Supervisory Contact Representative

Not Required

Duties

Major Duties: Keeps employees informed of management goals and/or changes affecting work positions. Answers complex questions from Contact Service Representatives (CSR), Leads and Customers Works with key personnel in other Departments/ Facilities to process/reprocess claims completed in error or claims requiring additional documentation. Prepares formal requests to fill vacancies; leads interview panels; prepares interview questions; recommends selections. Assists in the preparation and development of claims and gives advice as warranted. Plans work schedules and work assignments to meet organizational goals. Serves as an educator/advisor providing assistance, guidance and clarity to employees; assists in the development of their team members; ensures that all employees are fully engaged in the mission and vision of the organization. Responds to customer complaints via issues assigned to them in Customer Relationship Management (CRM) through the complaint process. Prioritizes and effectively manages personnel and projects; assesses individual daily statistics to present to CSRs and Lead CSRs. Responsible for identifying training requirements for CSR's, to include: refresher training, remedial training, and training specific to Integrated Veteran Care (IVC) programs and team needs/requirements. Responds in a timely manner to customer complaints with courtesy and patience. Completes daily and monthly work center reports. Work Schedule: 8-hour tour Monday-Friday between 5:45 am and 7:15 pm MT, based on business needs 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 Work eligibility is for current VA employees that are already subject to the return to the in-person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at a VA-owned or leased space. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception, exemption, or extension will happen after a tentative job offer, but before a final job offer. Position Description/PD#: Supervisory Contact Representative/PD03863A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Supervisory Probation Period: An employee is required to serve a probationary period prescribed by the agency upon initial appointment to a supervisory and/or managerial position.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/05/2026. 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-11 position you must have served 52 weeks at the GS-09. 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 former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. 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-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Led or supervised customer service operations in healthcare, benefits, claims, and call center environments. Coached, trained, and mentored employees on policies, procedures, customer service standards, and operational requirements. Resolved complex customer inquiries, complaints, and escalations related to community-based programs and benefits. Interpreted and applied policies, regulations, and program guidance to address and resolve benefit-related issues. Communicated operational updates, procedural changes, and organizational guidance to employees and stakeholders. You will be rated on the following Competencies for this position: Accountability Customer Service Leadership Communication 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: A full year of work is considered to be 35-40 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: The work is primarily sedentary although some walking, stooping, bending, reaching, and carrying of loads weighing up to 20 pounds is required. Use of a computer is extensive. 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/.

Education

There is no educational substitution at this grade level.

Other Information

This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. 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/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.