CONTACT REPRESENTATIVE (RECENT GRADUATE)

Summary

Are you looking for a unique work experience in the federal service? This position is part of the DFAS Recent Graduates Program. The DFAS Recent Graduates Program is a developmental program that provides the opportunity to gain knowledge, skills and abilities needed to pursue a successful career with DFAS and to explore possibilities for growth and learning. Applications accepted for full open period, cut-offs for applicant consideration: 10/12/2026 and 11/2/2026.

Duties

• Duties described below reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature.
• The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.
• The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
• Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.
• Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.
• Provides status on various actions; and inaccuracies and discrepancies in customer account information.

Qualifications

Open to U.S. Citizens who are Recent Graduates who have obtained a qualifying Associates, Bachelor's, Master's, Professional, Doctorate, Vocational or Technical degree/certificate from a qualifying educational institution, within the previous 2 years OR Veterans (as defined in 5 U.S.C. 2108) who were unable to apply within 2 years of obtaining a qualifying degree or certificate from a qualifying educational institution due to their military service obligation have a full 2-year eligibility period upon release or discharge from active duty. The eligibility period for veterans must be within 6 years of degree completion. Human Resources will determine your qualifications for each entry grade level based on your interest and the additional following criteria. Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume. Combinations of education and experience may also be sufficient. Generalized Experience for GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Generalized experience is defined as: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Specialized Experience for GS-05: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: researching information in an automated system to provide verbal and written responses that resolve customer issues. 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.

Education

Recent Graduates Program: The Recent Graduates Program is a dynamic, one-year developmental program that promotes careers in the Federal Government to recent graduates. Individuals must apply within two years of receiving a qualifying degree or certificate, with the exception of veterans, who have up to six years to apply to the Recent Graduates Program due to military service obligations. Students may also apply up to nine months prior to completing their academic requirements, depending upon agency-specific policies. Participants in the Program receive training and professional development, complete an individual development plan (IDP), and are assigned a mentor. Recent Graduates who successfully complete Program requirements may be eligible for non-competitive conversion to a term or permanent position in the civil service. It is requirement that you send proof of education or of certification to be considered for this position. Click here for more information on who must submit documentation at the time of application and what documentation is acceptable: Transcripts and Certifications.You MUST submit a copy of your transcript if you want to substitute your education for experience. If you claim qualifications based on education, and do not submit a transcript, your education will not be used in making a qualification determination and you may be found "not qualified". GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. GS-05 Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement. If you are using education to substitute for general experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in a conventional U.S. education program. It is your responsibility to provide such evidence when applying or prior to appointment as outlined above. Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You must provide a copy of the letter containing the results of the equivalency evaluation upon request. Failure to provide such documentation when requested will result in lost consideration. For more information regarding evaluation of foreign education for federal employment, please visit the U.S. Department of Education How You Will Be Evaluated

Your qualifications will be evaluated based on your responses to the online assessments completed during the application process. You will be assessed on the following competencies (knowledge, skills, abilities and other characteristics): Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/13066301 Online Assessments and Questionnaire Information: Applicants who indicate they meet the minimum qualifications will receive an email invitation to complete online assessments. The invitation will be sent via email from [email protected]. Please ensure your email account settings will allow an email from a ".gov" email address. If not, the email may appear in a "Spam" or "Junk" folder. Please plan to set aside three (3) hours for the assessments; however, most people are expected to complete the assessments in about 90 minutes. You must complete all of the required assessments within 48 hours after the close of this Job Announcement to be eligible for this position. Your results will be kept on record for use when applying for future jobs that require these assessments. You will not be allowed to re-take an assessment for one year. If you have completed all of the required assessments previously and these results may be re-used, you will receive an email stating you have already completed the required assessments. Please Note: Before attempting to take the assessments, applicants should view sample items to determine if the computer they are using is likely to experience any issues during testing. The sample items can be found at https://cdn.apps.pdricloud.com/cdn/v1/files/pub/inline/7e5/6/15/f/5f7a7b45-d373-4126-8738-aa5c07cadd92.html. If you have questions about the computer requirements or require technical assistance, please email: https://apply.usastaffing.gov/HelpTicket. Your results on these assessments will be used to place you into one of the three quality categories listed below according to Category Rating and Selection Procedures. In addition, a review of your resume and supporting documentation will be used to verify you meet the qualifications for this job. The most highly qualified candidates will be referred to the hiring manager for further consideration and may be interviewed prior to selection. You will be notified of the outcome. Qualified Category - Meets the minimum qualifications as described in the Qualifications section of this announcement. Highly Qualified Category - Exceeds the minimum qualification requirements and demonstrates proficiency in some of the job-related competencies based on the answers to the occupational questionnaire. Best Qualified Category - Exceeds the minimum qualification requirements and demonstrates a high level of proficiency in the job related competencies based on the answers to the occupational questionnaire. Other Information

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. 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. Applicants selected from this job opportunity announcement may be non-competitively converted to a competitve service appointment (term or permanent) after completing all requirements of the Pathways Recent Graduate Program. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A trial period may be required. 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 view here. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the full performance level only. 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. Criminal History Inquiries- For some positions, criminal history inquiries may not take place before you receive a conditional job offer. Please see Fair Chance to Compete for Jobs Act of 2019 (dfas.mil) for more information on The Fair Chance to Compete Act, exceptions, and DFAS contact information. PROGRAM COMPLETION AND CONVERSION ELIGIBILITY: This is an Excepted Service appointment. Program participants MAY be converted, without a break in service, to a competitive service appointment upon completion of program requirements. Individuals converted may be subject to participation in an additional year of training as part of an agency formal development program. To be eligible for conversion, Recent Graduates must: Complete one continuous year of work experience acquired through a Recent Graduate Program. Complete 40 hours of formal interactive training. Meet the qualification standards for the position to which the Recent Graduate will be converted. Meet any agency-specific requirements specified in the Participant's Agreement. Demonstrate successful job performance that results in a rating of record of at least Fully Successful and a recommendation for conversion by the first level supervisor.