Duties

As a Customer Service Representative at the GS-1101-9/11, some of your typical work assignments may include:

• Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
• Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
• Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.
• Performing some financial computations/analyses to determine applicants' ability to repay loans.

• This is a Term position, which is a Competitive service position and does not confer competitive status, reinstatement rights, or eligibility for non-competitive conversion to a permanent job to the individual(s) selected. You may be promoted or reassigned to another term position within SBA's Office of Disaster Recovery & Resilience; however, you may not be non-competitively appointed to another Federal position. You will be given an initial Term Appointment up to 1 year, but not more than 4 years. If all other conditions of employment are met, this appointment may be extended, up to a total of four (4) years in increments determined by SBA.
• The salary range above reflects the employee's base salary. Locality Pay will be added based on the location of the employee's residence.
• Your primary residence is considered your official duty station.
• If selected, employees work on an intermittent (on-call) work schedule. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to a non-pay status until the next event necessitates additional staff.
• However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, your work schedule may be changed back to intermittent.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required heighten Disaster Activities.
• TRAVEL STATEMENT- You may be required to travel to a disaster site during increased disaster activity for extended periods with little or no advanced notice. If so, you may encounter hazardous working and/or living conditions; i.e., no water or electricity and/or minimal lodging facilities. Travel expenses are compensated based on SBA policy and Federal regulations.
• By applying for this position with SBA's US Small Business Administration, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.
• Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
• This is not a bargaining unit position.

Requirements

Conditions of Employment

• U.S. citizenship is required.
• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• You may be required to complete a one-year trial period.
• This is not a bargaining unit position.
• A valid driver's license may be required.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).

How You Will Be Evaluated

• Benefits

  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.

  Review our benefits

  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.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  Required Documents
  To apply for this position, you must provide a complete Application Package which includes:
  1. Your Resume showing hours worked per week, dates of employment, and duties performed.
  2. Completed Questionnaire

  • Preview at: https://apply.usastaffing.gov/ViewQuestionnaire/12424403

  3. Other supporting documents, such as:

  • College Transcript(s), if qualifying based on education.
    • Unofficial transcripts may be submitted during the application process; however, official transcripts will be required if selected.
  • Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 or other Member Copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
  • Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
  • If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here. https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

  DO NOT SEND YOUR RESUME OR ANY APPLICATION DOCUMENTS TO THE AGENCY CONTACT.
  Your latest resume submitted for this position will be used for qualification determinations and supersedes previous submissions.
  
  ELIGIBILITY INFORMATION:
  1. Interagency Career Transition Assistance Plan (ICTAP) or Career Transition Assistance Plan (CTAP):
  If you are claiming CTAP/ICTAP eligibility, provide a copy of your most recent annual performance appraisal (which must show at least a "fully successful" rating or equivalent), and proof of eligibility, i.e., a RIF separation notice or Certification of Expected Separation, and SF-50 noting current position, grade level, and duty location.In addition to meeting all qualification requirements and selective placement factors (if applicable), CTAP/ICTAP eligibles must meet the Well-Qualified criteria with a score of 85 or above based on the competencies listed above for the position in order to be given priority consideration. Information about CTAP and ICTAP eligibility is also on OPM's Career Transition Resources website at: CTAP/ICTAP. http://www.opm.gov/rif/employee_guides/career_transition.asp.
  You are eligible for CTAP/ICTAP if:
  1. You are a current federal employee who meets the definition of a "surplus" or "displaced" employee meaning you have received official notice that your job is no longer needed or that you will lose your job by Reduction-in-Force (RIF).
  2. Your agency, or the agency to which you are applying, is accepting applications from within or outside of the permanent workforce.
  3. The position to which you are applying MUST BE in the Local Commuting Area of the position of record from which you are being displaced.
  2. If you are a veteran with preference eligibility and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.
  3. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.
  The complete application package must be submitted by 11:59 PM (EST) on 06/10/2024 to receive consideration.

  • To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
  • You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
  • You will receive an email notification when your application has been received for the announcement.
  • To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.
  • After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
  • If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
  • Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.

  Your uploaded documents may take several hours to clear the virus scan process.

  Agency contact information

  David Wager

  Email

  david.wager@sba.gov

  Address

  Field Operations Center West - FOCW
  6501 Sylvan Road
  Citrus Heights, CA 95610
  US

  Next steps

  Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
  Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
  To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
  SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
  SBA uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Criminal history inquiries
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

United States Citizens