Clarification from the agency

United States Citizens

As a Customer Service Representative (Bilingual - Spanish) at the GS-1101-9/11, some of your typical work assignments may include:

• Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
• Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
• Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.
• Performing some financial computations/analyses to determine applicants' ability to repay loans.
• Overseeing operations at multiple locations within a disaster area as an Officer in Charge or as a team lead in a disaster recovery center.

IMPORTANT NOTES:

• THIS ANNOUNCEMENT IS FOR THE CURRENT 2022 HURRICANE SEASON.
• This position is not included in a bargaining unit.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).
• If required to travel to a disaster site, you may encounter hazardous working and/or living conditions, for example, no water or electricity and/or minimal lodging facilities.
• By applying for this position with SBA's Office of Disaster Assistance, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.

Conditions of employment

• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).
• U.S. citizenship is required.
• Credit Score must be at least 500.
• This position is not covered by a bargaining unit.

Qualifications

This position will be located in Puerto Rico. Applicants MUST BE fluent in Spanish.

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below.
You must meet all qualification requirements by the closing date of this announcement.
You may qualify based on experience, education or a combination of both.

Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement.

You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.GS-09: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-07 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Using computer programs such as MS Word, Outlook, and Internet Explorer, and
• Responding to a variety of business related customer inquiries and providing program information to the public; and
• Working as a member of a team or group to achieve goals, objectives or metrics to produce deliverables; and/or
• Providing face-to-face customer service to the general public and assist in completing forms and applications (such as insurance, residential or business loan applications etc.)

GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Using computer programs such as MS Word, Outlook, and Internet Explorer; and
• Responding to a variety of customer financial inquiries and/or providing financial information to the public; and
• Working with various financial documents such as tax returns, income (profit and loss) statements, schedules of liabilities and balance sheets for individuals or businesses; and
• Leading a team and providing oversight of the quality of work, while further developing staff, and assuring adherence with established policies and procedures.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applications will be reviewed for qualifications. You will be contacted directly if selected.