Customer Service Representative (CSR)

Summary

See below for important information regarding this job.

Position may be filled at any of the below locations:

• Fort Belvoir, VA: $70,623 - $133,142
• New Cumberland, PA: $70,623 - $133,142

Duties

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• If selected at the GS-09 or GS-11 level, the below duties will be performed in a developmental capacity.
• Serves as the DLA Customer Service Representative (CSR) performing payroll financial execution requirements.
• As technical expert, develops standards, processes, and operating procedures for use within DLA payroll systems and controls.
• Responsible for the execution of payroll plans of action and milestones, executing established priorities and providing guidance.
• Performs payroll execution processes to maintain and manage all phases of employee pay and allotments.
• Identifies, investigates, researches, and resolves significant or unusual variances in coordination with responsible activities.
• Responsible for performing and evaluating metrics relating to operations performances and takes corrective action as required.
• Responds to audit requests, research, and findings, ensuring the sustainment and financial stability of the DLAH2R Business Cycle.

Requirements

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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible
• Security Requirements: Non-Critical Sensitive with no access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): GS-12 Exempt / GS-09/11 Non-Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Bargaining Unit Status: No
• Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities. See https://www.tsa.gov/real-id for more information.

Qualifications

To qualify for a Management and Program Analyst your resume and supporting documentation must support:

A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-09 level, applicants must possess one year of specialized experience equivalent to the GS-07 level or equivalent under other pay systems in the Federal service, military, or private sector. To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military, or private sector. To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military, or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule(GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes:

• GS-09: Performing timely and accurate input of payroll financial data; Ensuring payroll data errors are corrected and posted; Utilizing automated payroll system software.
• GS-11: Assisting in developing or modifying financial methods and techniques in response to changes in payroll accounting standards and principles; Performing timely and accurate input of payroll financial data; Utilizing automated payroll system software.
• GS-12: Developing or modifying financial methods and techniques in response to changes in payroll accounting standards and principles; Interpreting payroll financial data and drawing conclusions; Utilizing automated payroll system software.

B. Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOUMUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, you must possess:

• GS-09: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
• GS-11: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related.
• GS-12: There is no education substitution at this level.

C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade levels GS-09 and GS-11 and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-09 and GS-11.

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.

Education

Substitution of education may not be used in lieu of specialized experience for the GS-12 grade level.

Are you using your education to qualify? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: Unofficial transcripts are acceptable at time of application.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours that your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

As required by 5 C.F.R. § 302.106, DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to the applicable requirements in the current ICT Standards and Guidelines (36 C.F.R. § 1194).

For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf

Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF

Information for Veterans is available at: https://www.dla.mil/Careers/Programs/. As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement.

Benefits

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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.

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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.