What are the responsibilities and job description for the Contact Representative (Call Center) position at DFAS?
Apply Online Through 06/30/2026 At
https://dfas.usajobs.gov/job/872942700
**This is NOT a remote work opportunity.**
Position Is Located
**Conditions of employment**
This 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 Xperience Is Defined As
applying regulations, policies, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems; and researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions.
Volunteer Experience
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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
**Education**
Substitution of Education for Specialized Experience is generally not applicable above GS-05, but may be considered if it is**directly related**to the position being filled.
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https://dfas.usajobs.gov/job/872942700
**This is NOT a remote work opportunity.**
Position Is Located
- **Indianapolis, IN**
- **Rome, NY**
- **Bratenahl, OH**
- **Cleveland, OH**
- **Whitehall, OH**
- 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.
**Conditions 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 (males born after 12-31-1959)
- 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.
This 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 Xperience Is Defined As
applying regulations, policies, or procedures for pay transactions to inform customers and explain financial matters/procedures or solve problems within automated systems; and researching customer accounts and financial regulations, policies, or procedures to identify discrepancies or suggest solutions.
Volunteer Experience
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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
**Education**
Substitution of Education for Specialized Experience is generally not applicable above GS-05, but may be considered if it is**directly related**to the position being filled.
- GS-04 Substitution of Education for Experience**: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements.
- GS-05 Substitution of Education for Experience:**Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements.
- GS-06 Substitution of Education for Experience:Six months of graduate education may be substituted to meet the specialized experience required when it is**directly related**to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements when the education is**directly related**to the position being filled.
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