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Customer Service Representative

U.S. Small Business Administration
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Summary

You will serve as a Customer Service Representative for the Small Business Administration (SBA), US Small Business Administration, Field Operations Center East - FOCE or Field Operations Center West - FOCW. This position provides assistance to individuals and business owners with completion of their disaster loan application(s), including financial documentation required in support of each application.

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.
  • Performing some financial computations/analyses to determine applicants' ability to repay loans.

Requirements/Conditions of Employment

  • U.S. citizenship is required.
  • You must be able to obtain and maintain a Government travel credit card.
  • Favorable background investigation and credit check are required.
  • You may be required to complete a one-year trial period.
  • This is not a bargaining unit position.
  • A valid driver's license may be required.
  • Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).

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 with financial documents: such as, tax returns, income (profit and loss) statements, schedules of liabilities, balance sheets, etc; and/or
  • Working as a member of a team or group to achieve goals, objectives or metrics to produce deliverables; and
  • Knowledge/proficiency of word processing programs, spreadsheets, email platforms and/or other automated software communication tools such as Microsoft 365 or Google Workspace.

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
  • Working with various financial documents such as tax returns, income (profit and loss) statements, schedules of liabilities and balance sheets for individuals or businesses; 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
  • Knowledge/proficiency of word processing programs, spreadsheets, email platforms and/or other automated software communication tools such as Microsoft 365 or Google Workspace.


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. Qualification Standards: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Group-Standards

For example, an applicant who has 1.5 full years of Ph.D. level education (i.e. 50% of education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position.