Announcement may be used to fill similar positions within 90 days of the closing date.
This position is also being announced concurrently under Merit Promotion (MP) procedures vacancy number: M25-MJ-12641191-OSB. Applicants who wish to also be considered under MP must apply to both vacancies separately.
Announcement may be used to fill similar positions within 90 days of the closing date.
This position is also being announced concurrently under Merit Promotion (MP) procedures vacancy number: M25-MJ-12641191-OSB. Applicants who wish to also be considered under MP must apply to both vacancies separately.
Please Note: Employees will be required to report to their assigned office location at least 2 day per week for non-supervisory positions and 3 days per week for supervisory/managerial positions unless the position advertised is designated as a remote-only position.
The position is in the Export Import (EXIM) Bank of the United States, Office of Small Business (OSB), Small Business Operations Division, Contact Center. The Small Business Operations Division is responsible for supporting OSB by managing the maintenance of OSB's systems such as Salesforce, EOL, and the Electronic Loan Management System (ELMS), internal projects, the Contact Center, and finally OSB's Budget. The Contact Center manages OSB's reporting through the data and reviews the Export Credit Insurance (ECI) Division's policy documents for exporter short-term multi-buyer and single-buyer insurance products within EOL.
The incumbent serves as the Director of EXIM's Contact Center and reports to the Vice President of Small Business Operations. As the Center's recognized technical authority and strategic advisor, the incumbent is responsible for directing, managing and overseeing the Contact Center operations and staff.
Duties include, but are not limited to:
Provides leadership and supervisory and technical direction to subordinate staff. Directs, strategically plans and organizes the workload of the Contact Center staff.
Supervisory responsibilities include: organizing and managing the center; directing, assigning and reviewing the work of subordinates; formulating and carrying out the training and development of employees; providing direct oversight of new personnel or staff on rotational assignments; evaluating employees work performance; selecting, promoting, rewarding, disciplining and separating employees; and meeting equal employment opportunity and affirmative action goals and objectives in the performance of supervisory duties, and identifying and recommending appropriate solutions to personnel issues that may arise.
Provides overall direction, leadership, coordination, and control over management of the Bank's Contact Center to assure balanced, comprehensive support and guidance of operations.
Serves as Contact Center technical expert and authority regarding all aspects of call center management. Develops, implements, maintains, and improves contact center technology and process to adhere to industry best standards.
Collaborates with the internal and external stakeholders of the contact center to develop and executes procedures, policies and practices governing Contact Center operations.
Provides strategic analysis, and monitors and evaluates phone, email, and chat contacts, to ensure contact handling expectations are achieved. As a senior advisor and subject matter expert, the incumbent identifies skill gaps and provides detailed feedback and coaching to less experienced contact center staff, to improve the quality of customer interactions. Collaborates with senior managers and other stakeholders to prepare reports and briefings and consult with stakeholders to ensure they meet requirements.
You may be required to serve a one year probationary period
Specialized experience MUST be documented on your resume
Current or Former Political Appointees: If you are, or have been employed in the last 5 years, you must disclose this information. Failure to do so may result in disciplinary action including removal from Federal Service.
Qualifications
Specialized Experience (Credit for Specialized Experience on resume must reflect 40 hours/Full-time per week for each period of work):
GS-14: You must have one (1) year of specialized experience that has equipped you with the particular knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the GS-13 level in the Federal Government or other equivalent pay systems. Specialized experience includes:
Experience directing, assigning and reviewing the work of subordinates including formulating and carrying out the training and development of employees;
Experience providing overall direction, leadership, coordination, and control over managing a Contact Center/Call Center;
Experience evaluating methods and techniques concerning the efficiency and effectiveness of a Contact Center/ Call Center; AND
Experience providing technical expertise when scheduling and leading discussions, meetings, committees, or special projects and presents briefings and prepares recommendations and reports.
Education cannot be substituted for experience at the GS-14 grade level.
For qualification determinations, your resume must contain the following for each work experience listed:
Organization/Agency's Name
Title
Salary (series and grade, if applicable)
Start and end dates (including the month and year)
Number of hours you worked per week
Relevant experience that supports your response to the specialized experience that is stated in the job announcement
If your resume does not contain this information, your application may be marked as incomplete and you will not receive consideration for this position.
NOTE: Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications and your application may be marked as incomplete/ineligible and you will not receive consideration for this position.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.
Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. Please visit the following links for more information:
Additional information on the qualification requirements is outlined here.
All requirements must be met by 12/26/2024, the closing date of the announcement.
Education
Additional information
Current or Former Political Appointees: Pursuant to the Office of Personnel Management (OPM) oversight authority under section 1104(b)(2) of title 5, United States Code (U.S.C.) and section 5.2 of title 5, Code of Federal Regulations, OPM requires agencies to seek their approval prior to appointing any current or former political appointee to a permanent position (without time limits) in the civil service. A former or recent political appointee is someone who held a political appointment covered by OPM's policy within the previous 5-year period. OPM's oversight in this area safeguards merit system principles as well as fair and open competition free from political influence. If you are currently employed, or have been employed within the last 5 years, you must disclose this information. Failure to disclose this information could result in disciplinary action including removal from Federal Service.
Please visit the following link for the types of political appointments.
Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) Eligibles: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 80 or above based on the competencies listed above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information, please click here.
Veterans: All veterans must meet the qualification requirements of the position for further consideration. For more information on veterans' preference, please click here.
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.
This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be made on a case-by-case basis.
Ethical Standards/Financial Disclosure:
EXIM is committed to the highest ethical standards. As an employee, you will be covered by the criminal conflict of interest statutes and the Standards of Ethical Conduct for Employees of the Executive Branch. You will be required to complete new employee ethics training within 3 months of your appointment.
If this position is subject to financial disclosure requirements (either public or confidential depending upon your position), you will be required to complete a new entrant financial disclosure report within 30 days of your 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.
The Category Rating method will be used to evaluate applicants. All qualified applicants will be assigned to one of the following categories:
Best Qualified - Meets the minimum qualification requirements and excels in most of the job related competencies.
Well Qualified - Meets the minimum qualification requirements and satisfies most of the job related competencies. (This category must be met to be considered under CTAP/ICTAP procedures)
Qualified - Meets the minimum qualification requirements, but does not satisfy most of the job related competencies to a substantive degree.
This 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. A selecting official may make selections from the highest quality category (Best Category) 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.
Preference eligibles 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. Applicants who have not submitted a resume in the USAJobs system and/or have not answered all of the vacancy questions will not be considered for this position.
Important Note: You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents) and the responses you provide on the application questionnaire.
If you are found qualified for this position and meet or exceed a predefined rating threshold from your questionnaire responses, a Subject Matter Expert (SME) will review your resume to determine if your technical competencies meet the proficiency requirements established for this position. You will be notified by email if your application is forwarded to the hiring official for further consideration.
If you do not meet the rating threshold to move forward to the next evaluation stage or it is determined that your technical competencies do not meet the proficiency requirements for this position, you will be notified by email.
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.
Your application package should include the following documents:
Your Resume (applicants are required to submit a resume with job title, series/grade (if federal employee), duties and accomplishments, employer's name, starting and ending dates of employment, number of hours worked per week, and annual salary). If your resume does not contain this information, your application may be marked as incomplete and you will not receive consideration for this position.
Unofficial Transcripts, if the position has an education requirement or if you are using education to qualify. If selected for the position, you must provide an official transcript before appointment.
Proof of U.S. accreditation for foreign study, if applicable.
Special Priority Selection rights under CTAP or ICTAP:
Copy of your agency notice (RIF Separation Notice, Notice of Proposed Removal, etc);
Copy of your most recent performance appraisal (with at least a satisfactory rating),
Most current SF-50 showing career/conditional tenure competitive status, position title, grade level, and duty location.
Proof of Veteran's Preference - DD-214 (Member 4 Copy), if you are a veteran. Additionally, applicants claiming 10-point preference must complete Standard Form (SF)15, Application for 10-Point Veteran Preference, as well as additional documentation required by the SF-15, such as a VA letter, if applicable. If a DD-214 (Member Copy 4) is not available, other documentation listing the beginning and ending dates of active service and the type of discharge must be submitted to verify eligibility.
Submission of any required documents listed in vacancy announcement, if applicable.
Please note that if you do not provide all required information/documents, 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).
The complete application package must be submitted by 11:59 PM (EST) on 12/26/2024 to receive consideration.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click the Submit My Answers button to submit your application package.
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USAJOBS account here, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Export-Import Bank of the United States
811 Vermont Avenue, NW
Washington, DC 20571
US
Next steps
After all application packages have been received, we will review your application to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information in the Occupational Questionnaire.
You will be notified by email if your application is forwarded to the hiring official for further consideration.
If you do not meet the rating threshold to move forward to the next evaluation stage or it is determined that your technical competencies do not meet the proficiency requirements for this position, you will be notified by email.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Your application package should include the following documents:
Your Resume (applicants are required to submit a resume with job title, series/grade (if federal employee), duties and accomplishments, employer's name, starting and ending dates of employment, number of hours worked per week, and annual salary). If your resume does not contain this information, your application may be marked as incomplete and you will not receive consideration for this position.
Unofficial Transcripts, if the position has an education requirement or if you are using education to qualify. If selected for the position, you must provide an official transcript before appointment.
Proof of U.S. accreditation for foreign study, if applicable.
Special Priority Selection rights under CTAP or ICTAP:
Copy of your agency notice (RIF Separation Notice, Notice of Proposed Removal, etc);
Copy of your most recent performance appraisal (with at least a satisfactory rating),
Most current SF-50 showing career/conditional tenure competitive status, position title, grade level, and duty location.
Proof of Veteran's Preference - DD-214 (Member 4 Copy), if you are a veteran. Additionally, applicants claiming 10-point preference must complete Standard Form (SF)15, Application for 10-Point Veteran Preference, as well as additional documentation required by the SF-15, such as a VA letter, if applicable. If a DD-214 (Member Copy 4) is not available, other documentation listing the beginning and ending dates of active service and the type of discharge must be submitted to verify eligibility.
Submission of any required documents listed in vacancy announcement, if applicable.
Please note that if you do not provide all required information/documents, 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).
The complete application package must be submitted by 11:59 PM (EST) on 12/26/2024 to receive consideration.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click the Submit My Answers button to submit your application package.
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USAJOBS account here, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Export-Import Bank of the United States
811 Vermont Avenue, NW
Washington, DC 20571
US
Next steps
After all application packages have been received, we will review your application to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information in the Occupational Questionnaire.
You will be notified by email if your application is forwarded to the hiring official for further consideration.
If you do not meet the rating threshold to move forward to the next evaluation stage or it is determined that your technical competencies do not meet the proficiency requirements for this position, you will be notified by email.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
