal Program Agencies;
    • Perform various aspects of assistance in responding to customer calls related to claims issues;
    • Handle high-visibility information/status requests related to the payment process;
    • Conduct research to effectively process returned items, as well as provide customers with information regarding these exceptions; and
    • Handle a high capacity call volume on a daily basis by answering calls consistently over 50% of the time.


    QUALIFICATIONS REQUIRED:

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    In order for your application to be considered, you must meet the following requirements by the closing date of this announcement:


    Selective Factor: Applicants must be able to speak and write fluently in English and Spanish in order to respond to incoming correspondence.

    Specialized Experience: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: 

    • Research and analysis of payment and/or post- payment data;
    • Communicating effectively with customers such as financial institutions, Federal Program Agencies and the general public; and
    • Working independently in following policies and procedures, meeting deadlines an establishing priorities including multitasking additional duties.

    You may substitute education for specialized experience as follows: progressively higher level graduate education leading to Master's Degree, LL.B. or J.D., if related.OR

    You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

    The experience may have been gained in either the public or private sector. One year of experience refers to full-time work; part-time work is considered on a prorated basis.

    HOW YOU WILL BE EVALUATED:

    Your application includes your:
    1.  Resume,
    2.  Responses to the online questions, and
    3.  Required supporting documents.

    We use a multi-step process to evaluate and refer applicants:
    1.  Minimum Requirements: Your application must show that you meet all requirements, including the education and/or experience required for this position. You may be found "not qualified" if you do not possess the minimum competencies required for the position. If your application is incomplete, we may rate you as ineligible.

    2.  Rating: Your application will be evaluated in the following areas: Research and Analysis, Customer Service, Communication and Administrative Support skills. We may lower your rating if your responses to the online questions are not supported by the education and/or experience described in your application. Category Rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three categories, Gold, Silver, or Bronze, depending on your experience and education related to this position. Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.
    3.  Referral: If you are among the top qualified candidates, your application will be referred to a selecting official for consideration and possible interview. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)), you must be rated in the middle category, or higher, in order to be considered as well qualified to receive special selection priority.

    We recommend that you preview the online questions for this announcement before you start the application process.


    To preview questions please click here.


    BENEFITS:

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    We offer a workplace that is respectful, fair, and values diversity. Our comprehensive benefits are very generous - helping you to reach your personal goals by supporting your professional growth, health, well-being, and your family needs.

    Our benefits package includes:

    • Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
    • Ten paid holidays, 13 days of sick leave and 13 to 26 days of vacation time each year.
    • Access to insurance programs that may be continued after you retire.
    • A wide choice of health insurance plans, coverage for pre- existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.

    Learn more about Federal benefits programs at: 

    http://www.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc



    OTHER INFORMATION:

    • We may select from this announcement or any other source to fill one or more vacancies.
    • We will not pay relocation expenses.
    • This is a bargaining unit designated position covered by FMS.
    • This position is a low risk designated position. 
    • This position requires rotational shift work. The hours will be from 10:00AM-6:30 PM EST.

    Conditions of Employment:

    If selected for this position, you will be required to:

    • Complete a one year probationary period (unless already completed).
    • Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
    • If you are a male applicant born after December 31, 1959, certify that you have registered with Selective Service System or are exempt from having to do so.
    • Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
    • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the I-9 (http://www.uscis.gov/files/form/i-9.pdf). Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
    • Successfully complete a background investigation.


    HOW TO APPLY:

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    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m., Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.

    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJobs Help Desk.

    Step 1 - Create or Upload a resume with USAJOBS (www.usajobs.gov)
    -We suggest you go to the end of the Qualifications & Evaluation section of the job announcement to preview the online questions that you will answer in Step 3. You may need to customize your resume to ensure that it supports your responses to these questions. For more resume tips click here.
    - You may create a resume in USAJOBS or upload one of your own choosing. Although you must enter your Social Security Number (SSN) for USAJOBS, we will only see the last four digits for identification purposes.

    Step 2 - Apply Online
    Click the "Apply Online" link of this announcement and then select the resume you wish to submit with your application. You will be redirected to the Department of the Treasury's CareerConnector website to complete the application process.

    Step 3 - Answer the Online Questions and Submit Your Online Application
    If this is your first time on Treasury's CareerConnector website, you will be prompted to register by answering questions related to your eligibility for Federal employment. The system will save these responses and take you back to the main screen so that you can answer the job-specific questions. Select "Take me to the assessment" and click on the "Continue" button to answer the job-specific questions. You must answer all the questions and click the "Finished" button.

    Step 4 - Review and Confirm Your Submission
    You will now have the option to upload a document or print fax cover-sheets for your required documents (see step 5 for details). Once you click "Done," you will see a summary of your application for your review. You may also print a copy for your records. When you click "Finished" at the bottom of the page, you will then be directed back to USAJOBS where you can confirm that your application has been submitted and track your application status.

    Step 5 - Submit Required Documents
    You can submit any required documents (discussed below) by document upload or fax. Whichever method you choose, please include the job announcement number with your documents. To protect your privacy, we encourage you to remove your SSN from any documents that you submit.

    Document Upload:
    You may upload supporting documents in one of two ways:

    1. Once you finish answering the questions in the job announcement, you will be prompted to upload your document(s) to your application. You will be given the choice to either upload the document as part of the application process or you can select a document that you've already loaded on USAJOBS. OR

    2. You can upload a document to an existing application by logging into your USAJOBS account profile. Click on "My Applications" and search for the vacancy. Once you've located the vacancy, click on the vacancy and select "Apply Online." Move through your existing application to the Documents page and select Upload in order to add a document to your application. Be certain to review your complete application for confirmation that the document uploaded.

    In the Application Review section, you may verify acceptance of your documents in CareerConnector if you see them listed on the "Vacancy Documents" screen. Then, click on "Finished" to be returned to USAJOBS.

    Fax: Create a fax cover-sheet in CareerConnector by following the "Faxing Supporting Documentation" instructions. The fax number will be on the cover-sheet.

    BFS provides reasonable accommodation to applicants with disabilities.  If you require a reasonable accommodation during any part of the application and hiring process, please contact the Equal Employment Opportunity Division at 202-874-8330.



    REQUIRED DOCUMENTS:

    Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).

    VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans' preference, you must submit a copy of your Certificate of Release of Discharge From Active Duty, DD-214 (Member 4 copy), or other official documentation from a Branch of the Armed Forces or the Department of Veteran's Affairs showing dates of service and type of discharge. Ten point preference eligibles must also submit an Application for 10 Point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. An SF-15 may be found at: http://www.opm.gov/forms/pdf_fill/SF15.pdf. For more information on veterans' preference, click here.

    CTAP/ICTAP DOCUMENTATION: If you are a displaced or surplus Federal employee eligible for consideration under the Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP), you must submit proof of eligibility. For a detailed list of documents, click here.

    EDUCATION DOCUMENTATION: If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or a list of courses showing title, number of credits, grade, and date of completion. To be used in meeting qualification requirements, a college or university degree generally must be from an accredited (or pre- accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to the Database of Accreditation of Post-Secondary Institutions and Programs. An official transcript will be required if you are selected. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency; more information may be found at: http://www.opm.gov/qualifications/policy/ApplicationOfStds-04.asp#e4a.

    AGENCY CONTACT INFO:

    Applicant Call Center
    Phone: 304-480-7300
    Fax: 000-000-0000
    TDD: 304-480-8725
    Email: fmsinquiries@bpd.treas.gov
    Agency Information:
    Financial Management Service (FMS)
    Please see "How to Apply" section
    Parkersburg, WV
    26101
    US
    Fax: 000-000-0000

    WHAT TO EXPECT NEXT:

    You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "My Applications". Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate, or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.


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    Job Announcement Number:

    13-FMS-242P

    Control Number:

    342498400