Summary The position is located within the Department of Veterans Affairs(VA),Financial Services Center, Customer Experience Office where the incumbent serves as the Section Chief and is responsible for implementing the systems, policy, and procedures required to effectively manage execution of the Quality Assurance, Product Support and Product Implementation program in support of all customer service delivery for FSC. Responsibilities Major Duties: Oversees knowledge articles, policy and procedural communications via the Customer Self-Service Portal and external facing Portal for customers both within and external to the organization. Provide direct support throughout the implementation of a financial system program and post deployment operations and maintenance as it relates to customer support quality assurance activities. Provide customer service advice to senior executives, program officials and/or other specialists regarding the organization's programs, which impact the operation of several agency wide programs. Establish controls over program schedules and resource requirements to ensure their synchronization across Financial and customer support programs to include related external activities. Oversees a wide range communication methods, including written correspondence, audit activities, financial management activities, Federal financial policies and procedures, and briefs Maintains an internal and external communication system. Implements quality customer service standards. Oversees the delivery of customer service audit and training support for all functional customer support staff for a wide range of financial and functional support needs Maintain extensive knowledge of customer service technology and processes, the Prompt Payment Act, VA accounting and fiscal policy, Federal Acquisition Regulations, and other relevant rules and Regulations. Promote the use of Customer Relationship Management (CRM) and customer self-service portal technology. Oversee the development of knowledge articles, policy and procedural communications via the Customer Self-Service Portal for VA customers both within and external to the organization. Determine customer service requirements through ongoing customer communication; visiting operational environments; conduct surveys; form focus groups; benchmark best practices; analyze information and applications. Improve customer quality results by studying, evaluating and re-designing processes establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Produce reports that gauge quality of service; which are then presented to executive management on a recurring basis with recommendations for improvement along with root-cause reasons for any negative findings. Identify customer service trends, determine system improvements; recommend and support implementation of system changes Provide advice and recommendations on Department policy decisions based upon knowledge and experience in the customer service areas. Standardizes customer service scripts Make timely and accurate recommendations for balancing and expediting individual programs within the @context of overall mission execution. Work Schedule: Mon - Fri 8:00am - 4:30pm Compressed/Flexible: Available with supervisory approval. Telework: Ad hoc telework (situational telework) available as determined by the agency policy. Virtual: This is not a virtual position. Position Description/PD#: PD17715A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Supervisory Probationary Statement: Applicants selected for this position may be required to serve a one-year supervisory probationary period. Failure to successfully complete the supervisory probationary period will result in the employee being reassigned to a position in the agency of no lower grade and pay than the one the employee left to accept the supervisory or managerial position. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period one year probationary period or two year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/03/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-13 position you must have served 52 weeks at the GS-12. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to some former Federal employees applying for reinstatement, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Supervise delivery of customer portals, all knowledge content and related portal communications, quality standards, audits and customer service delivery process improvements for existing customer support product lines and any product line services. You will be rated on the following Competencies for this position: Customer Service Organizational Awareness Financial Systems Analysis and Problem Solving 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; religions; 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: Resume must include job title and employer name, number of hours worked per week, start and end dates (including month and year), list of duties and responsibilities for each position held. In addition, if the experience was a federal position, you must list series and grade for each position held. Failure to include this information may result in an ineligible rating. A full year of work is considered to be 40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Work is normally performed in an office setting while seated at a desk. Incumbent occasionally carries books and papers weighing up to 10 pounds to and from meetings away from the worksite. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. The Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be found well qualified, applicants must meet the following qualifications: Oversees the creation and publishing of financial system related knowledge articles, policy, and procedural communications for a financial services center. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Local Commuting Area: The local commuting area for this position is defined as a radius of 50 miles from Blue Ridge, GA. Education There is no educational substitution at this grade level. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration (HRA) at The Fair Chance Act. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
