CUSTOMER SERVICE REPRESENTATIVE

Summary

Defense Finance and Accounting Services (DFAS) mission is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where agency leadership has determined that telework serves a compelling DoD need.

Duties

• •Duties will be developmental in nature when the position is filled below the full performance level.
• •Provides customer service and responds to customer inquiries for all contractor and vendor invoice payment issues including late payment, underpayment or over-payment of invoices.
• •Uses automated pay systems to research, analyze and resolve customer service issues.
• •Identifies accounts receivables, erroneously taken discounts or failure to take discounts, improperly paid interest, input errors, refunds, duplicate payments or other problem situations.
• •Receives, researches, analyzes, and answers telephone and written inquiries.
• •Explains and/or assists inquirers in the preparation of various forms and documents.

Qualifications

This position is being filled under the Direct Hire Authority for Shortage Category and/or Critical Hiring of the Department of Defense via delegated authority by the Office of the Secretary of Defense. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period.. One year of generalized experience and/or specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-05: Specialized experience is defined as: Processing financial transactions using standardized procedures to include reviewing documents for accuracy or inputting financial information into an automated system or correcting invalid/incorrect transactions. GS-06: Specialized experience is defined as: Applying regulations, policies and procedures governing pay, billing or other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts and financial regulations, policies and procedures to identify discrepancies and suggest solutions; explaining pay, billing or other types of financial procedures; or interpreting technical materials, conveying options and resolving problems within automated financial systems. Volunteer Experience: 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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement. The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.

Education

GS-05 SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: Four years of successfully completed education above the high school level may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled for which high school graduation, or the equivalent, is a prerequisite. Equivalent combinations of successfully completed education and experience may be used to meet total experience requirements. A percentage of the education (which is directly related to the work of the position being filled) and experience which when combined totals 100% of the necessary education and experience to qualify for this position. (Only education that directly relates to the work being filled beyond the first 60 semester hours will count toward the percentage). GS-06 Substitution of Education for Experience: Six months of graduate education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).