SUPERVISORY CONTACT REPRESENTATIVE

• Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work.
• Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls.
• Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required.
• Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved.
• Provides interpretation of regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.
• Duties will be developmental in nature when the position is filled below the full performance level.

• Must be a U.S Citizen or National.
• 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.
• Registered for Selective Service (males born after 12-31-1959).
• Suitable for Federal employment.
• 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.

• Applying routine financial regulations, policies, and procedures to research and resolve standard customer account issues; or
• Explaining basic system regulations, guidelines, and processing outcomes to customers or other employees; and
• Providing informal guidance, peer-to-peer training, or support to coworkers.

• Interpreting and applying complex or non-routine regulations and policies to analyze and resolve sensitive or escalated problems; or
• Developing alternative solutions and explaining technical regulations, procedures, and official outcomes to customers or other employees; and
• Coordinating team workflow priorities, delivering training, or providing performance feedback to team members.

• Moving expenses will not be paid.
• Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need.
• We may use this announcement to make a temporary promotion. For some positions, the temporary promotion may be made permanent without further competition.
• Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment.
• As a condition of employment, you may be required to serve a 1-year probationary period during which we'll evaluate whether your continued employment advances the public interest. The evaluation will consider: your performance and conduct; the needs and interests of the agency; whether your continued employment advances agency or governmental goals; and whether your continued employment advances the efficiency of the Federal service. At the end of the probationary period, your employment will be terminated unless you receive certification that your continued employment advances the public interest.?
• A one year supervisory or managerial probationary period may be required.
• We may use this announcement to fill additional vacancies within 120 days of the closing date.
• This position is Exempt from the Fair Labor Standards Act.
• Travel requirement is Seldom (1-24%).
• This position is not covered by a bargaining unit.
• Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level.
• Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.
• Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, here.
• The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.
• Criminal History Inquiries- For some positions, criminal history inquiries may not take place before you receive a conditional job offer. Please see Fair Chance to Compete for Jobs Act of 2019 (dfas.mil) for more information on The Fair Chance to Compete Act, exceptions, and DFAS contact information.

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