Summary This position is located in the Department of Health and Human Services, Assistant Secretary for Administration, headquartered in Washington, District of Columbia. This announcement will close at 11:59 PM, on the day that 50 applications have been received or the closing date of the announcement, whichever comes first. Responsibilities As a Customer Service Specialist, you will: Enter and update employee or payroll-related information into automated personnel or payroll systems while verifying the accuracy and completeness of data. Assist in researching, analyzing, and interpreting personnel and pay laws, regulations, policies, and procedures to support compliance and resolve customer issues. Coordinate with payroll providers, internal staff, and other stakeholders to resolve personnel and payroll discrepancies and ensure accurate processing of actions. Assist in gathering and analyzing customer feedback, survey data, and service metrics to identify trends and support customer satisfaction initiatives. Requirements Conditions of Employment Qualifications WHAT WE ARE LOOKING FOR Minimum Qualifications: You must have one-year specialized experience to perform successfully the duties of the position. To be creditable, specialized experience must have been equivalent to at least the GS-9 grade level in the Federal service performing ALL of the following: Providing comprehensive payroll and customer service support by researching, analyzing, and resolving employee inquiries related to payroll, leave, personnel actions, and timekeeping using the Defense Civilian Payroll System (DCPS). Interpreting and applying federal payroll regulations, policies, and procedures to resolve complex pay issues and ensure compliance. Coordinating with human resources staff, supervisors, and payroll providers to investigate discrepancies, maintain accurate records, and implement corrective actions. Analyzing service trends, supporting process improvements, and contributing to system testing, training, and knowledge management initiatives. OR Have a 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. OR Have a combination of education and experience that meets 100% of the requirements. Documenting experience: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. Do not copy and paste the duties, specialized experience, or occupational application questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. 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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited. OPM Qualification General Policies Website Education 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. For further information, visit: http://www.ed.gov. Note: Applications can be accepted from students who expect to complete qualifying education within 9 months from the date of application. Education was completed successfully before the applicant can be appointed. Additional Information THINGS YOU NEED TO KNOW Incentives may be authorized; however, this is contingent upon multiple factors, including funds availability. If authorized, certain incentives may require you to sign a service agreement to remain in the Federal government for a period of up to 3 years. Note: This statement does not imply nor guarantee an incentive will be offered and paid. Incentives may include the following: moving expenses, recruitment or relocation incentive; student loan repayment, superior qualifications appointment, creditable service for annual leave for prior non-federal work experience or prior uniformed military service, etc. Bargaining Unit Position: No Research position: No Drug Screening Required: No Applicants selected for this position will be subject to reasonable suspicion and post-accident drug testing upon hiring. Special Hiring Authorities for Veterans - https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/veterans/ Special Hiring Authorities for Military Spouses - https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/military-spouses/ People With Disabilities (Schedule A) - https://help.usajobs.gov/index.php/Individuals\with\Disabilities Career Transition Assistance Program/Interagency Career Transition Assistance Program (CTAP/ICTAP): For information on how to apply as an CTAP/ICTAP eligible see http://opm.gov/rif/employee\guides/career\transition.asp#ictap. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85.0 or above on the rating criteria for this position. Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office.

Office of the Secretary of Health and Human Services

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Customer Service Specialist