Lead Customer Service Representative

Lead Customer Service Representative

This position is also advertised under another announcement with a bilingual selective placement factor, announcement # DE-26-FOCE/W-13038807. You are encouraged to apply to this announcement AND the bilingual announcement. As a Lead Customer Service Representative at the GS-1101-11, some of your typical work assignments may include:

• Assists disaster loan applicants to better understand the SBA Disaster Loan Program and how the program may assist them with their disaster recovery.
• Explains the disaster loan process, eligibility requirements, account creation, loan options, and the application processes.
• Observes and reports back to the Field Operations Center about the state of the local economy and local business conditions.
• Determines the specific assistance required for each individual Recovery Center visitor and Outreach call/visit to determine which of the center staff is best suited to assist the specific disaster survivor needs.
• Monitors and reports on status and progress of work, and reviews completed work to see that the Supervisor's instructions on priorities, deadlines, and quality are met and to ensure accuracy, completeness, and compliance with applicable guidelines.

Important notes:

• Your primary residence is considered your official duty station.
• This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule.