Contact Representative (Customer Service Representative) (ICTAP) (Temporary)

Summary Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.

LOCATION: This position is located in in the Vincennes, IN Field Office.

TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules will not be available.

TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent. Duties Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs 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. Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

Qualifications

Applicants must have 52 weeks of specialized experience equivalent to the GS-7 level or above that includes comprehensive knowledge of laws, regulations, and written guidelines as it relates to programs administered by SSA or related programs; using automation tools and computer systems software to resolve or process a wide variety of actions; communicating with a large volume of people from diverse socioeconomic backgrounds in order to resolve a wide variety of problems, and/or provide advice/guidance about program policies and benefits; writing correspondence in response to multiple complex or technical issues.

Applicant must have 52 weeks at the GS-07 or higher.

The following time-in-grade requirement must be met by the closing date of this announcement.

Selection Placement Factor:

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) 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. Applicants 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 CAIP interview, you will not qualify for the job.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment. Education There is no substitution of education for experience at this grade level. How you will be evaluated The following knowledge, skills, and abilities are necessary to perform the duties of the position:

• Knowledge of the laws, regulations, procedures and online services applicable to SSA
• Ability to use online technology, automation tools and web-based applications.
• Ability to organize, prioritize and multi-task.
• Ability to communicate orally
• Ability to communicate in writing

Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13093319 How to apply To apply for this position, you must provide a complete Application Package which includes:

1. Your Resume
2. Proof of ICTAP eligibility and/or Proof of Military Spouse eligibility
3. The Occupational Questionnaire
4. Additional Required Documents (See Required Documents section).

The complete Application Package must be submitted before midnight (ET) on 10/26/2026.

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Careers at SSA at Careers@ssa.govor 000-000-0000.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account. Other information In addition to the minimum qualifications, applicants must be eligible under the following category:

• Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP). who have held a GS-08 or above, and in the commuting area of the listed duty locations.

In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.

This is not a career-ladder position; GS-8 is the full performance level.

This is a bargaining unit position represented by the American Federation of Government Employees.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Additional selections may be made for this vacancy six months from the closing date of this announcement..

LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.