You will serve as a Supervisory Disaster Recovery Specialist (Customer Service Manager) for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC), in Buffalo, New York. This position manages the operations of the Office of Capital Access' national contact center, providing timely and efficient delivery of program services to disaster victims and other involved stakeholders throughout the United States and its territories.
Summary
You will serve as a Supervisory Disaster Recovery Specialist (Customer Service Manager) for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC), in Buffalo, New York. This position manages the operations of the Office of Capital Access' national contact center, providing timely and efficient delivery of program services to disaster victims and other involved stakeholders throughout the United States and its territories.
You will serve as a Supervisory Disaster Recovery Specialist (Customer Service Manager) for the or the Small Business Administration (SBA), Office of Captial Access, OCA, Customer Service Center - CSC in Buffalo, New York. Some of your typical work assignments may include:
Planning and implementing flexible customer service initiatives for responding to customer and general public questions and concerns regarding all aspects of the disaster loan program including loan processing, legal requirements for disaster loans, loss verification, and field operations.
Supervising a fluctuating staff that varies in size depending on the severity of the disaster events.
Overseeing and managing the day-to-day phone and email operations, which includes special projects, call distribution/reporting, workforce management, call monitoring, forecasting, budgeting, customer satisfaction survey, training, and quality assurance.
Developing effective call-handling strategies for the CSC's automated call distribution system.
Serving as the Department's key point of contact for communications and sharing of information with the Field Operations Centers and the Processing and Disbursement Center.
Participating in OCA panels, committees, and teams on matters related to, but not limited to policy and procedures, process improvement, and automation requirements that promote effective and efficient customer service.
IMPORTANT NOTES:
This is a Temporary Promotion position, not to exceed 1 year, and may become permanent without further competition.
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.
A REAL ID is required.
By applying for this position with SBA's Customer Service Center - CSC, 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.
The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers.
Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
This position is not included in a bargaining unit.
This position is not included in a bargaining unit.
You will be subject to a background and suitability investigation.
You must meet time-in-grade requirements by the closing date, if applicable.
You may be required to complete a one-year probationary period for non-supervisors if you fail to complete the one-year supervisory probationary period.
You must be able to obtain and maintain a Government travel credit card.
A one-year supervisory probationary period may be required.
Qualifications
Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below.
Federal status applicants must meet both Time-In-Grade AND experience requirements by the closing date of this announcement. However, if you have separated from the Federal Government for at least 52 weeks, you are not subject to the Time-in-Grade requirement.
Time-In-Grade Requirement:GS-14: Must have held grade GS-13 for 52 weeks.
You may qualify based on experience.
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 the 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-14: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-13 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:
Overseeing the day-to-day operations of a nationwide contact center including such areas as planning, managing, and execution of center projects and initiatives; and
Experience analyzing and making recommendations or decisions in such areas as changing workload and staffing requirements; and
Communicating orally with various levels of internal and external customers to accomplish program goals; and
Communicating in writing with various levels of internal and external customers to accomplish program goals; and
Leading or supervising a diverse staff; and
Preparing and presenting policy, organizational goals, and objectives.
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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy).
TIME-IN-GRADE: As a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled.
All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/21/2025.
Education
GS-14: There is no educational substitution at this grade level.
Additional information
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.phptitle=Reasonable_Accommodations_for_USA_Hire
Career Transition Assistance Programs: Career Transition Assistance Plan (CTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job in their current agency (intra-agency, i.e. SBA employees only).
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. For additional information visit www.sss.gov.Telework may be available. For information on Telework visit: http://www.telework.gov/
Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website: General Business and Industry Series 1101a
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
Your application and resume will be compared to the answer you give to the minimum qualification question (s) on the assessment questionnaire. Your resume should not exceed two pages and must demonstrate the specialized experience related to the position for which you are applying. If your resume goes beyond two pages, we will only consider the first two pages for the required experience as outline in the specialized experience.
Your application will be reviewed to determine if you meet all the Specialized Experience required at each grade level. If you do not, you will be rated "Ineligible". If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience your score can and may be adjusted downward to reflect the submitted application material.
Agency Career Transition Assistance Program (CTAP) Eligibles: If you have never worked for the federal government, you are not CTAP eligible. View information about CTAP eligibility on OPM's Career Transition Resources website. You must submit the supporting documents listed under the Required Documents section of this announcement. To be considered well qualified under CTAP, you must be rated at a minimum score of 85 for this position.
Experience (i.e., volunteer experience): 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.
Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.
You will be evaluated for this job based on how well you meet the qualifications above.
Your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Applicants who disqualify themselves will not be evaluated further.
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.
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume showing hours worked per week, dates of employment, and duties performed.
2. Your resume should not exceed two pages and must demonstrate the specialized experience related to the position for which you are applying. If your resume goes beyond two pages, we will only consider the first two pages for the required experience as outlined in the specialized experience.
Veterans' documentation, if applicable (e.g. DD-214 Member Copy 4 or other Member Copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
If you are a current or former Federal employee, submit a copy of your official SF-50 or other official "Notification of Personnel Action" document that shows the following information to verify your eligibility for consideration as a status applicant:
your appointment in the competitive or excepted service
tenure
grade, step and salary
highest grade held or full performance level of current or prior position (as applicable).
DO NOT SEND YOUR RESUME OR ANY APPLICATION DOCUMENTS TO THE AGENCY CONTACT.
Your latest resume submitted for this position will be used for qualification determinations and supersedes previous submissions.
ELIGIBILITY INFORMATION:
Career Transition Assistance Plan (CTAP): If you are claiming CTAP eligibility, provide a copy of your most recent annual performance appraisal (which must show at least a "fully successful" rating or equivalent), and proof of eligibility, i.e., a RIF separation notice or Certification of Expected Separation, and SF-50 noting current position, grade level, and duty location. In addition to meeting all qualification requirements and selective placement factors (if applicable), CTAP eligibles must meet the Well-Qualified criteria with a score of 85 or above based on the competencies listed above for the position in order to be given priority consideration. Information about CTAP eligibility is also on OPM's Career Transition Resources website at: CTAP http://www.opm.gov/rif/employee_guides/career_transition.asp.
If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered, or you are not eligible for appointment in this agency.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on 08/21/2025 to receive consideration.
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received for the announcement.
To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.
Your uploaded documents may take several hours to clear the virus scan process.
Customer Service Center - CSC
130 South Elmwood Ave.
Buffalo, NY 14202
US
Next steps
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
SBA uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume showing hours worked per week, dates of employment, and duties performed.
2. Your resume should not exceed two pages and must demonstrate the specialized experience related to the position for which you are applying. If your resume goes beyond two pages, we will only consider the first two pages for the required experience as outlined in the specialized experience.
Veterans' documentation, if applicable (e.g. DD-214 Member Copy 4 or other Member Copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
If you are a current or former Federal employee, submit a copy of your official SF-50 or other official "Notification of Personnel Action" document that shows the following information to verify your eligibility for consideration as a status applicant:
your appointment in the competitive or excepted service
tenure
grade, step and salary
highest grade held or full performance level of current or prior position (as applicable).
DO NOT SEND YOUR RESUME OR ANY APPLICATION DOCUMENTS TO THE AGENCY CONTACT.
Your latest resume submitted for this position will be used for qualification determinations and supersedes previous submissions.
ELIGIBILITY INFORMATION:
Career Transition Assistance Plan (CTAP): If you are claiming CTAP eligibility, provide a copy of your most recent annual performance appraisal (which must show at least a "fully successful" rating or equivalent), and proof of eligibility, i.e., a RIF separation notice or Certification of Expected Separation, and SF-50 noting current position, grade level, and duty location. In addition to meeting all qualification requirements and selective placement factors (if applicable), CTAP eligibles must meet the Well-Qualified criteria with a score of 85 or above based on the competencies listed above for the position in order to be given priority consideration. Information about CTAP eligibility is also on OPM's Career Transition Resources website at: CTAP http://www.opm.gov/rif/employee_guides/career_transition.asp.
If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered, or you are not eligible for appointment in this agency.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on 08/21/2025 to receive consideration.
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received for the announcement.
To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.
Your uploaded documents may take several hours to clear the virus scan process.
Customer Service Center - CSC
130 South Elmwood Ave.
Buffalo, NY 14202
US
Next steps
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
SBA uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
