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This position is located in the Pension Benefit Guaranty Corporation's (PBGC), Office of Benefits Administration (OBA), Participant Services Department (PSD).
More than one selection may be made from this vacancy announcement.
Learn more about this agency10/31/2020 to 11/02/2020
$121,316 - $157,709 per year
GS 14
Yes—as determined by the agency policy.
Occasional travel - (less than 10 %)
Yes—Recruitment incentives may be authorized for this position, if applicable.
Permanent
Full-time - Full Time
Competitive
14
Yes
No
PSD-2021-0002
583280400
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Current or former competitive service federal employees.
Current excepted service federal employees.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
All U.S. Citizens, including veterans eligible under the Veterans Opportunity to Work Act (VOW), and Nationals (residents of American Samoa and Swains Island). All Veterans are encouraged to visit Careeronestop.org for resume writing tips and skill conversion terms.
All qualification and eligibility requirements must be met by the announcement closing date.
You may start at the GS-14 grade level with an annual salary of $121,316.00, if you meet the following minimum qualification requirements.
SPECIALIZED EXPERIENCE: Applicants must have at least one year of specialized experience at the GS-13 grade level in the Federal service or equivalent to the GS-13 grade level in the private sector leading, coaching, mentoring or training others (formally or informally) in a customer service function and experience in customer service quality management and monitoring principles. Examples may include: serving as a quality analyst, coach or team lead in a retirement, healthcare, or financial services call center or customer service operation.
There are no education requirements for this position.
This vacancy announcement is to solicit applications for current and/or future vacancies.
To be considered under a special hiring authority such as the Schedule A appointing authority for persons with disabilities; the direct-hire authority to appoint veterans with service-connected disabilities of 30 percent or more; Peace Corps or VISTA service; or another excepted service/special hire authority, you must submit documentation to support your claim for eligibility with your application package. For more details, visit Federal Hiring Flexibilities.
PBGC encourages qualified applicants with disabilities to apply. Applicants with disabilities who are interested in learning more about job opportunities under the Schedule A Hiring Authority and other available hiring flexibilities and authorities are encouraged to contact PBGC’s Selective Placement Program Coordinator, Donald Beasley, at (202) 229-3637 or Beasley.donald@pbgc.gov. TTY/TDD users should call the federal relay service at (800) 877-8339 and ask to be connected to (800) 400-7242.
All Veterans are encouraged to visit CareerOne for resume writing tips and skill conversion terms.
If you believe that you have been subjected to discrimination, you may contact the PBGC Office of Equal Employment Opportunity (OEEO):
OEEO Main Office Phone: 202-326-4363
Email: EEO@PBGC.gov
Due to the COVID-19 pandemic, PBGC is currently operating under maximum telework flexibilities. However, all Federal agencies will begin a phased transition to normal operations.
You will be evaluated for this job based on how well you meet the qualifications above.
Category Rating is being used for this position.
If your resume does not support the answers you gave on the assessment questionnaire, you may be rated Not Qualified or you may be placed in a lower category.
Your name will be placed in one of the three following quality categories:
•Gold - highly proficient regarding the knowledge, skills and abilities (KSAs) related to this position.
•Silver - competent regarding the knowledge, skills and abilities (KSAs) related to this position.
•Bronze- possessing only the minimum qualifications required for this position.
Your qualifications will be evaluated on the following knowledge, skills, & abilities:
1. skill in managing resources to meet customer service goals and objectives
2. skill in customer service delivery
3. knowledge of customer service performance objectives and how to measure them
Interagency Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 80 or above based on the competencies listed above (which is equivalent to PBGC’s “Silver” quality category); and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: Interagency Career Transition Assistance Programs.
Candidates who apply under Noncompetitive and Special Hiring Authorities (i.e., displaced/surplus employees (CTAP/ICTAP eligibles), veterans eligible under the Veterans Opportunity to Work Act (VOW)/Veterans' Employment Opportunities Act (VEOA), disabled veterans with 30% or more disability, former Action Volunteers-Peace Corps/VISTA/etc., persons with disabilities and others who are eligible for special appointing authorities) procedures will undergo a quality review to determine if they are minimally qualified based on the content of their resume, supporting documentation submitted and their responses to the assessment questionnaire.
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: Application of Veterans' Preference The Category Rating process protects the rights of veterans by placing them ahead of non-veterans within each quality category. All qualified veterans must be selected before selecting any non-veterans within each quality category.
For this position, disabled veterans who meet minimum qualifications for this position and have a compensable service-connected disability of at least 10% are placed at the top of the Gold category regardless of which category to which they would otherwise be assigned.
Preference eligibles who do not have a service-connected disability of 10% or more (XP or TP) are placed at the top of their quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. A selecting official may make selections from the highest quality category (Gold) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C 3317(b) or 3318(b) are satisfied.
RESUME: You must submit a resume. Your resume should clearly show your possession of the specialized experience and KSAs so that we can determine your qualifications for this position. Your resume should be specific to the position you are applying for, relating your skills and experience to those noted in the job posting.
COVER LETTER (OPTIONAL): Your cover letter should state your interest in this position and the strengths that you feel will make you an asset to the Pension Benefit Guaranty Corporation. We will not use your cover letter to determine your qualifications; however, your cover letter will go to the Selecting Official along with your resume if you are referred.
VETERANS PREFERENCE: If claiming veteran's preference, you should indicate the type of veteran's preference you are claiming on your resume. For 5-point veteran's preference, you must provide a copy of your DD-214 Certificate of Release or Discharge from Active Duty (Member 4 copy or Member 7 copy), official statement of service from your command if you are currently on active duty, or other official documentation (e.g. documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions. Your DD-214 must show the type of discharge and dates of active duty. If the appropriate copy of the DD-214 is not submitted and the discharge status is not confirmed, you will not receive credit for the claimed active duty military service. To gain access to your DD214 online, please visit: National Archives. For 10-point veteran's preference, including 30% or more disabled veterans, you must submit a SF-15 , Application for 10-point Veteran Preference and any documentation required by this form to support your claim. These documents must be submitted before 10-point preference can be awarded. If you fail to provide documentation required by the SF-15 you will receive 5-point preference if veterans' preference requirements have been met.
Information on Veterans Preference is available in the Vet's Guide that can be found at OPM's website: Veterans Guide.
Veterans Opportunity to Work Act (VOW) : If you are currently serving on active duty you MUST submit a statement of service from your unit (on unit letterhead) identifying the branch of service, period(s) of service, campaign badges or expeditionary medals earned, type of discharge, character of service, and the date you will be separated or be on approved terminal leave. If you provide a statement of service at this stage, your preference/eligibility will be verified by a DD214 (Member 4 Copy) upon separation from the military.
Interagency Career Transition Assistance Programs: CTAP and ICTAP candidates must submit documents showing eligibility for selection priority (e.g., RIF separation notice, Certificate of Expected Separation, or other proof of eligibility for priority selection); an SF-50 showing the current (or former) position, grade level, promotion potential, and duty location; and the most current performance appraisal including the performance rating.
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.
In order to be considered, submit all of the required information (including your supplemental documentation) before midnight EST on the closing date. All resumes should be five pages or less; anything over five pages will not be reviewed. Private sector formatted resumes preferred.
If you are not able to apply online or require reasonable accommodations, contact Brandy Pelham on (202) 229-3177 or at Pelham.brandy@pbgc.gov no later than 5:00 p.m. on the day before the closing date of this vacancy announcement. For TTY/TDD users, call the Federal Relay Service toll free at 1-800-877-8339 and ask to be connected to (800) 400-7242. Please complete all the steps in the online application process at USAJOBS (www.usajobs.gov). You may make updates to your information at any time prior to midnight EST on the closing date of this announcement.
* Register with USAJOBS, which will store your information and resume. You will only need to complete this step once.
* Locate and review the vacancy announcement on USAJOBS. Click the Apply Online link and then select a resume to submit with your application.
* Click on "Apply for this Position Now." You will be redirected to our online system.
* Complete or review the online core questions, which determine the types of positions you are eligible for.
* Specify which series and grade(s) you wish to be considered for.
* Complete the online vacancy questions, then click "Finish". You will continue to the Vacancy Documents page.
* Submit each of the documents that apply to you by upload in USAJOBS.
*You will then see a summary of your application, including the documents that you submitted. You are strongly encouraged to save or print a copy of this page as proof of submission and receipt of your application and documents.
*To finish, click "Finish."
You are encouraged to complete your USAJOBS personal account completely to receive notifications at each point in the recruiting process. Utilizing this option allows you to review and track the status of your application and receive email notifications from the hiring office.
You may check the status of your applications by clicking on the My USAJOBS tab at the USAJOBS website.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/583280400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
The Partnership for Public Service ranked PBGC in the top five best places to work among small Federal agencies! PBGC ranked fifth out of the 29 agencies in this category, with high scores on work/life balance, benefits, job security, advancement, and organizational culture.
Are you looking for challenging, compelling, and important work? The Pension Benefit Guaranty Corporation (PBGC) has a distinguished and vital mission to protect America’s pensions. At PBGC, you will use your skills in accounting, auditing, business, finance, law, actuarial science, information technology, and more to protect the retirement income of over 35 million Americans in single employer and multiemployer pension plans.
For this announcement, the number of applications will be limited to 50. The vacancy will close on the closing date listed or on midnight EST of the date the application limit is reached, whichever comes first. All applications received on the date the application limit is reached will be accepted and processed.
