Customer Service Representative (Bilingual) in United States

Summary This position is located in the Customer Engagement Division, under the Servicing & Asset Management Office (SAMO) at Rural Development (RD). The incumbent is responsible for developmental and routine assignments to support the organizations cost-effective loan servicing and asset management programs. This position requires the incumbent to read, write and speak fluently in both English and Spanish to perform customer service. This position has been designated as a fully remote position. Responsibilities Provide efficient and accurate customer service via multi-channel communications to a nationwide portfolio of all current and delinquent RD program loan and grant recipients and other external customers. Perform loan servicing duties that require direct contact with RD customers, stakeholders, and third-party callers. Assist senior loan specialists in execution of regulatory, analytical, and program management functions and report any errors. Provide technical and/or analytical assistance to support SAMO in response in response to questions regarding internal compliance to regulations, as well as outside contacts, concerning specific job tasks, techniques, policies, and outcomes. Work to determine all viable options to make RD program customers successful. Work may involve recommending options that are outside of the Servicing and Asset Management Office. Requirements Conditions of Employment Qualifications Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below. GS-07: Applicants must possess one (1) year of specialized experience equivalent to at least the GS-06 grade level in the Federal Service; or its non-Federal equivalent. Applicants must possess one (1) year of specialized experience equivalent to at least the GS-06 grade level in the Federal Service; or its non-Federal equivalent. Specialized experience is defined as experience performing a range of mortgage loan servicing duties in a call center environment, analyzing payment histories, payment applications, delinquency work-out agreements, escrow analysis, subsidy, taxes, insurance, recapture, payment assistance and payoffs on delinquent and non-delinquent accounts through multiple communication channels (email, fax, phone and chat); providing technical and/or analytical assistance to customers and third parties response to questions regarding mortgage loan regulations, policies, directives, specific job tasks, techniques, procedures, and outcomes; determining viable options to make mortgage loan program customers successful. There is no substitution of education for experience at the GS-07 level. NOTE: To be considered for this position, you must meet all qualification and eligibility requirements for the GS-1101 series set forth in the Office of Personnel Management (OPM) Qualification Standards by the closing date of the announcement. A copy is available at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Qualifications are based upon meeting specialized experience only. Education cannot be used to qualify for this position. Additional Information Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors. CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100. To be eligible for appointment to this position, the new hire must be cleared to come on board once the results of the fingerprint check, review of the OF-306, Declaration for Federal Employment, and the candidate’s Electronic Questionnaires for Investigations Processing (eQIP) entries have been reviewed and determined to be satisfactory. This position requires a favorable credit check as part of the background investigation. Persons with disabilities who require alternative means for communication of program information (Braille, large print, audiotape, etc.) should contact USDA’s TARGET Center at 202-720-2600 (voice and TDD). This position is eligible to be covered by the Business Center bargaining unit 1942- AFGE Local 3354. This position has been designated as a fully remote position. Note: Salaries listed in this announcement are an approximation and are subject to duty station locality adjustment. The duties of this position require the incumbent to possess the ability to read, write and speak both Spanish and English fluently. Selectee must reside or be willing to relocate to the following states CA, NV or WA.