Customer Service Representative (bilingual Spanish)
What you'd do
This position Serves as a Customer service representative located in the Small Business Administration (SBA), Office of Disaster Recovery and Resilience (ODR&R), located in the Field Operations Center - East (FOCE) and Field Operations Center - West (FOCW). The primary function is to deliver face-to-face support to individuals and businesses impacted by disasters and work directly with disaster survivors and interview disaster survivors who are applying for home and business loans.
Major duties
As a/an Customer Service Representative (bilingual Spanish) at the GS- 1101-9, some of your typical work assignments may include: Provide Information about the Disaster Loan Program and assist with loan applications. Assist disaster loan applicants to better understand the SBA Disaster Loan Program. Offer guidance and support through the loan closing process and answer questions related to unsecured and secured loan closing documents, as applicable. Conduct outreach activities in disaster impacted areas. Educate applicants on disaster mitigation promoting proactive measures to minimize the impact of future disasters. IMPORTANT NOTES: Your primary residence is considered your official duty station. TRAVEL STATEMENT: You may be required to travel to a disaster site during increased disaster activity for extended periods with little or no advanced notice. If so, you may encounter hazardous working and/or living conditions; i.e., no water or electricity and/or minimal lodging facilities. Travel expenses are compensated based on SBA policy and Federal regulations. The Term Appointment does not confer competitive status, reinstatement rights, or eligibility for non-competitive conversion to a permanent job to the individual(s) selected. You may be promoted or reassigned to another term position within SBA's Office of Disaster Recovery and Resilience; however, you may not be non-competitively appointed to another federal position. You will be given an initial Term Appointment lasting more than 1 year, but not more than 4 years. If all other conditions of employment are met, this appointment may be extended up to a total of four (4) years in increments determined by SBA. This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to a non-pay status until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed in a non-pay status. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day). A valid driver's license may be required.
What you need to qualify
GS-09: One year of specialized experience, equivalent to the GS-07 grade level in the Federal service, obtained in either the private or public sector: Responding to a variety of customer inquiries from individuals, businesses, or members of the public by explaining program requirements, eligibility criteria, and available resources; and Working as a member of a team or group to achieve goals, objectives or metrics to produce deliverables while adapting to changing priorities; and Reviewing and evaluating financial criteria and supporting documentation including tax returns, income (profit and loss) statements, schedule of liabilities, balance sheets, and/or other financial documents. These qualifications must be clearly referenced in your resume. OR 2 academic years of progressively higher-level graduate education. OR Master's degree (or equivalent graduate degree such as LL.B. or J.D. as specified in qualification standards or individual occupational requirements) directly related to the position, examples include business administration, customer service management, marketing and other related fields. Education must be in a field which demonstrates the knowledge, skills, and abilities necessary to perform the duties of the position. OR A combination of education and experience. For example, 1 full year (18 semester hours or 27 quarter hours) of graduate-level education (i.e. 50% of education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. AND BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You will be contacted prior to official interviews to verify proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: 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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Generally, time in Non-Pay status as a federal employee is not creditable towards the specialized experience requirement listed above. Selective Placement Factors: This position requires a special qualification that has been determined to be essential to perform the duties and will be used as a screen out element. Those who do not provide evidence they possess the following selective factor(s) will be rated not qualified: *This position requires written and oral fluency in Spanish and English in order to assist non-English speakers with understanding SBA loan programs and to assist them in loan applications. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/07/2026.
Before you apply
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