LEAD CUSTOMER SERVICE REPRESENTATIVE

Department of Defense Defense Finance and Accounting Service Industrial Base Pay - Industrial Base Support (IB-JVDAAD) Summary Defense Finance and Accounting Services (DFAS) mission is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. This job is open to The public U.S. Citizens, Nationals or those who owe allegiance to the U.S. Clarification from the agency All U.S. Citizens Duties Distributes and balances the workload among employees in accordance with established requirements and assures timely accomplishment of the assigned workload. Reviews work to ensure compliance with guidelines, technical accuracy, and meeting of deadlines. Responsible for providing customer service and responding to customer inquiries for all invoice payment issues to include the late payment, underpayment, or overpayment of invoices. Researches, analyzes, and resolves customer service issues within the governed laws, regulations, policies, and procedures as they apply to individual circumstances. Provides general and detailed information to customers on all facets of contractor/vendor payments. Requirements Conditions of employment Must be a U.S Citizen This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination. Registered for Selective Service (males born after 12-31-1959) Suitable for Federal employment Obtain/Maintain Financial Management Certification New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov. Qualifications This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period. Applicants MUST have related financial experience AND/OR a related financial degree (examples include: Finance, Accounting, Management, Actuarial Science, or related), in addition to meeting Office of Personnel Management (OPM) minimum qualification requirements. Substitution of combination of education and experience must still, in conjunction, minimally satisfy the DHA qualification requirement. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service (GS-06), which demonstrates the ability to perform the duties of the position, is required.

Specialized experience is defined as:

Experience applying financial regulations, policies, and procedures to research customer issues, developing solutions, and explaining outcomes to customers.

Volunteer Experience:

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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You may qualify for consideration if meeting specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement. Education GS-07 Substitution of Education for

Experience :

One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education ( https://ope.ed.gov/dapip/#/home ). Additional information All applicants are encouraged to apply electronically. If you are unable to apply online, you may contact 317-212-0454 for assistance. Moving expenses will not be paid. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here . Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need.

Veteran's Preference:

Veteran's preference does not apply under this Direct Hire Authority (DHA). This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. Positions may be filled as permanent or term with a full-time or part-time work schedule. Pay will vary by geographic location. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A one year probationary or trial period may be required. We may use this announcement to fill additional vacancies within 90 days of the closing date. This position is Non-Exempt from the Fair Labor Standards Act. Travel requirement is Seldom. This position is not covered by a bargaining unit.

Retired Civil Service Employee:

Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance.(See DoD Instruction 1400.25, Volume 300, here ) This position requires you to obtain and maintain a Level 1 Certification under the DoD Financial Management (FM) Certification Program as a condition of employment. If you are selected, you will have to obtain this certification within two (2) years of your entry on duty in the position unless you are already in a position that requires a Level 1 Certification in which case you must complete the certification within the original 2-year period. Failure to become certified within the required time-frame may be grounds for removal from the position and/or from Federal service. Information about the DoD FM Certification Program is available at FM Certification The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. 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. Opens in a new window Learn more about federal benefits. Review our 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 you will be evaluated You will be evaluated for this job based on how well you meet the qualifications above.

IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING.

You will be evaluated on how well your qualifications, as demonstrated in your application materials (e.g., resume, supporting documents) and your responses on the application, meet the requirements listed in this vacancy announcement. Criminal History Inquiries - If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency @ dfas.indianapolis-in.zh.mbx.ssc-cc@mail.mil (this call center group box will be the intake for complaints and will forward to appropriate POCs). Required Documents You must provide a complete Application Package which includes: 1.

Resume:

A two-page maximum resume is required. Applicant guidance on the two-page resume requirement may be found at OPM.gov or at USAJ Resource Center.. 2. Other Supporting Documents . The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement. 1. Transcripts and/or

Certifications:

You must submit documentation if you are substituting education for experience. For additional information on acceptable documents or to see if you must submit documentation click here Transcripts and Certifications . You must also document your education and/or certifications in your resume. 2. SF-50: Current or former federal employees to include current agency employees must submit a Notification of Personnel Action reflecting the highest grade held on a permanent basis, tenure and appointment type. 3.

Veterans Documentation:

Click to review these authorities and documents verifying eligibility for a VEOA, VRA and/or 30% or more disabled veterans hiring authorities . 4. Military Spouse Preference (MSP)

Eligible:

Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. To download the checklist, select \"Save\" or \"Save As\" instead of \"Open.\" Save the document to your device then open it as a PDF. Once the form is opened, select \"Enable All Features\" and the form will populate so that it can be completed.

https:

//www.esd.whs.mil/Directives/forms/dd3000_3499/DD3145-4/ 5. Military Reserve (MR) and National Guard (NG)

Technicians PPP Eligible:

MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist. 6. Military Reserve (MR) and National Guard (NG)

Technicians Receiving Disability Retirement PPP Eligible:

MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist. 7.

Retained Grade PPP Eligible:

Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist. 8.

ICTAP Eligibles:

A copy of the RIF separation notice and SF-50 if available. 9.

Other Special Hiring Authorities:

Click here to review these authorities and the documentation you are required to submit. 10.

Cover Letter:

You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or eligibility.

WARNING:

Failure to submit a complete application package including any required documentation by 11:59 PM (EST)08/27/2026, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant. 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. How to Apply To apply for this position, you must provide a complete Application Package. See required documents below. Click 'Apply Online' to create an account or log in to your existing USAJOBS account. 1. Follow the prompts to complete the application and upload required documents. 2. Please ensure you click the Submit My Answers button to submit your application. 3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete. Agency contact information HR Customer Care Center Phone (317) 212-0454 Email dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil Address DFAS - Industrial Base Pay- Support Services 8899 E. 56th Street Indianapolis, IN 46249 US Next steps The resume you submit will be used to assess your qualifications for the job and to identify the best-qualified applicants to be referred to the hiring manager for further consideration and possible interviews. We will notify you of the outcome after each of these steps is completed. After making a tentative job offer, we will conduct a suitability/security background investigation. Defense Finance and Accounting Service DFAS' (Defense Finance and Accounting Service) mission is to lead the DoD (Department of Defense) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. We take pride in serving the men and women who defend America. DFAS is seeking goal-oriented people who like a challenge and care about serving our country. We offer rewarding careers in finance, accounting, information systems, contracting services, human resources, clerical work and many other areas. Agency contact information HR Customer Care Center Phone (317) 212-0454 Email dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil Address DFAS - Industrial Base Pay- Support Services 8899 E. 56th Street Indianapolis, IN 46249 US Visit our careers page Learn more about what it's like to work at Defense Finance and Accounting Service, what the agency does, and about the types of careers this agency offers.

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