About the position
The Defense Finance and Accounting Services (DFAS) is dedicated to leading the Department of Defense (DoD) in finance and accounting, ensuring the delivery of efficient and exceptional quality pay and financial information. The Contact Representative position is a vital role within the DFAS Customer Care Center, where the primary responsibility is to respond to inbound phone calls from customers who have inquiries and requests. This role requires a courteous and professional demeanor, as it is essential to provide a customer experience that is consistent, accurate, and timely. In this high-stress environment, the Contact Representative will handle a high volume of customer interactions, often dealing with sensitive content related to entitlements and pay processes. The representative will be tasked with providing responses to inquiries that typically involve entitlements, payment of invoices, discrepancies in information, and status updates. It is crucial for the representative to utilize various automated systems and databases to search records and customer accounts, as well as to identify and explain relevant information based on established procedures and guidelines. The role also involves providing status updates on various actions and addressing inaccuracies and discrepancies in customer account information. This position is designed for individuals who can thrive in a fast-paced environment while maintaining a focus on delivering high-quality customer service. The successful candidate will be expected to demonstrate a strong understanding of the financial processes and regulations that govern the services provided by DFAS.
Responsibilities
- Respond to inbound phone calls from customers with inquiries and requests.
- Provide accurate and timely information regarding entitlements and payment processes.
- Utilize automated systems and databases to search records and customer accounts.
- Identify and explain information based on established procedures and guidelines.
- Address discrepancies in customer account information and provide status updates on various actions.
Requirements
- Must be a U.S. Citizen or National.
- Registered for Selective Service (males born after 12-31-1959).
- Suitable for federal employment with a favorable suitability review and security clearance required.
- For GS-04: One year of generalized experience equivalent to GS-3 level in federal service.
- For GS-05: One year of specialized experience equivalent to GS-4 level in federal service.
Nice-to-haves
- Experience in customer service roles, particularly in finance or accounting.
- Familiarity with automated systems and databases used in financial services.
Benefits
- Access to a comprehensive benefits package as a federal employee.
- Eligibility for various federal benefits depending on the type of position held.
