National Resource Specialist (Program Services)
What you'd do
This position is located within the U.S. Small Business Administration (SBA), Customer Service Center (CSC). The incumbent serves as a National Resource Specialist and is responsible for providing customer service, operational support, and program guidance to applicants, borrowers, lenders, stakeholders, and members of the public regarding SBA programs and services.
Major duties
As a National Resource Specialist (Program Services) at theGS- 1101-9, some of your typical work assignments may include: Serves as a primary point of contact for applicants, borrowers, lenders, stakeholders, and members of the public seeking information and assistance regarding SBA disaster and non-disaster programs and services. Uses various software applications (e.g., email, word processing, spreadsheets) to input disaster survivor information, and to research and respond to a wide variety of routine and complex inquiries involving program eligibility, application requirements, loan processes, servicing activities, account status, available assistance programs, and related operational procedures. Provides technical assistance to customers utilizing SBA automated systems, online applications, customer portals, and related platforms. Conducts outreach activities to inform applicants, borrowers, and other stakeholders of available SBA programs, services, resources, and assistance opportunities. Maintains accurate records of customer interactions, actions taken, and case activity in accordance with established procedures. IMPORTANT NOTES: 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 an intermittent schedule and are not called into work 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 back onto an intermittent work schedule. 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).
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: Assisting customers regarding various stages of the loan lifecycle, including application, processing, approval, disbursement, servicing, modification, and closing activities. Researching and analyzing customer inquiries by reviewing account information, loan records, application data, and prior actions to accurately identify issues and implement effective solutions. Monitoring assigned workload, maintaining documentation, preparing forms and correspondence, and ensuring customer inquiries are addressed in a timely manner. 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 (e.g., industrial management, business administration), 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. 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 Business and Industry Series 1101b 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. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/07/2026.
Before you apply
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