Management And Program Analyst (Customer Service Representative

Summary This position is located at Bureau of the Fiscal Service, Division of Business and Project Management. As a Management and Program Analyst (Customer Service Representative) you will manage all aspects of customer Interagency Agreements (IAAs) including preparing proposals for new customers, and renewals for existing customers, ensure the descriptions/roles and responsibilities, performance metrics, and driver definitions are both accurate and complete. Duties The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position. Address customer questions/changes related to the IAAs. As necessary, works with operational management, executive management, and/or chief counsel to accumulate information or decisions that are responsive to the customer inquiry Receive incoming inquiries for ARC services and involve appropriate ARC management in response. Analyze and evaluate new and proposed guidance, policies and legislation Analyze and report differences in our customer agreement report and operating plan compared to signed IAAs and modifications to ensure they are properly loaded in the system and will be accurately billed. Conduct or assist in developing long-range strategies to project future program developments and needs, keeping abreast of and conducting research relevant to programs, and developing strategies and plans to accomplish long-term goals. Requirements Conditions of Employment A one-year probationary period may be required. Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years. Public Trust - Background Investigation will be required. Complete a to determine your suitability for Federal employment, at the time requested by the agency. Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer. If you are a male applicant born after December 31, 1959, certify that you have registered with the or are exempt from having to do so. Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the . Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Obtain and use a Government-issued charge card for business-related travel. This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information about individual rights, , , and . Key Requirements: Please refer to "Conditions of Employment." Click "Print Preview" to review the entire announcement before applying. Must be U.S. Citizen or U.S. National Qualifications You must meet the following requirements by the closing date of this announcement. The experience may have been gained in either the public, private sector or . One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. Specialized experience for the GS-07 is defined as one year of experience at the GS-05 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following: Communicating verbally and in writing in order to make recommendations or provide instruction. OR Working with internal or external stakeholders to assess needs and provide information or support OR You may substitute education for specialized experience as follows: 1 full year of graduate level education (18 Semester hours, 27 Quarter hours or equivalent) OR You may have a bachelors degree and meet one of the following requirements for superior academic achievement: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. OR You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Specialized experience for the GS-09 is defined as one year of experience at the GS-07 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following: Explaining service lines to potential customers. OR Discussing expansion of services. OR You may substitute education for experience as follows: master's or equivalent graduate degree OR 2 full years of progressively higher-level graduate education leading to such a degree that demonstrates the knowledge, skills, and abilities necessary to do the work OR an LL.B. or J.D., in a field related to this position. OR You may qualify with a combination of experience and education. To combine education and experience, your total qualifying experience is calculated as a percentage of the experience required for the grade level. Then, your education is calculated as a percentage of the education required for the grade level. The two percentages are added together. The total percentage must equal at least 100 percent to qualify for that grade level. Note that only graduate education in excess of the amount required for the next lower grade level can be combined with the appropriate level of experience to qualify applicants for positions at the GS-9 grade level. Note that only graduate education in excess of 18 semester hours can be combined with the appropriate level of experience to qualify applicants for positions at the GS-9 grade level. Specialized experience for the GS-11 is defined as one year of experience at the GS-09 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following: Experience tracking and reporting data for numerous customers. OR Experience facilitating resolution of financial or operational issues OR You may substitute education for specialized experience as follows: completed a 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. OR You may qualify with a combination of experience and education. To combine education and experience, your total qualifying experience is calculated as a percentage of the experience required for the grade level. Then, your education is calculated as a percentage of the education required for the grade level. The two percentages are added together. The total percentage must equal at least 100 percent to qualify for that grade level. Note that only graduate education in excess of the amount required for the next lower grade level can be combined with the appropriate level of experience to qualify applicants for positions at the GS-11 grade level. Specialized experience for the GS-12 is defined as one year of experience at the GS-11 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this grade must include ALL of the following: Experience establishing timelines and monitoring progress on customer activities. OR Experience addressing customer change requests Note that only graduate education in excess of 36 semester hours can be combined with the appropriate level of experience to qualify applicants for positions at the GS-11 grade level. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-12, you must have been at the GS-11 level for 52 weeks. For the GS-11, you must have been at the GS-09 level for 52 weeks. For the GS-09, you must have been at the GS-07 level for 52 weeks. For the GS-07, you must have been at the GS-05 level for 52 weeks. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., résumé, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Flexibility Influence/Negotiating Integrity/Honesty Interpersonal Skills Learning, Reading Reasoning Self-Management Stress Tolerance Teamwork Accountability Analytical Communication Business Acumen Systems and Technology To be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, Superior (highest quality category), Good (middle quality category), or Satisfactory (minimally qualified category) depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application. Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category.Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category. If you are a displaced or surplus Federal employee (eligible for the ) you must be assigned the middle category or better to be rated as "well qualified" to receive special selection priority. Required Documents A complete application includes 1. A résumé , 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package. All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view . VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see . In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide. CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION : If you are a displaced or surplus Federal employee, click for eligibility and a detailed list of required documents you must submit in order to be eligible. EDUCATION DOCUMENTATION : For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or a list of courses showing title, number of credits, grade, and date of completion. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to . If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the . PDN-9d5daf16-de29-4c9d-97c7-595b954c4d8c