Contact Representatives provide a broad
range of assistance to meet the needs of customers, including retirees,
their survivors/representatives, and others who have an interest in
benefit programs administered by OPM’s Retirement Services. These
vacancies are located in the Retirement Information Office (RIO – Call Center) of Retirement Services, located in East Butler, PA.
This position is also being announced under the Agency’s Merit Promotion Plan to federal employees and non-competitive appointment eligibles. If you wish to be considered under Merit Promotion or Non-Competitive procedures, you MUST apply under the Merit Promotion announcement 16-274-PAH-MP.
Duties
- As a
Customer Service Specialist in a call center environment, you will
receive incoming calls from annuitants and survivors regarding their
retirement and various other benefits (calls could range from 50 to 100
daily.)
- Provides customers with forms available through the on-line documents system.
- Ensures customers receive interim payments while waiting final processing of their retirement and/or other benefits.
- Examines
claims for annuity and/or other benefits to determine their
completeness and acceptability for processing. Determine if additional
information is needed and contacting other Federal agencies, payroll
offices, and employees to obtain the necessary documentation to finalize
the claim.
- Computes
standard payment plans and/or authorizing special payment plans to
assist customers in repaying debts due the Government.
- Makes
adjustments in benefits resulting from post-retirement changes, such as
changes in marital status, affecting benefits payments and
entitlements.
- Answers
customer inquiries received by telephone, e-mail, fax, and written
correspondence making adjustments and resolve questions using available
resources.
- Processes change requests including health benefits,
income tax withholding, address, direct deposit, allotments and password
resets.
- Uses available systems to provide status of
retirement, survivor, disability, refund, service credit and court
ordered benefit claims.
Travel Required
- Occasional Travel
- Occasional Travel may be required.
Relocation Authorized
Job Requirements
Job Requirements
Key Requirements
- U.S. Citizen
- Suitable for Federal employment, determined by a background investigation
- Males born after 12-31-59 must be registered for Selective Service
- Relevant experience (see Qualifications below)
Qualifications
You
must have at least one year of experience that is equivalent to the
GS-4 level in the Federal service defined as experience that is in or
directly related to the line of work of this position (call center
experience). Examples that meet this definition include work involved in
explaining or answering questions about programs or products and
assisting customers in completing forms or applications, reviewing forms
and/or claims for completeness, accuracy, and compliance with
regulations.
OR Successfully completed four years of post high school education.
OR A combination of experience and education that meets the minimum qualification requirements.
You must meet all qualification and eligibility requirements by the closing date of this announcement.
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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Security Clearance
Public Trust – Background Investigation
Additional Information
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