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.

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Duties

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• 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.
• Duties will be developmental in nature when the position is filled below the full performance level.

Requirements

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Conditions of employment

• Must be a U.S Citizen
• Background or Security Investigation - Position Sensitivity and Security Levels may vary and is dependent upon position being filled - see the Additional Information field below for more details.
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment
• Obtain/Maintain Financial Management Certification
• New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
• A one year probationary or trial period may be required.
• Onboarding is dependent upon favorable security/suitability determination and availability of work and vacancies. In some cases, individuals may not be employed for six months or more from the time they are approved by security.

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.

Human Resources will determine your qualifications for each entry grade level based on your interest and the additional following criteria. Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe this in your resume. Combinations of education and experience may also be sufficient.

To be hired at the GS-05 entry grade level, applicants must minimally have:

• One (1) year ofexperience processing financial transactions using standardized procedures to include reviewing documents for accuracy and inputting financial accounting information into an automated system or correcting invalid/incorrect transactions.

To be hired at the GS-06 entry grade level, applicants must minimally have:

• One (1) year of experience 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.

This position is developmental and selections may be made at the GS-05 or GS-06 entry grade level. Once eligibility and qualification requirements are met, selectees will be eligible for promotion at management discretion to the GS-06 grade level without further competition.

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.

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

Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.

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 (

Additional information

• All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact View phone number on click.appcast.io for assistance.
• Moving expenses will not be paid.
• 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.
• Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level.
• PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only.
• 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

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.