Transportation Industry Analyst (Open to U.S. Citizens)

Employer
USAJobs
Location
Washington, D.C
Posted
Apr 30, 2021
Closes
May 06, 2021
Function
Analyst
Hours
Full Time
Duties

Summary

The Office of the General Counsel (OGC), Office of Aviation Consumer Protection Division (OACP) reviews and responds to consumer complaints and promotes awareness and understanding of consumer rights through online consumer information and education.

Learn more about this agency

Responsibilities

Transportation Industry Analysts:
  • Accurately and timely code and input complaints into the computerized database.
  • Handle consumer complaints and inquiries covering a wide-range of airline service issues, including allegations of failure to provide required refunds and allegations of discrimination. Complaints and inquiries must be analyzed to determine relevancy and accurately classified for publication in a monthly air travel consumer report.
  • Communicate orally and in writing with consumers to inform them of their rights and the obligations of airlines and ticket agents to comply with consumer protection and civil rights statutes and regulations.
  • Communicate orally and in writing with airlines and other air travel companies to ensure the complete and timely processing of complaints and compliance with aviation consumer protection and civil rights laws.
  • Perform other tasks and special assignments as necessary related to aviation consumer protection and civil rights complaints.

Ideal Candidate Statement : The Office of the General Counsel, Office of Aviation Consumer Protection Division (OACP) is looking for a candidate who is experienced with handling consumer complaints, motivated, and self-reliant. They should be willing to learn and adapt to change in working with skilled professionals that ensure the fairness of the aviation industry.

Travel Required

Not required

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

  • You must be a U.S.Citizen and eligible for consideration.
  • You must meet specialized experience to qualify.
  • Required documents must be submitted by the closing date.
  • Submit application and resume online by 11:59 PM EST on the closing date.


CONDITIONS OF EMPLOYMENT:
  • SELECTIVE SERVICE: Males born after 12/31/1959 must be registered for the Selective Service.
  • TIME-IN-GRADE: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F.
  • DEU REQUIREMENTS: Applicants selected under delegated examining procedures may be required to successfully complete a one-year probationary period (unless already completed).


Qualifications

To meet the minimum qualifications for this position, you must meet either the education or specialized experience requirements.

To qualify for the GS-11 on Experience, you must have at least one year of experience equal or equivalent to the GS-09 it must include:
  • Experience documenting, tracking, and investigating customer service issues arising from consumer complaints and/or inquiries in the private sector or Federal, State, or local government.

To qualify for the GS-11 on Education alone, you must have:
3 years of progressively higher level graduate education leading to a Ph.D. degree or Ph.D. or equivalent doctoral degree in accounting, business administration, business or commercial law, commerce, economics, engineering, finance, industrial management, statistics, traffic management, transportation, motor mechanics, or other fields related to the position. You can also qualify based on a combination of higher level graduate education and experience. This must be fully supported by your resume and transcripts, provided with your application.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:
  • Consumer Protection - Works with aviation consumers and airlines to assess consumer needs, provide information or assistance, resolve their problems and is committed to providing quality products and services.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
  • Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

  • For all types of consideration, 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

    For additional information about applying to Federal positions, please click on the following link: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=e4

    Students enrolled in a qualifying degree program can apply if the anticipated graduation date is within six months of closing date of the announcement. Graduation transcript must be received before start date.

    Other applicants must meet all qualification requirements by the closing date of this announcement.

    Education

    Additional information

    This vacancy may be used by any DOT agency to fill similar positions within 90 days.

    How You Will Be Evaluated

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

    DESCRIBING YOUR EXPERIENCE: PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/ application does not support your questionnaire answers, we will not allow credit for your response(s). Your resume must contain sufficiently detailed information upon which to make a qualification determination. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, and if the position is/was in the Federal government, you should provide the position series and grade level.

    To compete with U.S. Citizens: If you meet the qualification requirements, your application will be placed in one of four categories: Platinum, Gold, Silver or Bronze, which is based upon your responses to the vacancy questions. Within these categories, applicants eligible for veteran's preference that have provided supporting documents will receive selection priority over non-veterans. The top rated applications will be reviewed for the quality of your experience, education and training relevant to the position.

    Your application will be rated on the extent and quality of your experience, education and training relevant to the position. The answers you select in the on-line process must be substantiated in your application package. If upon review, it is determined that your described work history, competencies, and/or supporting documents do not support your answer choices, your application may be updated on your behalf or you may not be referred to the selecting official. Please ensure that your work history provides enough details to support your answers. The Automated Staffing Office is ultimately responsible for determining your final rating.

    To preview questions please click here .

    Background checks and security clearance

    Security clearance
    Not Required

    Drug test required
    No

    Required Documents

    RESUME - All applicants must provide a resume created within USA Jobs Resume Builder, that shows relevant experience, education and support the required specialized experience. Formatted resumes can by uploaded later in the application process.

    TRANSCRIPTS are REQUIRED if there is a stated education requirement for the series OR if you are substituting education for experience. The transcripts need not be official, but must show that you meet the stated education requirements, including specific major or class requirements. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
    • If you have already qualified and worked in the federal service in this series, you may provide an SF-50 in lieu of transcripts.

    PERFORMANCE APPRAISALS/INCENTIVE AWARDS: If applicable, performance appraisals and/or Incentive award documentation may be submitted and forwarded to the selecting official in consideration of your application. To receive credit, submit a recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable (do not submit a performance plan) and/or incentive award documentation dated within the last 18 months (i.e. performance awards, special act or achievement awards, quality step increases, etc.).

    VETERANS: Your last DD214 (member 4 copy), Certificate of Release or Discharge From Active Duty, that shows the type of discharge and all dates of active duty is required to verify your eligibility.
    • If applying to a vacancy opened to all US Citizens under category rating and wish to be considered as a preference eligible, you need to submit a copy of your DD214 (member-4 copy).
    • If claiming preference eligibility as a disabled veteran, you must submit proof of entitlement of this preference which is normally a valid letter from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. An SF-15 is desired, but not required.
    • If applying to a vacancy opened Status and you are requesting consideration under Veteran's Employment Opportunity Act (VEOA) ( https://www.fedshirevets.gov/job/shav/#veoa ), you need to provide a copy of your last DD214 (member-4 copy), which verifies your military service dates, reason for separation, OR certification of separation that shows a discharge date within 120 days of the closing of this announcement, and eligibility for consideration under the Veterans Employment Opportunity Act.

    NON COMPETITIVE APPLICANTS: If requesting concurrent consideration for Non-competitive (NC) appointment eligibility, you must provide the appropriate SPECIAL APPOINTING AUTHORITY DOCUMENTS, such as PCS orders (military spouse) describing move & marriage certificate; letter from VA or DD214 describing 100% disability of spouse; letter from State Vocational Office certifying disability (schedule A), etc. For more information, visit military spouse NC appointments or Persons with Disabilities NC appointments.

    DISPLACED EMPLOYEES: If requesting consideration under the Career Transition Assistance Program (CTAP) or Interagency CTAP program (ICTAP), you must meet the well qualified standards for this vacancy (meeting minimum requirements for position and scoring at least an 85 or falling in the Gold Category) and provide all of the following documents:
    • your most recent performance appraisal,
    • the proof of eligibility letter from the Agency, and
    • your most current SF-50, displaying current series and grade.

    Displaced employees may be eligible for ICTAP or CTAP priority consideration. For more information, please review the OPM Employee's Guide to Career Transition .

    Failure to submit any of the required documents by the closing date of the vacancy will result in your removal from consideration for this position. Please review your application prior to final submission and ensure you have submitted all appropriate documents. Uploading documents to USAJobs does NOT ensure inclusion with your application to our system. You must verify that the documents are in the system with your application prior to final submission.

    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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