Customer Outreach Specialist

Employer
USAJobs
Location
Washington, D.C
Posted
May 24, 2019
Closes
May 29, 2019
Function
Administrative
Hours
Full Time
Duties

Summary

PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.

This position is located in Bureau of the Fiscal Service, Revenue Collections Management, Agency Relationship Management and Engagement Division in Washington, DC. Our mission is to promote the financial integrity and operational efficiency of the U.S. government through exceptional accounting, financing, collections, payments, and shared services.

Learn more about this agency

Responsibilities

The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

-Manage Federal Agency Customer Relationships

-Collaborate with internal cross-functional teams to help drive new RCM initiatives

-Coordinate & track all executive level outreach & engagement efforts with various stakeholders

-Support promotion, marketing and messaging plan development

-Facilitate webinars, forums and discussions necessary for promoting RCM products, services and initiatives

Travel Required

Occasional travel - Minimal travel may be required

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

  • Must be U.S. Citizens or U.S. Nationals.
  • Please refer to "Conditions of Employment."
  • Click "Print Preview" to review the entire announcement before applying.


This opportunity is also open to Status Candidates under Announcement 19-FS-512-MP. Please refer to that announcement for details on open period, eligibility, and how to apply.

The experience may have been gained in either the public, private sector or volunteer service . One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

Qualifications

You must meet the following requirements by the closing date of this announcement.

Specialized experience: For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes initiating studies and analyzing problems to determine the degree of success in attaining program goals. Examples of this experience could include the following:

-Serving as a point of contact for a customer agency to ensure that customer needs and program goals are met; OR
-Leading forums, webinars and/or discussions to promote products, services and initiatives; OR
-Identifying and analyzing problems, evaluate alternatives and make recommendations

Specialized experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes maintaining customer relations or serving as a point of contact for an agency to ensure that customer needs are met. Examples of this experience could include the following:

-Conducting customer satisfaction surveys and tracking statistics; OR
-Serving as part of a team to promote products or services through various methods (presentations, newsletters, forums), OR
-Preparing effective oral and written reports, and conduct presentations

OR
You may substitute education for specialized experience as follows:
Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a degree OR a LL.M., if related

OR
You may qualify by a combination of experience and education. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education.

Specialized experience: For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes supporting outreach and engagement efforts to internal and external customers.
Examples of this experience could include:

-Assisting in presenting forums, webinars, or presentations; OR
-Organizing and accomplishing varied work assignments to establish priorities or meet deadlines; OR
-Aiding the development of communication materials such as reports, letters, and presentations; OR
-Communicating effectively with a wide variety of customers.

OR
You may substitute education for specialized experience as follows: A master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or a LL.B. or J.D., if related.

OR
You may qualify by a combination of experience and education. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education.

Education

Additional information

- We will not pay relocation expenses for the GS-09 or GS-11.
- For the GS-12, factors such as cost effectiveness, labor market conditions and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government.
- We may select from this announcement or any other source to fill one or more vacancies.
- This is a bargaining unit position.
- This position is a nonsensitive position.
- A recruitment incentive may be offered.
- Student loan repayment may be offered.
- We offer opportunities for telework.
- We offer opportunities for flexible work schedules.

CONDITIONS OF EMPLOYMENT:
- A one year probationary period may be required.
- Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years.
- Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency
- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
- Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
- Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 . Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
- Obtain and use a Government-issued charge card for business-related travel.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.

Rating: Your application will be evaluated in the following areas: Project Management, Analytical, Communication, and Problem Solving. Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, Superior, Good, or Satisfactory depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP )) you must be assigned the middle category or better to be rated as "well qualified" to receive special selection priority.

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, 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). Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.

All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips .

VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see applicant guide for required documentation . In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide.

CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents.

EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page . If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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