Social Security Administration, Auburn Teleservice Center Customer Service Representative in Auburn, Washington

Responsibilities Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. This involves receiving incoming calls through SSA's National 800 number and conducting interviews to determining the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtaining information in order to determine eligibility for programs administered by SSA; and using automation tools to access and update information about claims or potential eligibility. Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nature of the caller's question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs. Requirements Conditions of Employment U.S. Citizenship required Selective Service Registration, if applicable. (www.sss.gov) Background and/or security investigation required Job offers are contingent on background / security investigation results Selectees are required to serve a 1-year probationary period Must pass Meet-and-Deal panel interview Selectees are required to complete a 11-13 week technical training class Relocation expenses will not be paid Qualifications All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have: GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing all or most of the following tasks: 1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; 2) Answering questions from members of the public or their representatives to obtain or provide information; 3) Using a computer to reconcile discrepancies or entering data; and 4) responding to written inquiries and drafting a variety of other written products. GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing all or most of the following tasks: 1) Researching and analyzing various regulatory sources in order to apply legal requirements; 2) Explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile discrepancies and enter data into databases; and 4) responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc. Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience. SELECTIVE PLACEMENT FACTOR Meet and Deal Panel Interview: Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job. Education SUBS