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This position is in the Education Call Center Division within the Department of Veterans Affairs, Regional Processing Office in Muskogee, OK. Employees review education awards to ensure proper payment, eligibility, and entitlement regulations and laws have been applied in processing the education award. Additionally, employees advise education claimants and their representatives via telephone of their benefits, rights, and privileges which they are entitled to under the law administered by VA.

Duties Include:

  • Assists individuals in developing needed evidence, preparing required documentation, and resolving errors and/or delays in obtaining benefits. Explains the types of documents necessary to facilitate timely processing of claims and assists in obtaining and completing such documents and forms in accordance with the type of claim being submitted.
  • Responsible for counseling veterans, their dependents and beneficiaries via telephone in a high-volume call center regarding the full range of education benefits through the Department of Veterans Affairs. The incumbent explores all avenues of assistance available to veterans, beneficiaries, and dependents and takes initiative to encourage individuals to fully utilize these benefits.
  • Researches issue(s) to include direct contact with RO of jurisdiction if warranted, or in course of research, with other Federal or state agencies as necessary.
  • Explains decisions and reasons for decisions made by the VA and communicates verbally this information to the claimant. Informs individuals of their right to appeal decisions and explains the appeal process.
  • Provides advice, expertise and problem-solving assistance to claimants who call the National Education Call Center using discretion and tact when communicating negative or stressful information.
  • Exhibits the ability to complete the contact independently and refer few calls to a higher level.


Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. The full performance level of this position is grade GS-9.

Work Schedule: 8:00am-4:30pm CST during training, then 10:00am-6:30pm CST after training is complete.
Virtual: This is a virtual position that is OPEN TO THE PUBLIC