Call Center Specialist

Washington D.C.
May 16, 2017
Jun 01, 2017
Customer Service
Full Time

About the Agency

The Thrift Savings Plan (TSP) is widely considered to be one of the best retirement plans in the world and a model for defined contribution plans. We are seeking a champion for its continual improvement. The FRTIB is an Independent Federal Agency responsible for administering the Thrift Savings Plan (TSP). We help Federal employees and members of the Uniformed Services retire with dignity by providing benefits similar to private sector 401(k) plans.

Mission - Our Core Purpose: Administer the TSP solely in the interest of the participants and beneficiaries
Core Values - Participant-Focused, Integrity, Collaboration

Voted as one of the top Best Places to Work in the Federal Government as ranked by the Partnership for Public Service in the Small Agencies category of Best Places to Work Rankings, the Federal Retirement Thrift Investment Board (FRTIB) is looking for a highly qualified and motivated individual to serve as a Call Center Specialist, GS-0301-11/12.

The incumbent serves as a Call Center Specialist in the Office of Participant Services and performs a broad range of functions within the Call Center Management Branch that involve the evaluation, analysis and improvement of customer service, processes and procedures, and provides assistance in coordinating the day-to-day operations in administering the TSP call centers.

Two contracted call centers are the primary interface for participants that provide information, assistance, and guidance to TSP participants, beneficiaries, other third parties and representatives from Federal agencies and services. The TSP call centers respond to an average of 15,000 calls per day with 70% of callers opting out to speak with a participant service representative. Performance metrics, a rigorous quality monitoring/satisfaction survey program, and an extensive training program are in place.

Defined contribution plan experience preferred, but not required.

  • Occasional Travel
  • You may be expected to travel for this position.

  • No

  • U.S. Citizen
  • Suitable for Federal employment, determined by a background investigation
  • Male born after 12-31-59 must be registered for Selective Service
  • Relevant experience (see Qualifications below)
  • To qualify for this position, applicants must meet the specialized experience as described below:

    Specialized Experience: Experience that has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position typically in or directly related to call center oversight and, is equivalent to the work performed at the next lower grade level.

    One year of specialized experience equivalent to the GS-09 grade level in the Federal service that involves experience implementing and evaluating complex call center functions to include managing call center operations, applying call center policies, and analyzing and improving customer service, and processes and procedures.

    -OR - Substitution of Education for Experience: You may substitute education for specialized experience at the GS 11 level by possessing a Ph.D. or equivalent doctoral degree, OR 3 full years of progressively higher level graduate education leading to such a degree.

    One year of specialized experience equivalent to the GS-11 grade level in the Federal service that involves experience implementing and evaluating complex call center functions to include managing[SD1] call center operations, applying call center policies, analyzing and improving customer service processes and procedures, monitoring call center knowledge databases, and creating articles and recommendations to improve call center performance.

    You must provide your transcripts to support your educational claims. Transcripts may be unofficial copies, but they must come from an accredited college or university, and they also must include the courses' names and number of credit hours. To search the database of accredited institutions visit:

    Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show 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 an accredited U.S. education program; or full credit has been given for the courses at U.S. accredited college or university. For further information visit:

    Education may not be substituted for experience at the GS-12 grade level.

    All qualification requirements must be met by 05/31/2017. Your application package will not receive consideration if it lacks any of the required documents under the "Required Documents" tab.

    Probationary Period: One-year trial/probationary period may be required.

    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

    Background Suitability Investigation: Continued employment is contingent upon satisfactory completion of a background investigation and the granting of a Federal suitability or security clearance. If selected, you may be offered tentative employment until the background investigation has been fully adjudicated.

    Public Trust - Background Investigation