Benefits Advisor (Call Monitoring)
What you'd do
EBSA plays a vital role in protecting the retirement, health, and other job-based benefits of America's workers, retirees, and their families. We issue effective regulations, offer comprehensive education and assistance to workers, plan sponsors, fiduciaries, and service providers, and rigorously enforce the law. We serve workers, families, and the broader employee benefits community by protecting the security and integrity of the nation's benefit systems.
Major duties
Duties include but are not limited to the following: -Provide information and guidance to plan administrators, service providers, participants, beneficiaries, the public, and other agencies about ERISA and related laws. -Respond to inquiries from the public, Members of Congress, and the Executive Secretariat regarding field office activities. -Evaluate regional offices' technical assistance and customer service program by conducting comprehensive reviews for policy compliance, completing regular quality reviews, and providing written reports with recommendations. -Conduct research and fact-finding, analyze data, review eligibility or entitlement to benefits, and prepare clear responses by examining relevant records. -Participate in special projects to analyze customer assistance, advocacy, and education policies; identify program deficiencies and emerging concerns; review relevant regulations, interpretations, enforcement outcomes, and research; provide outcomes to Supervisor/Team leader
What you need to qualify
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Position titles alone cannot be used to determine if you are qualified. Please list dates in MM/DD/YY format. This is imperative in determining if whether you have at least one year of creditable specialized experience. Dates will not be assumed. GS-11: Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-9 in the Federal Service. GS-12: Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-11 in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-11 includes: Must have : · Experience working in a customer service environment providing information or assistance, resolving inquiries or complaints, and communicating clearly in both writing and speech to wide-ranging audiences. AND 2 out of 3 from the below: · Experience building and maintaining working relationships with tact, empathy, and professionalism, including effectively engaging individuals who are difficult, hostile, or distressed, and collaborating respectfully with people of varied perspectives and experiences. ·Experience reviewing and evaluating information for accuracy. · Experience using research and analytical methods to identify and analyze problems. 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 Qualifying specialized experience for GS-12 includes: Must have : - Experience working in a customer service environment providing information or assistance, resolving inquiries or complaints, and communicating clearly in both writing and speech to wide-ranging audiences. AND 3 out of 4 from the below: - Experience building and maintaining working relationships with tact, empathy, and professionalism, including effectively engaging individuals who are difficult, hostile, or distressed, and collaborating respectfully with people of varied perspectives and experiences. - Experience reviewing and evaluating information for accuracy. - Experience using research and analytical methods to identify and analyze problems. - Experience delivering educational information, (e.g., drafting materials, conducting briefings or presentations, and responding to questions) tailored to the audience and subject matter.
Before you apply
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