Summary

As a Contact Representative, you will be part of Retirement Services. The incumbent will be responsible for providing information and assistance to meet the needs of retirees, their survivors and representatives, and others with interests in benefit programs administered by OPM. This is an Open Continuous announcement. You must reapply every 90 days to remain eligible for consideration. See additional information section for referral guidance. This position is NOT eligible for remote work.

Duties

Receive incoming calls from annuitants and survivors regarding their retirement and various other benefits (Agent handling volume is 65-85 calls per day.)Answer customer inquiries primarily received by telephone making adjustments and resolving questions using available resources.Provide customers with forms available through the on-line documents system.

Requiremennts

Must be a U.S. Citizen or National Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/Home/Registration) Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Complete the initial online assessment and USAHire Assessment, if required This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 2450. This position is not eligible for remote work. You will be required to report to East Butler, Pennsylvania on a regular reoccurring schedule.

Qualifications

For the GS 5: You must have one full year of specialized experience comparable in scope and responsibility to the GS-04 level in the Federal service (obtained in either the public or private sectors) which includes all of the following: 1) explaining or answering questions about programs or products; AND 2) assisting customers in completing forms or applications; AND 3) reviewing forms and/or claims for completeness, accuracy, and compliance with regulations. OR Have successfully completed four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college, or university.(You must submit a copy of your transcripts) OR Have a combination of the education and experience to qualify at this level. To calculate your percentage of education, divide your semester hours of education beyond two years (total semester hours minus 60) by 60. To calculate your percentage of experience, divide the total months of full-time experience by 12. If your experience was part-time, convert to full-time by dividing the number of hours worked per week by 40 then multiply by number of months worked. Add the two percentages. The total must equal at least 100 percent to qualify. (Note: You must attach a copy of your transcripts.) You must meet all qualification and eligibility requirements by the closing date of this announcement. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of experience is considered to be 40 hours of work per week. Applicants wishing to receive credit for such experience must clearly indicate their duties and responsibilities for each position and annotate the number of hours a week spent in each position. This may be reflected on the resume as either hours work or fulltime.

At OPM, we are champions of talent for the Federal Government. We lead Federal agencies in workforce policies, programs, and benefits in service to the American people. We will create a new vision of work, together, positioning the Federal Government as a model employer for past and present employees through innovation, inclusivity, and leadership. We will build a rewarding culture that empowers the workforce to solve some of our nation's toughest challenges. For information on OPM's goals and objectives, please refer to our Strategic Plan.