Contact Representative (Call Center)

Apply online through 06/30/2026 at: https://dfas.usajobs.gov/job/872942700This is NOT a remote work opportunity. Position is located:

• Indianapolis, IN
• Rome, NY
• Bratenahl, OH
• Cleveland, OH
• Whitehall, OHDuties
• Duties described below reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature.
• The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.
• The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
• Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.
• Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.
• Provides status on various actions; and inaccuracies and discrepancies in customer account information.RequirementsConditions of employment
• ***This Job Opportunity Announcement is using an additional online assessment tool to evaluate applicants. Please review the HOW YOU WILL BE EVALUATED, HOW TO APPLY and WHAT TO EXPECT NEXT sections below for instructions.***
• Suitable for Federal Employment
• Registered for Selective Service (if applicable)
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Must be a U.S. Citizenship or National
• New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.
• This announcement will be used to fill current and anticipated future vacancies.
• Onboarding is dependent upon favorable security/suitability determination and availability of work and vacancies. In some cases, individuals may not be employed for six months or more from the time they are approved by security.QualificationsThis announcement will be used to fill positions with an entry grade of GS-04, GS-05 or GS-06 with a target grade of GS-06.
  
  

Generalized Experience for GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

Generalized experience is defined as: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

Specialized Experience for GS-05: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

Specialized experience is defined as: researching information in an automated system to provide verbal and written responses that resolve customer issues.

Specialized Experience for GS-06: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

Specialized experience is defined as: applying regulations, policies, or procedures for pay transactions to info