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Customer Service Representative - Social Security Administration - San Jose, CA

Summary

About the Agency

Do you have a desire to:

Help SSA manage its Social Security programs?
Analyze and solve problems?
Help and advise millions of retired and disabled individuals?
Work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

This position is located in the San Jose Downtown District Office at 280 S. First Street, San Jose, CA.

NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made within six months from the closing date of this announcement.

This is a career-ladder position leading to the GS-8 grade level.

Duties

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the callers question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Travel Required

• Not Required

Relocation Authorized

• No

Job Requirements

Key Requirements

• U.S. Citizenship Required
• Selective Service Registration, if applicable. (www.sss.gov)
• Background and/or Security Investigation Required
• Selectees are required to serve a 1-year probationary period
• Must pass Meet-and-Deal panel interview
• Selectees are required to complete a 11-13 week technical training class
• Relocation expenses will not be paid

Qualifications

All qualification requirements must be met by the closing date of the announcement.

If you are using experience to qualify, you must have:

GS-5: 52 weeks of full-time specialized experience performing all or most of the following tasks: 1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; 2) Answering questions from members of the public or their representatives to obtain or provide information; 3) Using a computer to reconcile discrepancies or entering data; and 4) responding to written inquiries and drafting a variety of other written products.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.
SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).

COMBINING EDUCATION AND EXPERIENCE:
Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.

Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.
SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel Interview: Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job.

BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Farsi. Applicants will be required to pass an interview designed to assess possession of this ability.

Security Clearance

Public Trust - Background Investigation

Apply

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