Lead National Resource Specialist (Program Services)

This position is located in the Small Business Administration, Customer Service Center - CSC in Buffalo, NY. The incumbent serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services. GS-11: One year of specialized experience, equivalent to the GS-09 grade level in the Federal service, obtained in either the private or public sector: Communicating effectively in writing with various internal and/or external customers to accomplish program objectives and goals; AND Experience leading, organizing and interacting within a team structure in a call center environment; AND Experience in compiling data, documenting, and reporting the work product/production standards to management; AND Experience monitoring work product to include, but not limited to calls: using a telephony system such as Genesys or similar; emails using a system such as Dynamics 365 or similar and messages through an inclusive platform such as Unified Lending Platform (ULP) or similar; AND Experience communicating meaningful, constructive feedback including personal coaching, documentation, and developing mentoring sessions to enhance agent skills. These qualifications must be clearly referenced in your resume. OR 3 academic years of progressively higher-level graduate education. OR Ph.D. or equivalent doctoral degree OR LL.M., in a field directly related to the position (Accounting, Business, Finance, Law, Contracts, Purchasing, Economics, Industrial Management, Marketing, Quantitative Methods, or Organization and Management). Education must be in a field which demonstrates the knowledge, skills, and abilities necessary to perform the duties of the position. OR A combination experience as described in "A" and graduate level education as described in "B", when combined, are equivalent to 100% of the qualification requirement. Only graduate level education in excess of two full years (36 semester hours) may be used in this calculation. To compute, first determine the total number of graduate level hours that exceed 36 semester hours, and then divide that number by 18 to arrive at a percentage. Then, divide the total number of months of qualifying experience by 12 to arrive at a second percentage. Add the two percentages together. The sum of the percentages must equal at least 100% to qualify. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: General Business and Industry Series 1101b 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Generally, time in non-pay status as a federal employee is not creditable towards the specialized experience requirement listed above. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/27/2026. THIS IS A READVERTISEMENT. IF YOU APPLIED TO DE-26-CSC-12989429, YOU MUST REAPPLY TO THIS ANNOUNCEMENT TO BE CONSIDERED FOR THIS POSITION. As a/an Lead National Resource Specialist (Program Services) at the GS- 1101-11, some of your typical work assignments may include: Serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services. Monitors productivity, timeliness, quality indicators, and workload accomplishment to ensure organizational standards and performance expectations are achieved. Assists management in identifying operational concerns, workload issues, and process improvements that enhance customer service and program delivery. Provides on-the-job training, mentoring, coaching, and technical instruction to employees regarding program requirements, systems, procedures, customer service practices, and operational processes. Assists employees in developing technical proficiency and improving their ability to resolve customer issues independently. Performs the full range of National Resource Specialist duties involving customer service, technical assistance, case research, issue resolution, outreach activities, and operational support. Responds to routine and complex inquiries regarding SBA programs, application processes, servicing activities, account maintenance, systems access, and related program requirements. IMPORTANT NOTES: This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule. Education APPLICANTS PLEASE NOTE: 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 (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation. All education claimed by applicants will be verified by the appointing agency accordingly. If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.