LEAD 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. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. Responsibilities Distributes and balances the workload among employees in accordance with established requirements and assures timely accomplishment of the assigned workload. Reviews work to ensure compliance with guidelines, technical accuracy, and meeting of deadlines. Responsible for providing customer service and responding to customer inquiries for all invoice payment issues to include the late payment, underpayment, or overpayment of invoices. Researches, analyzes, and resolves customer service issues within the governed laws, regulations, policies, and procedures as they apply to individual circumstances. Provides general and detailed information to customers on all facets of contractor/vendor payments. Requirements Conditions of Employment Qualifications This position is being filled under the Direct Hire Authority for Certain Personnel 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. Applicants MUST have related financial experience AND/OR a related financial degree (examples include: Finance, Accounting, Management, Actuarial Science, or related), in addition to meeting Office of Personnel Management (OPM) minimum qualification requirements. Substitution of combination of education and experience must still, in conjunction, minimally satisfy the DHA qualification requirement. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service (GS-06), which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Experience applying financial regulations, policies, and procedures to research customer issues, developing solutions, and explaining outcomes to customers. 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 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. Education GS-07 Substitution of Education for Experience: One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. 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 ( Additional Information All applicants are encouraged to apply electronically. If you are unable to apply online, you may contact View phone number on click.appcast.io for assistance. Moving expenses will not be paid. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here. 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. Veteran's Preference: Veteran's preference does not apply under this Direct Hire Authority (DHA). This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. Positions may be filled as permanent or term with a full-time or part-time work schedule. Pay will vary by geographic location. 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. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A one year probationary or trial period may be required. We may use this announcement to fill additional vacancies within 90 days of the closing date. This position is Non-Exempt from the Fair Labor Standards Act. Travel requirement is Seldom. This position is not covered by a bargaining unit. Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance.(See DoD Instruction 1400.25, Volume 300, here) This position requires you to obtain and maintain a Level 1 Certification under the DoD Financial Management (FM) Certification Program as a condition of employment. If you are selected, you will have to obtain this certification within two (2) years of your entry on duty in the position unless you are already in a position that requires a Level 1 Certification in which case you must complete the certification within the original 2-year period. Failure to become certified within the required time-frame may be grounds for removal from the position and/or from Federal service. Information about the DoD FM Certification Program is available at FM Certification 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.