Summary
This position is located in the Small Business Administration, Field Operations Center West - FOCW in Atlanta, GA and Field Operations Center West - FOCW in Citrus Heights, CA. The employee functions as a Lead Customer Service Representative (CSR) in a Field Operations Center and delivers face-to-face support to individuals and businesses impacted by disasters. The employee works directly with disaster survivors and interviews disaster survivors who are applying for home and business loans.
Duties
THIS IS A READVERTISEMENT. IF YOU APPLIED TO DE-26-FOCE/W-13014026, YOU MUST REAPPLY TO THIS ANNOUNCEMENT TO BE CONSIDERED FOR THIS POSITION. This position is also advertised under another announcement with a bilingual selective placement factor, announcement # DE-26-FOCE/W-13038807. You are encouraged to apply to this announcement AND the bilingual announcement. As a/an Lead Customer Service Representative at the GS- 1101-11, some of your typical work assignments may include: Assists disaster loan applicants to better understand the SBA Disaster Loan Program and how the program may assist them with their disaster recovery. Explains the disaster loan process, eligibility requirements, account creation, loan options, and the application processes. Observes and reports back to the Field Operations Center about the state of the local economy and local business conditions. Determines the specific assistance required for each individual Recovery Center visitor and Outreach call/visit to determine which of the center staff is best suited to assist the specific disaster survivor needs. Monitors and reports on status and progress of work, and reviews completed work to see that the Supervisor's instructions on priorities, deadlines, and quality are met and to ensure accuracy, completeness, and compliance with applicable guidelines. IMPORTANT NOTES: Your primary residence is considered your official duty station. This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule.
Education
APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation. All education claimed by applicants will be verified by the appointing agency accordingly. If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.
How you will be evaluated
Applicants meeting basic eligibility requirements will be further evaluated based on additional assessments. One of these assessment is USA Hire. Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA). Your USA Hire assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments. The assessments relate to the following Competencies required to do the work of this position: Attention to Detail, Flexibility, Integrity/Honesty, Interpersonal Skills, Learning, Reading Comprehension, Reasoning, Self-Management, Stress Tolerance, and Teamwork In order to be considered for this position, you must complete all required steps in the process. One of the required assessments for this position is an online assessment that 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. Your application will be evaluated under the Category Rating method based on your assessments. You will receive a score based on the responses to the assessment questions. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience your score can and will be adjusted to more accurately reflect your abilities. If you meet basic requirements for the position, your application will be evaluated and placed into one of three categories: 1. Best-Qualified: highly proficient with an overall comprehensive level of knowledge, skills and abilities related to the job based on a complete review of experience, education, and training as described in an applicant's responses to the assessment questions and resume. 2. Well-Qualified: competent in the position with an overall accomplished level of knowledge, skills, and abilities related to the job based on a complete review of experience, training, and education as applicable, as described in an applicant's responses to the assessment questions and resume. 3. Qualified: an overall basic level of knowledge, skills, and abilities related to the job based on a complete review of experience, education, and training, as described in an applicant's responses to the assessment questions and resume. Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.