Summary
This announcement is being limited to the first 100 applications received. The announcement will close either on the published closing date at 11:59 p.m. Eastern Standard Time (EST) or on the day when the number of applications reaches 100 at 11:59 p.m. (EST), whichever comes first.
Duties
Specific duties include: Monitors work progress, balances workload and makes adjustments to ensure effective team performance within the Insurance Call Center. Based on observation and review of work accomplished by the team provides input for performance ratings and award nominations. Responds to inquiries varying in complexity and counsels' callers on topics including dividends, premiums, non-medical and medical underwriting issues, matured endowments, cash surrenders, loans, death claim processing and tax issues relating to insurance benefits. Solves work problems and assists the team and/or individual members identifying the boundaries of a viable solution. Mentors team employees, addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides or arranges technical training necessary for the accomplishment of individual and team tasks. Advises the Supervisory Insurance Specialists and Section Chiefs on the daily operations of the teams, reports operational problems, including but not limited to attendance and behavioral problems, and needs that impact the Division's ability to achieve established goals and objectives. Relays to the Supervisory Staff the most cost-effective use of resources in order to accomplish assigned goals and objectives, by preparing reports and maintaining records of work. Assists Management with meeting quality and timeliness service performance indicator goals. Researches and interprets regulations governing life insurance policies in order to reply to inquiries from policyholders on the VA administered insurance programs. Makes all servicing and maintenance actions in responding to requests or inquiries from policyholders or their authorized representatives, including posting premiums, loan and dividend payments and refunds. Work Schedule: Full time, Monday through Friday Compressed/Flexible: Available (8:00am - 5:30pm) Virtual: This is a remote position Position Description/PD#: Lead Insurance Specialist; PD41635A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required
Requirements
As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the Agency; whether your continued employment would advance organizational goals of the Agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
Education
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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, visit: https://www.ed.gov/about/initiatives/international-affairs/recognition-of-foreign-qualifications. You may submit unofficial transcripts when applying. However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. 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 Organizational Awareness: Knows the organization's mission and functions, and how its social, political, and technological systems work and operates effectively within them; this includes the programs, policies, procedures, rules, and regulations of the organization. Analytical Reasoning: Identifies issues and analyzes information to draw accurate conclusions, ensuring careful attention to detail. Dissects problems and information into their meaningful parts and uses logic and judgment to evaluate alternatives and develop solutions. Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately. Team building: Manages group processes; encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. To preview the application questionnaire, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13075881 Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.