Contact Representative

Summary

The primary purpose of the position is to respond to questions and resolve basic issues pertaining to income Verification (IV) process: provide eligibility and benefits information; provide guidance on completing a financial assessment and other related services to Veterans - Veteran family members and/or representatives - the public and VA employees.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 11/06/2025. Time-In-Grade Requirement: There is no Time in Grade requirement for the GS 5 level. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include - but are not limited to: Process updates to enrollment and eligibility information for customers in a computer database. Utilize a call distribution system to log in and out of telephone calls - make telephone calls - transfer calls - and forwarding calls to voice mail (i.e. Avaya). Utilize Microsoft Word - Excel - Outlook - Teams - and PowerPoint to complete assigned projects and tasks. Communicate urgent customer issues to management. Process requests to update customer information in a computer database. OR - Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university. One year of full-time academic study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university - or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial - or technical school.. OR - Combination of Education and Experience (TRANSCRIPTS REQUIED): Do you possess a combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level). NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Duties

• Observe and adhere to existing regulations related to federal healthcare benefits
• Apply all appropriate federal regulations as they pertain to data collection and data entry processes
• Adhere to guidelines of the Privacy Act and Freedom of Information Act as they pertain to releasing information to requested officials and customers
• Provide guidance to other organization representatives on the regulations - policies - and procedures as they relate to eligibility for income-based healthcare benefits
• Provide guidance to other organization representatives on the regulations - policies - and procedures as they relate to enrollment for federal healthcare benefits
• Conduct calls in a high-volume environment (i.e
• call center)
• Counsel customers and their families regarding the outcome of their healthcare benefits application
• Interact with other organization representatives to complete benefit case files
• Provide process improvement feedback to management
• Independently recognizes issues - topics - or problems presented by customers and can respond verbally
• Independently determine extent of replies - factual accuracy - style - format - whether certain information may be furnished for requests for information
• Work Schedule: Monday through Friday between the hours of 6:45AM - 5:30PM Remote: This position is not authorized for Remote work
• Telework: This position may be authorized for Telework
• Telework eligibility will be discussed during the interview process
• Virtual: This position may be authorized for Virtual work
• Virtual eligibility will be discussed during the interview process
• Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space
• Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process
• Position Description/PD#: Contact Representative/PD49376A Relocation/Recruitment Incentives: Not Authorized
• Critical Skills Incentive (CSI): ???????Not Authorized
• Permanent Change of Station (PCS): ???????Not Authorized.