Duties

• Receive incoming calls from annuitants and survivors regarding their retirement and various other benefits (Agent handling volume is 65-85 calls per day.)
• Answer customer inquiries primarily received by telephone making adjustments and resolving questions using available resources.
• Provide customers with forms available through the on-line documents system.
• Occasionally respond to emails primarily sent by customers through the OPM website Customer Support Center

Requirements

Conditions of Employment

• Must be a U.S. Citizen or National
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Complete the initial online assessment and USAHire Assessment, if required
• This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 2450.

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  To apply for this position, you must provide a complete Application Package which includes:

  • Your Resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.

  • Transcripts/Registration/License: If qualifying on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license.

  • Other supporting documents:
    • Cover Letter, optional
    • If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request including the Reasonable Accommodation Request Form found here.
    • Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter. If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
      If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference click here.
    • Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
    • Worker's Compensation Separation: Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
    • Disability Annuity Termination: Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
    • Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456: Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held

  Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST)on 05/26/2023 to receive consideration.
  The application process is as follows:

  • To begin the application process, click the Apply Online button.

  • Answer the questions presented in the application and attach all necessary supporting documentation.

  • Click the "Submit Application" button prior to 11:59pm (ET) on the announcement closing date.

  • After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessments system. This message will be delivered to you both on screen and via email notification.

  • If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the "Additional Application Information" page that can be located in the application record in your USAJOBS account.

  You may update your application, including supporting documentation, at any time during the announcement open period by returning to your USAJOBS account.
  
  To verify the status of your application both during and after the announcement open period, log into your USAJOBS account, all of your applications will appear on the Welcome screen. The application record in your USAJOBS account provides an "Additional Application Information" page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
  
  You may preview the assessment questionnaire by clicking here: https://apply.usastaffing.gov/ViewQuestionnaire/11966608

  Agency contact information

  OPM Human Resources

  Phone

  202-606-9321

  Email

  jobs@opm.gov

  Address

  Retirement Services
  1900 E St., NW
  Washington, DC 20415
  US

  Next steps

  Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA). Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments. To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
  
  Once referred, you may be asked to complete a structured interview, written demonstration, and/or fit interview. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
  
  Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated. You will receive another notification about the status of your application.
  
  We expect to make a job offer within 40 days after the closing date of the announcement. After making a tentative job offer, we will conduct a suitability/security background investigation.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents