Primary duties include but are not limited to the following:
- The National Contact Center (NCC) centralizes VBA's contact center activities and provides greater consistency and higher quality service by customer-facing employees.
- NCC employees may have contacts via telephone, email, video, or chat with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; (3) assisting individuals regarding how best to provide needed documents and evidence required, and/or (4) initiating inquiries to resolve errors, delays, or other problems in obtaining benefits. The employees will also assist with the completion of claim and appeal related work.
- Assists the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs.
- Explains the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
- Explains VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record.
- Performs claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc.
- Appropriately responds to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor
Work Schedule: National Contact Operations are Monday through Friday, Office Operations Hours: 8:00 a.m. to 8:00 p.m. Alternate 8 hours work schedules are available and will be determined upon offer/hire.
Virtual: This is not a virtual position.
This is a remote position. Where You'll Work: This is a 100% remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence) outside of the local commuting area of a parent station. Successful candidates should expect to work Monday through Friday as part of a distributed team that services up to 35,000 Veteran callers each day between operational hours 8:00 a.m. to 8:00 p.m.
How You'll Work: The VBA will provide everything necessary to succeed remotely. The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a computer/laptop, camera, monitor screens and headset. You will use a secure VPN to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned. Simply put, all new employee training, coaching, daily communications, and Veteran-focused operations will occur outside and away from the traditional office setting.
Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.
Work Schedule: National Contact Operations are Monday through Friday, Office Operations Hours: 8:00 a.m. to 8:00 p.m. Alternate 8 hours work schedules are available and will be determined upon offer/hire.
Telework: Not applicable, this is a remote position.
Position Description/PD#: Legal Administrative Specialist (Contact Representation)/ GS05 - 43032A , GS07- 23032A and GS09 - 03032A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Bargaining Unit Position: Yes
Starting at $39,576 Per Year (GS 5-9)