Once selected for the Customer Service Representative 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 (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs 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.
Must have a qualifying degree or certificate at the time of appointment.
Background and/or security investigation required
Job offers are contingent on background / security investigation results
Selectees are required to serve a trial period
Relocation expenses will not be paid
Selective Service Registration, if applicable (www.sss.gov)
Qualifications
To be considered for selection, you must be eligible for the Recent Graduate Program AND meet the qualifications specified for the posted position(s).
Recent Graduate Program Eligibility
To qualify for appointment to the Recent Graduates Program, you must have completed all requirements of an academic course of study leading to an associate's, bachelor's, master's, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution. Your graduation (degree conferred) date must be within the 2 years preceding your application to this announcement .Note: See Required Documents section to ensure you provide the correct documentation to prove your Recent Graduates Program eligibility.
Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study, when a qualifying degree or certificate was conferred. Note: See Required Documents section to ensure you provide the correct documentation to prove your Recent Graduates Program and preference eligibility.
Qualifications
You must also meet the below qualifications for the posted position(s) by the closing date of this announcement, 10/08/2021.
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 in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.
GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume 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 benefit entitlement, benefit payments, etc.
COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants 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. If you do not pass the CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.
Education
PROVIDING PROOF OF EDUCATION OR SUBSTITUTING EDUCATION: Proof of education or education substitutions must be submitted with your application package and received by the closing date of the announcement. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. Note: See Required Documents section to ensure you provide the correct documentation.
Applicants selected for the position must provide an official transcript(s) including the date the degree or certificate was conferred prior to being appointed.
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. 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-6/7: Substitution of education is not applicable at these grade levels.
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
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
The SSA Recent Graduates Program (Program) provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. Program participant(s) are placed in excepted service appointments, not-to-exceed 2 years.
Note: This position is being filled on a full-time basis. This is a 2-year developmental program. After successful completion of the program, you may be non-competitively converted to a term (not to exceed 1-4 years) or permanent appointment.
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.
Numerical scores will be assigned on a scale of 100. Each applicant who meets the qualification requirements for the position will be assigned a rating of 70 or more and will be eligible for appointment. Preference eligible veterans scoring 70 or more will receive additional points for veterans' preference.
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 communicate orally
Ability to interpret and apply laws, regulations and operating procedures
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
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/11251051
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 all supporting documentation by the closing date of the vacancy announcement (10/08/2021) to support your eligibility for the Recent Graduates Program, meet specified qualifications for the posted position(s), and claim certain types of preference. Note: Failure to provide required documents may result in non-consideration for the posted position(s).
RESUME: You must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, dates of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualifications for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day, and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.
Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.
TRANSCRIPTS: Unofficial transcripts from an accredited college or university recognized by the U.S. Department of Education are acceptable to verify that you meet Recent Graduate Program eligibility and specified qualifications requirements. You must submit a legible copy of transcripts or list of college courses with your name, school name, credit or semester hours, major(s), and grade-point average or class ranking. Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.
Note: Your transcripts must show the date the degree was conferred. If you have recently graduated or will soon graduate and the date the degree is conferred is not yet on your transcript, your transcript must be accompanied by a letter from your educational institution (e.g., a letter from the Registrar, Student Counselor, Dean of College, etc.) verifying your degree completion and the date of completion in order to be acceptable. Failure to provide transcripts with proper accompanying documentation may result in non-consideration for this position.
Applicants selected for the position must provide an official transcript(s) including the date the degree or certificate was conferred prior to the effective date of their appointment.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD-214 member 4 copy preferred) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must contain dates and show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)and the required documentation specified on the reverse of the SF-15. Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF-15. Preference will be granted based on the documents received.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members' military personnel offices, unit commanders, or higher headquarters.
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
Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar's office MUST include the date your degree or certificate was conferred OR the anticipated date the degree or certificate is scheduled to be conferred.
The Occupational Questionnaire
Additional Required Documents, if applicable (see Required Documents section)
The complete Application Package must be submitted before midnight (ET) on 10/08/2021.
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 Kimberly Daniel at Kimberly.Daniel@ssa.gov or (312) 575-5723.
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 VIII Area 1
1961 Stout Street
Denver, CO 80294
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. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible.
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 all supporting documentation by the closing date of the vacancy announcement (10/08/2021) to support your eligibility for the Recent Graduates Program, meet specified qualifications for the posted position(s), and claim certain types of preference. Note: Failure to provide required documents may result in non-consideration for the posted position(s).
RESUME: You must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, dates of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualifications for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day, and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.
Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.
TRANSCRIPTS: Unofficial transcripts from an accredited college or university recognized by the U.S. Department of Education are acceptable to verify that you meet Recent Graduate Program eligibility and specified qualifications requirements. You must submit a legible copy of transcripts or list of college courses with your name, school name, credit or semester hours, major(s), and grade-point average or class ranking. Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.
Note: Your transcripts must show the date the degree was conferred. If you have recently graduated or will soon graduate and the date the degree is conferred is not yet on your transcript, your transcript must be accompanied by a letter from your educational institution (e.g., a letter from the Registrar, Student Counselor, Dean of College, etc.) verifying your degree completion and the date of completion in order to be acceptable. Failure to provide transcripts with proper accompanying documentation may result in non-consideration for this position.
Applicants selected for the position must provide an official transcript(s) including the date the degree or certificate was conferred prior to the effective date of their appointment.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD-214 member 4 copy preferred) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must contain dates and show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)and the required documentation specified on the reverse of the SF-15. Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF-15. Preference will be granted based on the documents received.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members' military personnel offices, unit commanders, or higher headquarters.
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
Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar's office MUST include the date your degree or certificate was conferred OR the anticipated date the degree or certificate is scheduled to be conferred.
The Occupational Questionnaire
Additional Required Documents, if applicable (see Required Documents section)
The complete Application Package must be submitted before midnight (ET) on 10/08/2021.
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 Kimberly Daniel at Kimberly.Daniel@ssa.gov or (312) 575-5723.
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 VIII Area 1
1961 Stout Street
Denver, CO 80294
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. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible.
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.
