Supervisory Customer Service Specialist Department of Agriculture Agriculture, Rural Development Customer Servicing Loan Directore, Customer Engagement Division, Customer Contact Branch Summary This position is loced the One Metropolitan Square Building in St. Louis, MO. The position serves as Branch Chief and oversees the daily operions of the Customer Contact Branch; a fast-paced call center. Communicing and negotiing with Rural Development Leadership, contractors, and external contacts to manage overall operional needs to support customer and agency goals and objectives. This vacancy announcement is open to current Rural Development Employees only Learn more about this agency Summary This position is loced the One Metropolitan Square Building in St. Louis, MO. The position serves as Branch Chief and oversees the daily operions of the Customer Contact Branch; a fast-paced call center. Communicing and negotiing with Rural Development Leadership, contractors, and external contacts to manage overall operional needs to support customer and agency goals and objectives. This vacancy announcement is open to current Rural Development Employees only Learn more about this agency Overview Help Accepting applicions Locion 1 vacancy in the following locion: One Metropolitan Square Saint Louis, MO No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Remote job No Relocion expenses reimbursed No Salary $128,967 - $167,663 per year Pay scale & grade GS 14 Promotion potential 14 Learn more about pay scale and grade Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position. Appointment type Permanent Occupions and job series 1101 General Business And Industry Supervisory stus Yes Federal service type This job is in the Competitive Service Represented by a union No Drug test No Security clearance Not Required Position sensitivity and risk Non-sensitive (NS)/Low Risk Jobs require a background check and some require a security clearance . The type depends on the job. Background check type Suitability/Fitness Financial disclosure required Yes Some jobs require financial disclosure to identify conflicts of interests. Announcement number

IMP-SAMO-13052161-2026-CO

Control number 883335300 This job is open to Help Internal to an agency Current federal employees of the hiring agency th posted the job announcement. Career transition (CTAP, ICTAP, RPL) Federal employees whose job, agency or department was elimined and are eligible for priority over other applicants. Clarificion from the agency Applicions accepted only from current, permanent Rural Development employees with competitive stus; and

CTAP/RPL

eligible candides. Duties Help Performs the full range of supervisory duties, overseeing division staff; which is the primary customer-facing division for Servicing and Asset Management Office. Develops long-range plans and stregies to ensure the effectiveness of collection efforts. Develops responses and approaches to to emergencies and other factors th may impact collections. Participes in the system enhancements to ensure accuracy and efficiency. Directs and manages the development, implemention, and administrion of the front-line collection service telecommunicions process. Ensures the customer focused standards are minimize the line blockage and speed of response to wide-ranging customer inquiries. Develops efforts to reduce inbound call abandonment re. Works along side with Office of Chief Informion Officer (OCIO), Informion Technology System (ITS) Division to develop enhanced telecommunicion systems to improve collection and customer service process. Requirements Help Conditions of employment You must be a US Citizen or US Nional. Males born after 12/31/1959 must be Selective Service registered or exempt. Subject to sisfactory adjudicion of background investigion and/or fingerprint check. Direct Deposit - Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution. Successfully pass the E-Verify employment verificion check. To learn more about E-Verify, including your rights and responsibilities, https://www.e-verify.gov/ . Subject to one year supervisory/managerial probionary period unless prior service is creditable. New USDA supervisors must successfully complete all components of the required training program before the end of their probionary period. As a condition of employment for accepting this position, you required to serve a 1-year probionary period during which we will evalue your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizional goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probionary period your employment termined unless you receive certificion, in writing, th your continued employment advances the public interest. Qualificions Applicants must meet all qualificions and eligibility requirements by the closing de of the announcement including time-in-grade restrictions, and specialized experience, as defined below Time in

Grade :

Current federal employees applying for a promotion opportunity must meet the time in grade requirement of 52 weeks of service the next lower grade level in the normal line of progression for the position being filled. GS-14: Applicants must possess one (1) year of specialized experience equivalent to least the next lower grade level (GS-13), or it's non-federal equivalent. Specialize experience is defined as performing the full range of supervisor duties and leading team members to support the agencies goals and objectives. Researching solutions when complex problems arise in loan servicing operions. Evaluing current customer service practices and implementing improved customer service stregies to cree efficiencies in the delivery of loan servicing programs within an organizion. Conducting management and system analysis to set short-range and long-range plans and creing reports to show effects of actions. There is no substitution of educion for experience the GS-14 level. Experience refers to paid and unpaid experience, including volunteer work done through Nional Service programs (e.g., Peace Corps, AmeriCorps) and other organizions (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies and can provide valuable training and experience th transles directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Educion Qualificions are based upon meeting specialized experience only. Educion cannot be used to qualify for this position. Additional informion Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL): Visit the OPM website for informion on how to apply as a CTAP, or RPL eligible. To exercise selection priority for this vacancy, CTAP/RPL candides must meet the basic eligibility requirements and all selective factors. CTAP candides must be red and determined to be well qualified (or above) based on an evaluion of the competencies listed in the How You Will Be Evalued section. When assessed through a score-based cegory ring method, CTAP applicants must receive a ring of least 85 out of a possible 100. If selected, you required to submit Form OGE-450 within 30 days of your initial appointment de, and annually thereafter. Selectee is subject to financial Disclosure Requirements in accordance with 5 CFR, Part 2635, Sub part E regarding business or personal transactions with applicants, borrowers, or business contacts who have or who are seeking business with this Agency. Selectee must be able to obtain and maintain a security clearance. If selected you subject to a Nional Agency Check and Inquiry (NACI) and a credit report. This position may also be eligible for flexible work arrangements as determined by agency policy and any applicable collective bargaining agreements. Reasonable Accommodion (RA)

Requests:

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilition Act of 1973 as amended, th would interfere with completing the USA Hire Competency Based Assessments, you granted the opportunity to request a RA in your online applicion. Requests for RA for the USA Hire Competency Based Assessments and approprie supporting documention for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualificions of the position, after notificion of the adjudicion of your request, you will receive an email invition to complete the USA Hire Competency Based Assessments, based on your adjudicion decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodion for Online Assessments here . Expand Hide additional informion Candides should be committed to improving the efficiency of the Federal government, passione about the ideals of our American republic, and committed to upholding the rule of law and the United Stes Constitution. Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn more about federal 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 informion on the specific benefits offered. How you evalued You evalued for this job based on how well you meet the qualificions above. You evalued based on how well you meet the qualificions listed in this vacancy announcement. Your qualificions evalued based on your applicion merials (e.g., resume, supporting documents), your responses on the applicion questionnaire, and your responses to all assessments required for this position. You assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Customer Service Decisiveness Flexibility Interpersonal Skills Problem Solving Resilience Oversting your qualificions and/or experience in your applicion merials or applicion questionnaire may result in your removal from considerion. Cheing on an assessment may also result in your removal from considerion. To view the applicion form, : https://apply.usastaffing.gov/ViewQuestionnaire/13052161 Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn more about federal 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 informion on the specific benefits offered. Required documents Required Documents Help The following documents are required for your applicant package to be complete. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of considerion.

Resume th includes:

Personal Informion:

name, address, contact informion; Educion ; Work Experience reled to this position as described in the major duties including work schedule, hours worked per week, des of employment; title, series, grade (if applicable); other qualificions . Resume cannot exceed 2 pages. Current Rural Development employees : Most recent non-award Notificion of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade, AND Most recent performance appraisal ( ded within 18 months ) showing the official ring of record, signed by a supervisor, or stement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute. Surplus or displaced employees eligible for CTAP and RPL priority must provide: proof of eligibility (RIF separion notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity terminion), SF-50 documenting separion (as applicable), current performance appraisal with ring of least "Fully Successful" or equivalent, and your most recent SF-50 noting position, grade level, and duty locion with your applicion per 5 CFR 330. How to Apply Help Please read the entire announcement and all the instructions before you begin an applicion. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documention as specified in the How to Apply and Required Documents section. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. Resumes cannot exceed two pages. The applicion process is as follows: Click the Apply Online button. Answer the questions presented in the applicion and tach all necessary supporting documention. Click the Submit Applicion button prior to 11:59 PM (ET) on the announcement closing de. If you are required to complete any USA Hire Assessments, you notified after submitting your applicion. The notificion provided in your applicion submission screen and via email. The notificion will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this applicion" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodion before beginning the assessments should you have a disability covered under the Rehabilition Act of 1973 as amended. Set aside about 1-2 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue ler, you can re-use your unique assessment link. Your responses to the USA Hire Assessments reused for one year (in most cases) from the de you complete an assessment. If future applicions you submit require completion of the same assessments, your responses automically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparion resources https://support-usahire.opm.gov/hc/en-us . To upde your applicion, including supporting documention: During the announcement open period, return to your USAJOBS account, find your applicion record, and click Edit my applicion . This option will no longer be available once the announcement has closed. To view the announcement stus or your applicion stus: Visit https://www.usajobs.gov/Help/howto/applicion/stus/ . Your applicion stus page is where you can view your applicion stus, USA Hire assessment completion stus, and review your notificions sent by the hiring agency regarding your applicion. Please verify th documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limition to the number of documents th can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document forms: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of considerion. Please ensure your resume does not exceed two pages. Applicants who submit a resume th exceeds two pages removed from considerion. Our office cannot be responsible for incompible software, your system failure, etc. Agency contact informion Corrina Ortiz corrina.ortiz@usda.gov Address Rural Development 1400 Independence Ave SW Washington, DC 20250 US Next steps Your applicion reviewed to verify th you meet the eligibility and qualificion requirements for the position prior to issuing referral lists to the selecting official. If further evaluion or interviews are required, you contacted. Log in to your USAJOBS account to check your applicion stus. You must choose to turn on email notificions in your USAJOBS profile if you want to receive important email notificions th may impact your applicant experience (e.g. If you start an applicion and do not submit it prior to the closing de, USAJOBS will send an email reminder th the closing de is approaching and your applicion is in an incomplete stus). Under the Fair Chance Act , agencies are not allowed to request informion about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified informion; assignment to nional security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other informion reled to an organizion's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the de of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the approprie informion to Click link to email

FAIR CHANCE ACT POC

, subject line: Fair Chance Act. Multiple positions may be filled from this announcement. Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Required Documents Help The following documents are required for your applicant package to be complete. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of considerion.

Resume th includes:

Personal Informion:

name, address, contact informion; Educion ; Work Experience reled to this position as described in the major duties including work schedule, hours worked per week, des of employment; title, series, grade (if applicable); other qualificions . Resume cannot exceed 2 pages. Current Rural Development employees : Most recent non-award Notificion of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade, AND Most recent performance appraisal ( ded within 18 months ) showing the official ring of record, signed by a supervisor, or stement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute. Surplus or displaced employees eligible for CTAP and RPL priority must provide: proof of eligibility (RIF separion notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity terminion), SF-50 documenting separion (as applicable), current performance appraisal with ring of least "Fully Successful" or equivalent, and your most recent SF-50 noting position, grade level, and duty locion with your applicion per 5 CFR 330. How to Apply Help Please read the entire announcement and all the instructions before you begin an applicion. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documention as specified in the How to Apply and Required Documents section. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. Resumes cannot exceed two pages. The applicion process is as follows: Click the Apply Online button. Answer the questions presented in the applicion and tach all necessary supporting documention. Click the Submit Applicion button prior to 11:59 PM (ET) on the announcement closing de. If you are required to complete any USA Hire Assessments, you notified after submitting your applicion. The notificion provided in your applicion submission screen and via email. The notificion will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this applicion" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodion before beginning the assessments should you have a disability covered under the Rehabilition Act of 1973 as amended. Set aside about 1-2 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue ler, you can re-use your unique assessment link. Your responses to the USA Hire Assessments reused for one year (in most cases) from the de you complete an assessment. If future applicions you submit require completion of the same assessments, your responses automically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparion resources https://support-usahire.opm.gov/hc/en-us . To upde your applicion, including supporting documention: During the announcement open period, return to your USAJOBS account, find your applicion record, and click Edit my applicion . This option will no longer be available once the announcement has closed. To view the announcement stus or your applicion stus: Visit https://www.usajobs.gov/Help/howto/applicion/stus/ . Your applicion stus page is where you can view your applicion stus, USA Hire assessment completion stus, and review your notificions sent by the hiring agency regarding your applicion. Please verify th documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limition to the number of documents th can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document forms: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of considerion. Please ensure your resume does not exceed two pages. Applicants who submit a resume th exceeds two pages removed from considerion. Our office cannot be responsible for incompible software, your system failure, etc. Expand Hide how to apply Agency contact informion Corrina Ortiz corrina.ortiz@usda.gov Address Rural Development 1400 Independence Ave SW Washington, DC 20250 US Next steps Your applicion reviewed to verify th you meet the eligibility and qualificion requirements for the position prior to issuing referral lists to the selecting official. If further evaluion or interviews are required, you contacted. Log in to your USAJOBS account to check your applicion stus. You must choose to turn on email notificions in your USAJOBS profile if you want to receive important email notificions th may impact your applicant experience (e.g. If you start an applicion and do not submit it prior to the closing de, USAJOBS will send an email reminder th the closing de is approaching and your applicion is in an incomplete stus). Under the Fair Chance Act , agencies are not allowed to request informion about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified informion; assignment to nional security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other informion reled to an organizion's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the de of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the approprie informion to Click link to email

FAIR CHANCE ACT POC

, subject line: Fair Chance Act. Multiple positions may be filled from this announcement. Expand Hide next steps Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Overview Help Accepting applicions Locion 1 vacancy in the following locion: One Metropolitan Square Saint Louis, MO No mching locions found. Work site options Telework eligible Yes—as determined by the agency policy. Remote job No Relocion expenses reimbursed No Salary $128,967 - $167,663 per year Pay scale & grade GS 14 Promotion potential 14 Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position. Appointment type Permanent Occupions and job series Supervisory stus Yes Federal service type This job is in the Competitive Service Represented by a union No Drug test No Security clearance Not Required Position sensitivity and risk Jobs require a and some require a . The type depends on the job. Background check type Financial disclosure required Yes Some jobs require to identify conflicts of interests. Announcement number

IMP-SAMO-13052161-2026-CO

Control number 883335300