This position will be located in the Tacoma District Office at 2608 S. 47th Street, Suite A, Tacoma, WA or the Puyallup Field Office located at 811 South Hill Park Drive, Suite A, Puyallup, WA.
NOTE: This position is being filled on a full-time, permanent basis. One or more positions may be filled in Tacoma or Puyallup.
Additional selections may be made within six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
Summary
This position will be located in the Tacoma District Office at 2608 S. 47th Street, Suite A, Tacoma, WA or the Puyallup Field Office located at 811 South Hill Park Drive, Suite A, Puyallup, WA.
NOTE: This position is being filled on a full-time, permanent basis. One or more positions may be filled in Tacoma or Puyallup.
Additional selections may be made within six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
Once selected for the Customer Service Representative (CSR) position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.
Customer Service Representatives provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nature of the caller's question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.
Selective Service Registration, if applicable. (www.sss.gov)
Background and/or security investigation required
Job offers are contingent on background / security investigation results
Selectees are required to serve a 1-year probationary period
Must pass Meet-and-Deal panel interview
Selectees are required to complete a 11-13 week technical training class
Relocation expenses will not be paid
Qualifications
All qualification requirements must be met by the closing date of the announcement.
If you are using experience to qualify, you must have:
GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: 1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; 2) Answering questions from members of the public or their representatives to obtain or provide information; 3) Using a computer to reconcile discrepancies or entering data; and 4) responding to written inquiries and drafting a variety of other written products.
GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: 1) Researching and analyzing various regulatory sources in order to apply legal requirements; 2) Explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile discrepancies and enter data into databases; and 4) responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.
Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.
SELECTIVE PLACEMENT FACTOR
Meet and Deal Interview: Applicants will be referred to management to undergo a Meet and Deal Interview (after basic eligibility determination). Applicants must pass this assessment in order to be found fully qualified for this position and receive further consideration for selection. The interview will cover typical situations which might be encountered on the job. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease, and the ability to organize and express thoughts clearly. Candidates must also demonstrate the ability to read, interpret, and apply written material. If you do not pass the Meet and Deal Interview, you will not qualify for the job. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.
Education
SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.
GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).
For GS-6: Substitution of education is not applicable at this grade level.
COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.
GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.
Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.
Additional information
NOTE: One or more positions may be filled under this announcement.
Telework may be available in accordance with agency policy.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include:
Ability to interpret and apply laws, regulations and operating procedures.
Ability to communicate orally.
Ability to use the computer and web-based applications.
Ability to use reasoning to analyze issues in order to make decisions and resolve problems.
Ability to organize, prioritize, and process a large volume of work within established deadlines.
Ability to communicate in writing.
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/11156867.
Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of two categories:
1) Qualified Category - Candidates who meet the Minimum Qualification Requirements.
2) Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.
ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.
Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:
Proof of eligibility with your application. Such proof may include: A copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); AND
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans' Preference (SF 15). Applicants claiming derived preference must submit the veteran's DD 214, the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide.
Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are: 1) The spouse of an active duty member of the armed forces; 2) The spouse of a former service member who is 100% disabled due to a service-connected disability; or 3) The un-remarried widow or widower of a service member killed while on active duty. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, DD-214 member 4, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, statement from military installation certifying current active duty etc.).
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Transcripts (if using education to qualify - unofficial copies accepted)
Additional Required Documents, if applicable (see Required Documents section)
The complete application package must be submitted by 11:59 PM (ET) on 07/12/2021
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Stephanie Martin at 206-615-2692 or stephanie.l.martin@ssa.gov.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Region X Area 1
701 Fifth Avenue
Seattle, WA 98104
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted.
The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.
Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:
Proof of eligibility with your application. Such proof may include: A copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); AND
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans' Preference (SF 15). Applicants claiming derived preference must submit the veteran's DD 214, the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide.
Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are: 1) The spouse of an active duty member of the armed forces; 2) The spouse of a former service member who is 100% disabled due to a service-connected disability; or 3) The un-remarried widow or widower of a service member killed while on active duty. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, DD-214 member 4, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, statement from military installation certifying current active duty etc.).
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Transcripts (if using education to qualify - unofficial copies accepted)
Additional Required Documents, if applicable (see Required Documents section)
The complete application package must be submitted by 11:59 PM (ET) on 07/12/2021
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Stephanie Martin at 206-615-2692 or stephanie.l.martin@ssa.gov.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Region X Area 1
701 Fifth Avenue
Seattle, WA 98104
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted.
The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
