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Summary Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees, in the local commuting area, and eligible DoD PPP Military Spouse preference applicants. This job announcement uses a SME Panel to evaluate applicants. This announcement will be used to fill positions with an entry grade of GS-07 or GS-08 with a target grade of GS-08. The salary range for grade GS-07 is $49,960 to $64,952. The salary range for grade GS-08 is $55,328 to $71,932. Responsibilities Serves as a Supervisory Contact Representative in the Customer Care Center. Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved. Provides interpretation of regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries. Duties will be developmental in nature when filled below the full performance level. Requirements Conditions of Employment Qualifications One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07, and GS-07 for GS-08) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07 Specialized Experience is defined as: applying financial regulations, policies, and procedures to research customer issues, or developing solutions and explaining regulations and outcomes to customers or other employees; and providing guidance, training, or support to coworkers. GS-08 Specialized Experience is defined as: interpreting and applying financial regulations, policies, and/or standard operating procedures to research and analyze complex and highly visible problems, or developing solutions and explaining technical regulations, procedures, and outcomes to customers; and providing guidance, training, or support to coworkers. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-07, applicants must have served 52 weeks as a GS-06 or higher in the Federal service. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 or higher in the Federal service. 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. 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 when the education is directly related to the position being filled. GS-08 Substitution of Education for Experience: Eighteen months 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 when the education is directly related to the position being filled. If you are using education to substitute for the specialized experience and/or a basic requirement, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). Additional Information 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. We may use this announcement to make a temporary promotion. For some positions, the temporary promotion may be made permanent without further competition. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. As a condition of employment, you may be required to serve a 1-year probationary period during which we'll evaluate whether your continued employment advances the public interest. The evaluation will consider: your performance and conduct; the needs and interests of the agency; whether your continued employment advances agency or governmental goals; and whether your continued employment advances the efficiency of the Federal service. At the end of the probationary period, your employment will be terminated unless you receive certification that your continued employment advances the public interest. A one year supervisory or managerial probationary period may be required. We may use this announcement to fill additional vacancies within 120 days of the closing date. This position is exempt from the Fair Labor Standards Act. Travel requirement is seldom. This position is not covered by a bargaining unit. 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. 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. 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. 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: https://www.dfas.mil/onboarding2/certifications/.