Summary

Three positions will be filled within the Servicing & Asset Management Office. One position will be assigned to the Customer Assistance Program, one to the Pre-Default Division, and one to the Customer Engagement Division.

Each incumbent will serve as a Division Director and member of the SAMO's management team, providing leadership and oversight of program operations, strategic initiatives, regulatory compliance, and coordination with internal and external stakeholders.

Duties

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• Provides technical expertise and opinion on delinquency matters related to the SFH Direct portfolio to State Offices, Head Quarters, OGC and other Federal Agencies.
• Develop and implement strategies to improve the delivery of servicing options to customers and protect the financial investment of the Government.
• Coordinates operations that assure prompt and accurate responses to incoming customer telephone contacts and written communications, and outbound customer outreach efforts on a nationwide portfolio.
• Coordinates information utilized for congressional inquiries, appeals, reconsiderations, and escalations. Prepares appropriate documentation, in accordance with the established guidelines.
• Participates in the design, development, testing, and implementation of new and revised SFH direct loan and grant program financial and management information systems, ensuring compliance with accepted financial accounting principles and standards.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience, education, and/or professional certifications, as defined below.

Time in Grade: Current federal employees applying for a promotion opportunity must meet the time in grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.

For the GS-15 grade level: Applicants must possess one (1) year of specialized experience is defined as equivalent to at least the GS-14 or its non-federal equivalent that demonstrates experience in leading strategic planning initiatives to help forecast goals, deliverables, and initiatives for the organization; experience utilizing a wide range of qualitative and/or quantitative methods for the assessment and improvement of organizational and mission effectiveness or the improvement of complex management processes; experience planning, organizing, and directing team work; experience collaborating effectively with management across organizational boundaries to develop and implement recommendations where the proposals involve substantial agency resources or require extensive changes in established procedures; performs a full range of supervisory functions and provides appropriate supervision to ensure staff has the tools, training, feedback, priorities, and automation support they need to accomplish their jobs.

There is no substitution of education for experience at the GS-15 level.

Note: To be considered for this position, you must meet all qualifications and eligibility requirements for the GS-0343 series set forth in this Office of Personnel Management (OPM) Qualifications Standards by the closing date of the announcement. A copy is available at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards

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 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

There are no educational requirements.

Additional information

• Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL): Visit the OPM website for information on how to apply as a CTAP/ RPL eligible. To exercise selection priority for this vacancy, CTAP/RPL candidates must meet the basic eligibility requirements and all selective factors. CTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP applicants must receive a rating of at least 85 out of a possible 100.
• If selected, you will be required to submit Form OGE-450 within 30 days of your initial appointment date, and annually thereafter. Selectee is subject to financial Disclosure Requirements in accordance with 5 CFR, Part 2635, Sub part E regarding business or personal transactions with applicants, borrowers, or business contacts who have or who are seeking business with this Agency. Selectee must be able to obtain and maintain a security clearance. If selected you will be subject to a National Agency Check and Inquiry (NACI) and a credit report.
• This position may also be eligible for flexible work arrangements as determined by agency policy and any applicable collective bargaining agreements.

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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.

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.