This is a mid-level developmental PD leading to the full performance PD: Contact Representative (Customer Service Representative), GS-962-8, PD#5E322. At this level, the trainee continues to seek advice from higher graded analysts. Management devises structured training and development activities to provide experience and technical competence in the methods, procedures, principles, and techniques of the full performance level.

Assignments in this position are developmental in nature. The supervisor defines the objectives, priorities, and deadlines for projects or assignments. The supervisor or a higher graded analyst is available for consultation and assists the employee with unusual situations, problems or studies that do not have clear precedents. The supervisor evaluates reports and other completed work for technical soundness, appropriateness of conclusions or recommendations, consistency, and relevance.

In this mid-level position, the trainee performs a variety of functions in support of higher graded specialists. The incumbent consults with higher graded analysts to identify problems and methods of approach, but is expected to perform standard, routine duties independently. During this period of training, management broadens assignments to enable the incumbent to eventually perform all the duties of the next higher grade.

- Interviews beneficiaries, and/or their representatives and the public to determine the nature of their problem or interest. Explains technical provisions, elicits relevant facts and resolves problems with payments or eligibility. Provides beneficiaries with information about eligibility and benefits being paid under all programs administered by SSA. Also furnishes information to the public about work incentive provisions, compliance with the various beneficiary reporting requirements and submitting appropriate reports to continue, suspend or terminate monthly payments. Explains and promotes the agency’s online and automated services.

- Provides information about specific retirement options and computes estimated monthly benefits payable at various ages to enable individuals to make retirement decisions that will affect them the rest of their lives. Explains and assists callers with proper use of SSA’s online retirement planner tools.

- Processes assigned Title 2 and/or assigned Title 16 post entitlement workloads using appropriate automation tools and systems inputs. Initiates contacts with beneficiaries or others to obtain reports and clarify inconsistent or incomplete reports. Makes routine systems inputs to correct or change records of entitlement and eligibility. As assigned, develops discrepancies in earnings and in routine cases, determines amounts to be posted and/or removed from individual earning records. Advises inquirers about filing for My Social Security Accounts online for direct access to certain post entitlement actions and available information. Completes Registration Customer Support (RCS), when appropriate, and provides guidance and support in completing and maintaining My Social Security Accounts (My SSA).

- Identifies persons requiring representative payees in most post-entitlement situations and refers. Evaluates the qualifications of prospective candidates, assesses capability, selects the preferred payee, and at specified intervals, reassesses the continuing suitability of current payees. Initiates development in potential misuse cases and makes appropriate referrals to higher graded employees.

- Explains Title 2 and T16 overpayment notices and initiates repayment plans as appropriate. Receives and/or completes Request for Waiver and Recovery Questionnaires, and makes systems inputs to post waivers, suspend or resume debt collection, as required. Obtains supporting evidence as necessary.

- Investigates case situations and reconciles discrepancies causing interruption in the receipt of Title 2 and Title 16 monthly benefits. Decides when critical payment procedures should be used and refer to a higher graded employee.

- Provides information about specific benefit options and computes estimated monthly benefits payable at various ages using appropriate automated systems to enable individuals to make retirement decisions.

- Answers questions about Medicare eligibility and resolves problems concerning premiums and entitlement. Explains enrollment period options. Enrolls current beneficiaries or provides application for self-help completion. Explains the Income Related Monthly Adjustment Amount (IRMAA) provisions and Part D Extra Help options administered by the agency. As needed makes appropriate referrals to Center for Medicare and Medicaid Services and state agencies for buy-in and state assisted programs. Recommends corrective action necessary to resolve Hospital Insurance/Supplemental Medical Insurance (HI/SMI) entitlement, premium collection and other benefit entitlement and payment status problems, and, after consultation, takes appropriate action.

- Responds to inquiries regarding Social Security numbers (SSN's,) replacement cards, corrected cards and the actions needed for newborns, adoptions, and aliens. As assigned, processes all SSN applications, while maintaining the integrity of enumeration.

- Develops and resolves discrepancies in earnings and determines amounts to be posted and/or removed from individual earning records.

- Develops simpler fraud issues on cases such as enumeration, SSN misuse, MySSA, auto-enroll fraud and scrambled earnings, etc. Safeguards personally identifiable information (PII) from loss, theft or improper disclosure including inadvertent disclosure. Immediately notifies management of any breach, loss or potential loss of PII in any form. Identifies the need for social services and, after consulting with higher-graded CSR or TA/Supervisor, makes appropriate referrals to private, nonprofit or government organizations supplying such services.

- Identifies security and adverse (non- routine) situations with public relations implications or problems and appropriately refers them to management.

- Participates in training sessions as a student and successfully completes on the job training.

- Is sensitive to the needs of customers with disabilities by offering special notice options for the visually impaired, blind, or handling operator assisted relay calls for the hearing impaired.

- As assigned, performs one or more of the following tasks:

o Assists in the processing of requests for appeals of disability determinations for Title 2 and Title 16 claimants;

o Initiates and controls actions necessary to recover incorrect payments made after a payee or beneficiary's death. Responds to inquiries from financial organizations and resolves problems involving Electronic Funds Transfer (EFT) payments;

o Serves as the office remittance clerk, processing payments and returned benefit checks received in the office using the appropriate automated system;

o Performs cashier duties using the appropriate system for the payment of certain programmatic payments and administrative expenses;

o Accepts requests to start or stop voluntary tax withholding and explains the withholding rates set by Internal Revenue Service (IRS). Processes the completed W-4V form;

o Ensure paper items are properly recorded both electronically and in a timely manner;

o Answers questions and provides assistance with Rep Payee Accounting form, disability eWork reports, Continuing Disability reports, SSA-1099 inquiries, Foreign Enforcement suspensions and reinstatements, and/or changes in income for Title 16 recipients, deemors and non-deemors.

- Performs other duties as assigned and assumes new responsibilities mandated by legislative or policy changes.

- Ability to organize, prioritize, multi-task, and be flexible to adapt to changes in policy, procedures and technology to identify issues, perform work accurately and timely, and to obtain resolutions as efficiently as possible while maintaining a balanced workload.

- Ability to research issues, guidelines, procedures and policies to seek solutions and to interpret and make appropriate judgments in the application of the material using all available sources.

- Skill in using the computer and commercial software packages, data input methods and web-based applications to process daily work. Be able to type 40 WPM.

- Skill in listening and communicating orally to handle a variety of sensitive interviews and to convey program information to people from all backgrounds, with respect and courtesy. If needed, has familiarity with available American Sign Language tools and foreign language interpreter services.

- Skill in written communication to obtain and provide information and data in a written product, which is clear and concise, and to communicate succinctly and courteously to an inquirer or other components actions or situations requiring resolution.

Experience: 4 years of customer service. Education can be replaced by experience.

Job Type: Full-time

Pay: From $39,576.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 4 years (Preferred)

Language:

• another language (Preferred)

Ability to Relocate:

• New Port Richey, FL 34654: Relocate before starting work (Required)

Work Location: In person