Customer Service Analyst - Washington, United States - U.S. Department of Housing and Urban Development

Description

** Customer Service Analyst**

**Department of Housing and Urban Development**

**Location**

1 vacancy in the following location:

+ **Duties**

The following are the duties of this position at the **GS-11**. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

As a **Customer Service Analyst**, you will:

Analyze trouble tickets which include researching and evaluating a wide range of complex functions and activities in CSM, related to Mortgage-Backed Security lifecycle.

Respond to customer reports of system problem requests. Prioritize, schedule, and track requests and problems identified to ensure timely and complete responses to users.

Collaborate with customers and Senior Analysts to identify and define systems requirements for the CSM ServiceNow application.

Manage a triage system that organizes help desk tickets and questions by urgency and severity and assign that ticket to the appropriate Senior Analyst.

**Requirements**

** Conditions of Employment**

The official duty station for this position will be in **Washington, District of Columbia.** Failure to report to duty at this location may be grounds for a disciplinary action, including removal.

**Key Requirements:**

Please refer to "Conditions of Employment."

Must be U.S. Citizen or U.S. National.

** Qualifications**

You must meet the following requirements within 30 days of the closing date of this announcement.

**Specialized Experience:**

For the **GS-11**, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the **GS-9** grade level in the Federal service. Specialized Experience for this position includes:

Utilizing a digital customer service management platform to track and monitor customer events, including transactions, comments, complaints, and resolutions; AND

Running reports, developing job aids, training materials, scripts, and Q&As; AND

Analyzing a wide range of intricate functions and activities to solve customer service-related issues and developing solutions or recommendations for improvements.

OR

Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related.

OR

You may qualify by a combination of experience and education. To combine education and experience, the total percentage of experience at the required grade level compared to the specialized experience requirement, as well as the percentage of completed education compared to the education requirement must equal at least 100 percent. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education.

For the **GS-9**, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the **GS-7** grade level in the Federal service. Specialized Experience for this position includes:

Utilizing a digital customer service management platform to track and monitor customer events, including transactions, comments, complaints, and resolutions; AND

Running reports to assist with the analysis of data to determine common issues and opportunities for improvement; AND

Acting as a liaison to clients and customers to assist in the resolution of issues.

OR

Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.

OR

To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 18 semester hours (27 quarter hours) may be combined to be considered for qualifying education.

Experience may have been gained in either the public, private sector or **.** One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume.

**Time-in-Grade:** In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:

For the **GS-11** you must have been at the **GS-9** level for 52 weeks.

For the **GS-9** you must have been at the **GS-7** level for 52 weeks.

**Time After Competitive Appointment:** Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment. **Education**

The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the .

**Additional information**

**OTHER INFORMATION:**

We may select from this announcement or any other source to fill one or more vacancies.

Relocation expenses will not be paid.

Relocation incentive will not be paid.

Recruitment incentive will not be paid.

This is a bargaining unit position.

This position isNon-Exempt from the Fair Labor Standards Act (FLSA).

HUD offers alternative and flexible work schedules.

**CONDITIONS OF EMPLOYMENT:**

A one year probationary period may be required.

Must successfully complete a background investigation.

Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.

Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.

If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.

Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on *Requiring Coronavirus Disease 2019 Vaccination for Federal Employees.* Therefore, the requirement that applicants must be fully vaccinated against COVID-19 pursuant to E.O. 14043, does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

HUD employees are subject to a number of government-wide and HUD specific ethics laws and regulations, including restrictions on working in a real estate related business, and having Section 8 tenants, along with other prohibited interests and activities. To review applicable ethics rules and HUD specific restrictions, please visit .

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. .

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

You will be evaluated for this job