Customer Service Representative

Employer
USAJobs
Location
Washington D.C.
Posted
Aug 09, 2017
Closes
Sep 08, 2017
Function
Customer Service
Hours
Full Time
JOB SUMMARY:

Are you excited by the idea of helping to support $39 billion in small business financing and setting proper conditions to stimulate America's economic growth? SBA has been a leader in small business development for more than 60 years. In an increasingly globalized economy, we tackle challenges confronted by the small business community across geographic boundaries. Although times have changed since the SBA was founded in 1953, the Agency's mission - to promote the growth of small business - has not. Today, SBA is more vital than ever. We work in collaboration with partner organizations and use cutting-edge technologies and well-tested best practices to multiply our impact on small businesses. America's 28 million small businesses are the engine of job creation and economic growth in this country, creating nearly two out of every three new jobs in the United States and employing over half the nation's workforce. SBA ensures that these businesses have the tools and resources required to start and expand their operations, and create jobs that support a growing economy and strengthen America's middle class.

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.

You will serve as a Customer Service Representative for the Small Bus iness Administration (SBA), Office of Disaster Assistance (ODA), Field Operations Center East - FOCE in Atlanta, Georgia or Field Operations Center - West (FOCW) in Citrus Heights, CA. This position provides assist to individuals and business owners with the completion of their disaster loan application(s), including financial documentation required in support of each application.

Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.



TRAVEL REQUIRED:
  • 75% or Greater
  • You may be required to travel to a disaster site during increased disaster activity for extended periods with little or no advanced notice. If so, you may encounter hazardous working and/or living conditions; i.e., no water or electricity and/or minimal lodging facilities. Travel expenses are compensated based on SBA policy and Federal regulations.

RELOCATION AUTHORIZED:
  • No

KEY REQUIREMENTS:
  • 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.
  • Credit Score must be at least 500.
  • You may be required to complete a one-year trial period.
  • 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:

    *Responding to a variety of customer financial inquiries and/or providing financial information to the public, and
    *Using computer programs such as Microsoft Office Word, Outlook, and Internet Explorer, 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.

    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
    *Using computer programs such as Microsoft Office Word, Outlook, and Internet Explorer, 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
    *Performing/Preparing financial or credit analyses.

    OR

    Education:

    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, 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, 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.

    ELIGIBILITY INFORMATION:
    1. Interagency Career Transition Assistance Plan (ICTAP) or Career Transition Assistance Plan (CTAP):
    If you are claiming CTAP/ICTAP 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/ICTAP eligibles must meet the Well-Qualified criteria for the position in order to be given priority consideration. Information about CTAP and ICTAP eligibility is also on OPM's Career Transition Resources website at: CTAP/ICTAP.
    2. If you are a veteran with preference eligibility and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.
    3. 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.

    Public Trust - Background Investigation


    DUTIES:

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

    • Screening home and business loan applications for completeness before forwarding for processing and communicate with loan applicants who have submitted incomplete applications to counsel and assist them in understanding what is required.
    • Explaining loan closing documents to borrowers and assist in closing approved loans.
    • Using computer skills sufficient to 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

    IMPORTANT NOTES:
    • The salary range above reflects the employee's base salary. Locality Pay will be added based on the location of the employee's residence.
    • Your primary residence is considered your official duty station.
    • The Term Appointment does not confer competitive status, or reinstatement rights, on the individual selected. You may be promoted or reassigned to another Term position within SBA's Office of Disaster Assistance; however, you may not be appointed non-competitively to another Federal position. You will initially be given a Term Appointment exceeding one year. If all other conditions of employment are met, this appointment may be extended, in increments, up to a total of four (4) years.
    • If selected, employees work on an intermittent (on-call) work schedule. This means that employees are in pay and duty status only when activated to respond to a disaster. When the disaster is over, employees return home in non-pay status until the next event that necessitates staff needed to respond.
    • Mandatory Overtime: In order to respond quickly and efficiently to disaster victims, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).
    • A valid driver's license may be required.