Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

Applicants must have 52 weeks of specialized experience equivalent to the GS-7 level or above that includes comprehensive knowledge of laws, regulations, and written guidelines as it relates to programs administered by SSA or related programs; using automation tools and computer systems software to resolve or process a wide variety of actions; communicating with a large volume of people from diverse socioeconomic backgrounds in order to resolve a wide variety of problems, and/or provide advice/guidance about program policies and benefits; writing correspondence in response to multiple complex or technical issues.

Applicant must have 52 weeks at the GS-07 or higher. The following time-in-grade requirement must be met by the closing date of this announcement. Selection Placement Factor: COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public.

Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly.

If you do not pass the CAIP interview, you will not qualify for the job. NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs. Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public.

As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.