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Senior Client Relations Specialist

2 months ago

Parkersburg, West Virginia, United States TREASURY Full time

Senior Customer Service Specialist

Department of the Treasury

Location

2 vacancies available.

Relocation expenses reimbursed

No

Telework eligible

Yes, as determined by agency policy.

Duties

Summary

Note: Selectees may be subject to additional approvals prior to an offer being extended.

This role is situated within Retail Securities Services, Division of Customer Service, Branch as Assigned.

Responsibilities

As a Senior Customer Service Specialist, your duties will include:

  • Conducting thorough analysis and research on customer inquiries, including executive correspondence and supporting documentation, to facilitate a diverse range of complex securities transactions such as issues, reissues, transfers, exchanges, payments, account maintenance, reinvestments, and redemptions.
  • Reviewing and validating legal evidence of a complex nature to support transactions, process claims, or establish entitlement to official information in accordance with relevant laws, regulations, and precedents.
  • Independently evaluating and adjudicating challenging and unusual cases that involve a variety of requests and supporting documentation.
  • Determining applicable regulations, policies, precedents, laws, and procedures for transactions, assessing compliance, and initiating unique requests or waivers when necessary. Making recommendations on complex situations and drafting memoranda for legal staff and higher authorities to obtain rulings.
  • Preparing and signing final disposition letters for assigned cases, resolving inquiries via phone, email, or fax, and explaining complex decisions to clients in cases where outcomes may not be readily accepted.

Travel Required

Occasional travel may be necessary.

Supervisory status

No

Promotion Potential

11

Requirements

Conditions of Employment

  • Must be U.S. Citizens or U.S. Nationals.
  • Refer to "Conditions of Employment" for additional details.

Experience may be gained in either public or private sectors. 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 employment dates by month/day/year and number of hours worked per week on your resume.

Qualifications

To qualify, you must meet the following requirements within 30 days after the closing date of this announcement:

For the GS-11 level, specialized experience is defined as one (1) year of experience at the GS-09 level or equivalent, directly related to the position and equipping the candidate with the necessary skills and abilities to perform the duties successfully. Specialized experience includes:

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

Examples of such experience may include:

  • Analyzing and ruling on the acceptability of transaction requests.
  • Issuing or reissuing securities, exchanges, redemptions, and transfers.
  • Establishing legal entitlement to official information.

OR

Possessing a 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 through a combination of education and experience.

For the GS-9 level, specialized experience is defined as one year of experience at the GS-7 level or equivalent, directly related to the position and equipping the candidate with the necessary skills and abilities to perform the duties successfully. Specialized experience includes:

  • Working in a customer service environment utilizing 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

Relocation expenses will not be paid.

This is a bargaining unit position.

This position is classified as noncritical sensitive.

We offer opportunities for telework and 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.

Evaluation Process

Your application will be evaluated based on how well you meet the qualifications outlined above. Your application includes your resume, responses to the online questions, and required supporting documents. Ensure your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence 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 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.

Background Checks and Security Clearance

Security clearance:

Drug test required:

No

A complete application includes: 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Failure to provide all required information may result in not being considered for this position.