Customer Service Representative GS 9 - 11

Summary

You will serve as a Customer Service Representative for the Small Business Administration (SBA), Office of Disaster Recovery & Resilience (ODR&R), Field Operations Centers - East & West (FOCE/W). This position provides assistance to individuals and business owners with completion of their disaster loan application(s), including financial documentation required in support of each application

Duties

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

• Assisting with completing home and/or 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.

Requirements/Conditions of Employment

• U.S. citizenship is required.
• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• This position is not included in a bargaining unit.

Qualifications

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:

• Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing, 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
• Working with financial documents: such as, tax returns, income (profit and loss) statements, schedules of liabilities, balance sheets, 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:

• 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
• Leads a team and provides oversight of the quality of work, while further developing staff, and assuring adherence with established policies and procedures; and
• Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing.

OREducation

If qualifying based on education, you must submit transcripts by the closing date of this announcement or you will not be found eligible.

GS-09: Master's degree or equivalent, LL.B. or J.D., in a related field, from an accredited college or university or two full years (36 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

GS-11: Ph.D. or equivalent doctoral degree, or LL.M., in a related field, from an accredited college or university or three full years (54 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

OR

A combination of experience and education as indicated above.

Qualification Standards: General Business and Industry Series 1101b (opm.gov)

Job Types: Full-time, Temporary

Pay: $51,332.00 - $80,737.00 per year

Benefits:

• Health insurance
• Paid time off
• Work from home

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Work Location: In person

Salary : $51,332 - $80,737