Customer Service Representative

Summary

The U.S. Small Business Administration (SBA) is urgently hiring Customer Service Representatives to support disaster recovery for Hurricane Helene and wildfires out west. Your work will aid recovery and economic stability in affected areas. We seek dedicated individuals who can start immediately and travel to disaster zones. Successful candidates will undergo accelerated onboarding to begin ASAP.

• Your primary residence is considered your official duty station.

Duties

As a CUSTOMER SERVICE REPRESENTATIVE at the GS-1101-9/11, some of your typical work assignments may include:

• Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
• Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
• Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.

Requirements/Conditions of Employment

• U.S. citizenship is required.
• You must be able to obtain and maintain a government travel credit card.
• This is not a bargaining unit position.
• A valid driver's license may be required.
• Favorable background investigation is required
• Favorable background investigation and credit check is required.

Qualifications

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below.

You must meet all qualification requirements by the closing date of this announcement. You may qualify based on experience, education or a combination of both.

Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.

GS-09: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-07 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Responding to a variety of business-related customer inquiries and providing program information to the public; and
• Working as a member of a team or group to achieve goals, objectives or metrics to produce deliverables; and
• Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing.

GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Responding to a variety of customer financial inquiries and/or providing financial information to the public; and
• Leads a team and provides oversight of the quality of work, while further developing staff, and assures adherence with established policies and procedures; and
• Experience utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing.

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website:

General Business and Industry Series 1101b (opm.gov)

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; religious; 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.

OR

Education

If you do not meet the specialized experience requirements, you may also qualify with education. You MUST submit transcripts (official or unofficial) with this application if you wish to qualify based on education.

GS-09: Master's degree or equivalent, LL.B. or J.D., in a related field, from an accredited college or university or two full years (36 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

GS-11: Ph.D or equivalent doctoral degree, or LL.M., in a related field, from an accredited college or university or three full years (54 semester hours or equivalent) of progressively higher level graduate education leading to such a degree in a related field.

OR

A combination of experience and education as indicated above.