Bureau of the Fiscal Service Customer Outreach Specialist in Washington, District Of Columbia
Customer Outreach Specialist
Department of the Treasury
Bureau of the Fiscal Service
- ##### Open & closing dates
05/17/2019 to 05/28/2019
- ##### Service
- ##### Pay scale & grade
GS 09 - 12
- ##### Salary
$57,510 to $108,422 per year
- ##### Appointment type
Permanent - Full-time
- ##### Work schedule
Full-Time - Career/Career Conditional
1 vacancy in the following location:
Washington, DC 1 vacancy
Relocation expenses reimbursed
Yes Factors such as cost effectiveness, labor market conditions and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government.
Yes as determined by agency policy
PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.
This position is located in Bureau of the Fiscal Service, Revenue Collections Management, Agency Relationship Management and Engagement Division in Washington, DC. Our mission is to promote the financial integrity and operational efficiency of the U.S. government through exceptional accounting, financing, collections, payments, and shared services.
Learn more about this agency
The following are the duties of this position at the GS-12. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.
-Manage Federal Agency Customer Relationships
-Collaborate with internal cross-functional teams to help drive new RCM initiatives
-Coordinate & track all executive level outreach & engagement efforts with various stakeholders
-Support promotion, marketing and messaging plan development
-Facilitate webinars, forums and discussions necessary for promoting RCM products, services and initiatives
Occasional travel - Minimal travel may be required
- #### Job family (Series)
0301 Miscellaneous Administration And Program
Conditions of Employment
- Must be U.S. Citizens or U.S. Nationals.
- Please refer to "Conditions of Employment."
- Click "Print Preview" to review the entire announcement before applying.
This opportunity is also open to Status Candidates *under Announcement *19-FS-512-MP. Please refer to that announcement for details on open period, eligibility, and how to apply.
The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.
You must meet the following requirements by the closing date of this announcement.
Specialized experience: For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes initiating studies and analyzing problems to determine the degree of success in attaining program goals. Examples of this experience could include the following:
-Serving as a point of contact for a customer agency to ensure that customer needs and program goals are met; OR -Leading forums, webinars and/or discussions to promote products, services and initiatives; OR -Identifying and analyzing problems, evaluate alternatives and make recommendations
Specialized experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes maintaining customer relations or serving as a point of contact for an agency to ensure that customer needs are met. Examples of this experience could include the following:
-Conducting customer satisfaction surveys and tracking statistics; OR -Serving as part of a team to promote products or services through various methods (presentations, newsletters, forums), OR -Preparing effective oral and written reports, and conduct presentations
OR You may substitute education for specialized experience as follows: Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a degree OR a LL.M., if related
OR You may qualify by a combination of experience and education. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education.
Specialized experience: For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes supporting outreach and engagement efforts to internal and external customers. Examples of this experience could include:
-Assisting in presenting forums, webinars, or presentations; OR -Organizing and accomplishing varied work assignments to establish priorities or meet deadlines; OR -Aiding the development of communication materials such as reports, letters, and presentations; OR -Communicating effectively with a wide variety of customers.
OR You may substitute education for specialized experience as follows: A master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or a LL.B. or J.D., if related.
OR You may qualify by a combination of experience and education. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education.
- We will not pay relocation expenses for the GS-09 or GS-11. - For the GS-12, factors such as cost effectiveness, labor market conditions and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government. - We may select from this announcement or any other source to fill one or more vacancies. - This is a bargaining unit position. - This position is a nonsensitive position. - A recruitment incentive may be offered. - Student loan repayment may be offered. - We offer opportunities for telework. - We offer opportunities for flexible work schedules.
CONDITIONS OF EMPLOYMENT: - A one year probationary period may be required. - Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years. - Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency - If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so. - Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer. - Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. - Obtain and use a Government-issued charge card for business-related travel.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination.
Rating: Your application will be evaluated in the following areas: Project Management, Analytical, Communication, and Problem Solving. Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, Superior, Good, or Satisfactory depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.
Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.
If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)) you must be assigned the middle category or better to be rated as “well qualified" to receive special selection priority.
To preview questions please click here.
Background checks and security clearance
Drug test required
- Required Documents
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible). Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.
VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see applicant guide for required documentation. In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
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.
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. Learn more about federal benefits.
Our comprehensive benefits are very generous. Our benefits package includes:
- Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
- Ten paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
- Access to insurance programs that may be continued after you retire.
- A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
- A retirement program which includes employer-matching contributions.
- Learn more about Federal benefits programs at: https://help.usajobs.gov/index.php/Pay_and_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.
- How to Apply
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
Fiscal Service provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.
To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
You will be re-directed to Fiscal Service's CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
To complete, you must click the “Finish” button located at the bottom of the “Application Review” page.
To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at firstname.lastname@example.org and/or the USAJobs Help Desk.
Agency contact information
Applicant Call Center
Bureau of the Fiscal Service *** Please see the "How to Apply" section *** Parkersburg, West Virginia 26106 United States
Learn more about this agency
Login to your USAJOBS account, select the "Applications" section and click on the vacancy you would like to view and have already applied for.
Under "application status," click "additional application information" and you will be taken to the CareerConnector website where you can check your application status. The "additional application information" link may not be available if your application status says "Unavailable." This indicates that your application is not complete.
If the "additional application information" link is not available and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to the CareerConnector portion of the application.
Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
- Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
- Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
- An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
- An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
- An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations or how to contact an agency.
Legal and regulatory guidance
- Financial suitability
- Social security number request
- Privacy Act
- Signature and false statements
- Selective Service
- New employee probationary period
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/533980600. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.