Lead Contact Representative (Lead Customer Service Representative)

Summary LOCATION: This position is located in Central Processing, International Operations, in Baltimore, Maryland (Wabash building).

TOUR OF DUTY: Full-Time, Flextime.

TYPE OF POSITION: Permanent.Duties The position description number for this position is 6F0300. A summary of the major duties are listed below. You may also view the full position description on the Agency intranet at the following link: PD Search

The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws, regulations, policies and procedures and assists supervisor/management officials in carrying out the work of the unit.

Qualifications

Resumes exceeding two pages in length will not be considered. Visit the 'Required Documents' section below for more information.

Applicants must have 52 weeks of specialized experience at the GS-08 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position.

GS-9: Your SSA-45 must show at least one year of qualifying specialized experience equivalent to the GS-8 grade level (1) processing actions in the Manual Adjustment Credit and Award Data Entry (MACADE) system or Post-entitlement On-line System (POS) related to overpayment recovery or the termination, reinstatement or suspension of entitlement to monthly cash benefits or Master Beneficiary Record (MBR) updates and Medicare entitlement and (2) mentoring or providing formal/informal training to Customer Service Representatives (CSRs) on Social Security laws, regulations, policies, and procedures including international procedures.

Applicants must also meet the following to qualify for this position:

• Meet and deal ability is required. By the closing date of the announcement, candidates who have not occupied SSA positions for which meet-and-deal ability is required as a selective placement factor MUST upload a completed Certification of Meet and Deal Ability form. If you do not submit the form by the closing date of the announcement, you will be disqualified for the position. If you do not already have this documentation, contact your supervisor or manager.
• Candidates who are in/have held positions requiring meet-and-deal certification do NOT have to submit documentation when applying for this position. Click here to view a list of positions that meet this requirement.

Qualification requirements must be met by the closing date of this announcement.

Applicants for promotion must have 52 weeks at GS-08.

Time in grade requirement must be met by the closing date of this announcement. Education Substitution of education is not applicable at the GS-09 grade level. How you will be evaluated The following knowledge, skills, and abilities are necessary to perform the duties of the position:

• Knowledge of SSA programs, rules, laws, regulations and post-entitlement processes.
• Ability to lead and motivate others.
• Ability to analyze and research issues to resolve workflow problems, errors or discrepancies.
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to use online technology and automation tools.

Applicants will be assessed using the rating criteria listed in the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13086548 How to apply Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.

Notice Concerning Materially False, Fictitious, or Fraudulent StatementsAnything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.

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

• SSA-45 or Resume
• The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
• Additional Required Documents, if applicable (See Required Documents section).

The complete Application Package must be submitted before 11:59 p.m. (EST) on 11/06/2026. Failure to upload any required documents will disqualify your application from consideration.

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 Brianna Simpson at Brianna.Simpson@SSA.gov

Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories

APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK

SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: https://www.ssa.gov/careers/ivol. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g., your personal computer, etc.).

Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. 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

NONCOMPETITIVE CONSIDERATION DUE TO SPECIAL HIRING AUTHORITY

Applications for noncompetitive consideration will be accepted from SSA employees in the area of consideration who are currently serving under the following types of appointments: Schedule A, Reg. 213.3102 (U) appointments for individuals with disabilities; and time limited appointments for veterans with a compensable service-connected disability of 30% or more. Applicants serving under these provisions do not need to submit copies of your disability or Veteran's documentation. However, you must submit a current SF-50 that provides information on the appointment authority under which you were hired. Otherwise, you will not receive non-competitive consideration.

NOTE: Excepted service employees serving under Schedule A appointments for Attorney positions or Pathways Programs appointments (Recent Graduates, and Interns) are not eligible for consideration.

This is a bargaining unit position, represented by AFGE, to be filled under the provisions of the SSA/AFGE Merit Promotion Plan. Additional selections may be made within 6 months of the date of the initial selection.

LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Candidates currently receiving a higher locality pay than the office applied for are advised that should they be selected, they will lose entitlement to the higher locality pay.

For more information, please visit the OPM 2026 GS Pay Tables by Locality: Salaries & Wages

OTHER NOTES:

This is not a career ladder position; GS-09 is the full performance level.

This position is eligible for telework as determined by agency policy.

There is no virtual or remote option for this position. The selected candidate will be required to report to the geographic location they selected.

Relocation expenses will not be paid.

This is a moderate risk. The selected employee will be required to complete a Standard Form 85P, Questionnaire for Public Trust Positions, in order to have the appropriate investigation conducted, unless the employee has been previously certified eligible to occupy a position at this level.