Contact Representative (Call Center)

Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial 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.

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.