Senior Customer Service Specialist

** Senior Customer Service Specialist**

**Department of the Treasury**

**Location**

2 vacancies in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

**Duties**

** Summary**

**PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.**

This position is located in Retail Securities Services, Division of Customer Service, Branch as Assigned.

**Responsibilities**

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

As a Senior Customer Service Specialist you will:

+ Analyze and research customer requests including executive correspondence and supporting evidence to perform a wide variety of the more complex and high profile securities transactions, including issues, reissues, transfers, exchanges, payments, account maintenance, reinvestments, and redemptions.

+ Examine and approve the validity of legal evidence of a varied and complex nature in order to support transactions, process claims, or establish entitlement to official information within the perspective of relevant laws, regulations and precedents.

+ Independently analyze and adjudicate difficult and unusual cases containing a wide variety of requests and supporting evidence.

+ Determine what regulations, policies, precedents, laws and procedures are applicable to the transaction and the extent to which they have been met or may be waived. Initiate and approve unique requests and waivers of some facets of regulations when required in accordance with established procedures and precedents. Make recommendations on difficult or unique circumstances and compose memoranda to legal staff and higher authority to obtain rulings. Approve transactions of a precedent or policy setting nature.

+ Prepare and sign, as final disposition, letters on assigned cases. Resolve some cases by phone, email, or fax. Explain complex decisions to investors in cases where the outcome is not readily accepted. Delegated the authority to take final disposition, not subject to further review, on all cases which he or she is called upon to examine and adjudicate **Travel Required**

Occasional travel - Occasional travel possible.

** Supervisory status**

No

** Promotion Potential**

11

**Requirements**

** Conditions of Employment**

+ Must be U.S. Citizens or U.S. Nationals.

+ Please refer to "Conditions of Employment."

+ Click "Print Preview" to review the entire announcement before applying.

The experience may have been gained in either the public, private sector or . One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your rsum.

** Qualifications**

You must meet the following requirements within 30 days after the closing date of this announcement.

For the GS-11, specialized experience is one (1) year of experience at the GS-09 level, or equivalent, which is directly related to the position as listed in this announcement and has equipped the candidate with the skills, and abilities to perform the duties of the position successfully. Specialized experience for this position includes:

Working in a customer service environment using rules and regulations to research, analyze, and process customer transactions for Treasury securities.

Examples of such experience may include:

-Analyzing and ruling on acceptability of transaction requests.

-Issuing or reissuing securities exchanges, redemptions and transfers

-Establishing legal entitlement to official information

OR

Ph.D. or equivalent doctoral degree;

OR

3 full years of progressively higher level graduate education leading to such a degree; OR LL.M., if related.

OR

You may qualify on a combination of education and experienceFor the GS-9 is defined as one year of experience at the GS-7 level, or equivalent that is directly related to the position and which has equipped the candidate with the particular skills, and abilities to successfully perform the duties of the position. Specialized experience includes:

Working in a customer service environment using rules and regulations to assist in processing customer transactions for Treasury securities;.

Examples of such experience may include:

- Researching legal correspondence

- Gathering information for transfers or exchanges of securities

- Responding to customer inquiries regarding securities transactions

OR

You may substitute education for specialized experience as follows: completed a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.:

OR

You may qualify with a combination of experience and education

In addition to the above requirements, you must meet the following **time-in-grade requirement**, if applicable:

For the GS-11, you must have been at the GS-09 level for 52 weeks.

For the GS-09, you must have been at the GS-07 level for 52 weeks.

We may select from this announcement or any other source to fill one or more vacancies.

**Education**

**Additional information**

We will not pay relocation expenses.

- This is a bargaining unit position.

- This position is a noncritical sensitive position.

- We offer opportunities for telework.

- We offer opportunities for flexible work schedules.

**CONDITIONS OF EMPLOYMENT**:

- A one year probationary period may be required.

- Public Trust Background Investigation will be required.

- Obtain and use a Government-issued charge card for business-related travel.

- Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years.

** How You Will Be Evaluated**

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your rsum, responses to the online questions, and required supporting documents. Please be sure that your rsum includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your rsum may result in a not qualified determination.

**Rating**: Your application will be evaluated in the following areas: **Technical, Analytical, Communication and Organizational Awareness**. Your application will be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

**Referral**: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.

If you are a displaced or surplus Treasury Federal employee (eligible for the ) you must receive a score of 90 or better to be rated as well qualified" to receive special selection priority.

**To preview questions please .** **Background checks and security clearance**

**Security clearance**

**Drug test required**

No

**A complete application includes 1. A rsum, 2. Vacancy question responses, and 3. Submission of any required documents.** Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).

**All applicants are required to submit a r