CONTACT REPRESENTATIVE (RECENT GRADUATE)

Summary

Are you looking for a unique work experience in the federal service? This position is part of the DFAS Recent Graduates Program. The DFAS Recent Graduates Program is a developmental program that provides the opportunity to gain knowledge, skills and abilities needed to pursue a successful career with DFAS and to explore possibilities for growth and learning. Applications accepted for full open period, cut-offs for applicant consideration: 10/12/2026 and 11/2/2026.

Duties

Duties described below reflect the full performance level of GS-06. Duties assigned to an entry grade of GS-04 or GS-05 will be developmental in nature. The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information. Provides status on various actions; and inaccuracies and discrepancies in customer account information.

Qualifications and evaluation

Your qualifications will be evaluated based on your responses to the online assessments completed during the application process. You will be assessed on the following competencies (knowledge, skills, abilities and other characteristics): Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/13066301 Online Assessments and Questionnaire Information: Applicants who indicate they meet the minimum qualifications will receive an email invitation to complete online assessments. The invitation will be sent via email from usastaffingoffice@opm.gov. Please ensure your email account settings will allow an email from a ".gov" email address. If not, the email may appear in a "Spam" or "Junk" folder. Please plan to set aside three (3) hours for the assessments; however, most people are expected to complete the assessments in about 90 minutes. You must complete all of the required assessments within 48 hours after the close of this Job Announcement to be eligible for this position. Your results will be kept on record for use when applying for future jobs that require these assessments. You will not be allowed to re-take an assessment for one year. If you have completed all of the required assessments previously and these results may be re-used, you will receive an email stating you have already completed the required assessments. Please Note: Before attempting to take the assessments, applicants should view sample items to determine if the computer they are using is likely to experience any issues during testing. The sample items can be found at https://cdn.apps.pdricloud.com/cdn/v1/files/pub/inline/7e5/6/15/f/5f7a7b45-d373-4126-8738-aa5c07cadd92.html. If you have questions about the computer requirements or require technical assistance, please email: https://apply.usastaffing.gov/HelpTicket. Your results on these assessments will be used to place you into one of the three quality categories listed below according to Category Rating and Selection Procedures. In addition, a review of your resume and supporting documentation will be used to verify you meet the qualifications for this job. The most highly qualified candidates will be referred to the hiring manager for further consideration and may be interviewed prior to selection. You will be notified of the outcome. Qualified Category - Meets the minimum qualifications as described in the Qualifications section of this announcement. Highly Qualified Category - Exceeds the minimum qualification requirements and demonstrates proficiency in some of the job-related competencies based on the answers to the occupational questionnaire. Best Qualified Category - Exceeds the minimum qualification requirements and demonstrates a high level of proficiency in the job related competencies based on the answers to the occupational questionnaire.

Education

Recent Graduates Program: The Recent Graduates Program is a dynamic, one-year developmental program that promotes careers in the Federal Government to recent graduates. Individuals must apply within two years of receiving a qualifying degree or certificate, with the exception of veterans, who have up to six years to apply to the Recent Graduates Program due to military service obligations. Students may also apply up to nine months prior to completing their academic requirements, depending upon agency-specific policies. Participants in the Program receive training and professional development, complete an individual development plan (IDP), and are assigned a mentor. Recent Graduates who successfully complete Program requirements may be eligible for non-competitive conversion to a term or permanent position in the civil service. It is requirement that you send proof of education or of certification to be considered for this position. Click here for more information on who must submit documentation at the time of application and what documentation is acceptable: Transcripts and Certifications.You MUST submit a copy of your transcript if you want to substitute your education for experience. If you claim qualifications based on education, and do not submit a transcript, your education will not be used in making a qualification determination and you may be found "not qualified". GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. GS-05 Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement. If you are using education to substitute for general experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in a conventional U.S. education program. It is your responsibility to provide such evidence when applying or prior to appointment as outlined above. Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You must provide a copy of the letter containing the results of the equivalency evaluation upon request. Failure to provide such documentation when requested will result in lost consideration. For more information regarding evaluation of foreign education for federal employment, please visit the U.S. Department of Education

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: 1. To begin the application process, click the Apply Online button. 2. Answer the questions presented in the application and attach all necessary supporting documentation. 3. Click the Submit Application button prior to 11:59 PM (ET) on 11/02/2026. 4. After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification. 5. If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account. To update your application, including supporting documentation, at any time during the announcement open period by return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed. To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

Required documents

You must provide a complete Application Package which includes: Résumé: A two-page maximum resume is required. Applicant guidance on the two-page resume requirement may be found at http://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ or at http://help.usajobs.gov/faq/application/documents/resume/page-limit Transcripts: You must submit documentation to VERIFY your completion of an academic program. Complete initial Eligibility Questionnaire: Your resume must demonstrate the quality of your work as it relates to the experience requirements outlined in the job announcement. You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will NOT be used to verify your qualifications or eligibility. Military Spouses: Spousal Permanent Change of Station (PCS) orders and marriage certificate/license are required to claim Military Spouse Preference. Other Supporting Documents. If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here. The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement. Veterans Preference: If you are claiming veteran's preference, you MUST submit the appropriate documentation. Failure to do so WILL result in the loss of veteran's preference, and will possibly impact your placement on the certificate. For more veterans' information please click here. You must submit a copy of your DD Form-214, "Certificate of Release or Discharge from Active Duty", showing the dates of active duty service, type of discharge and the character of service. Alternatively, If you are a current military member in active duty service and do not have a copy of your DD Form-214, you must submit a written documentation (certification) from your branch of service certifying that you are expected to be discharged or released from active duty under honorable conditions no later than 120 days after the date the certification is submitted with your application for this position. The certification should also include your rank and dates of active duty service. If claiming 10-point preference and/or are a 30% or more Disabled Veteran, you must submit both a DD Form-214 or expected discharge documentation as described above AND a copy of a letter from the Department of Veterans Affairs (VA) or your branch of service certifying the presence of service-connected disability and indicating the percentage of disability. If you are claiming eligibility based on 10-point derived veterans' preference (i.e. a spouse, widow/widower, or parent of a veteran claiming veterans' preference when the veteran is unable to use it), you must also submit a Standard Form 15 (SF-15) "Application for 10-Point Veteran's Preference" and any required documents indicated on the SF-15 to substantiate the claimed preference. Click to review veterans authorities and required documents that verify eligibility for VEOA, VRA and/or 30% or more disabled veterans hiring authorities http://www.dfas.mil/careers/howtoapply/vacancyannouncement/appointment-eligibility.html . WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) 11/02/2026, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded, or faxed is received, legible and accurate. HR will not modify answers submitted by an applicant.

Additional information

Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here. Applicants selected from this job opportunity announcement may be non-competitively converted to a competitve service appointment (term or permanent) after completing all requirements of the Pathways Recent Graduate Program. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A trial period may be required. Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance view here. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level. Priority Placement Program (PPP) Military Spouse Preference (MSP) eligible candidates will receive priority consideration at the full performance level only. The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements. Criminal History Inquiries- For some positions, criminal history inquiries may not take place before you receive a conditional job offer. Please see Fair Chance to Compete for Jobs Act of 2019 (dfas.mil) for more information on The Fair Chance to Compete Act, exceptions, and DFAS contact information. PROGRAM COMPLETION AND CONVERSION ELIGIBILITY: This is an Excepted Service appointment. Program participants MAY be converted, without a break in service, to a competitive service appointment upon completion of program requirements. Individuals converted may be subject to participation in an additional year of training as part of an agency formal development program. To be eligible for conversion, Recent Graduates must: Complete one continuous year of work experience acquired through a Recent Graduate Program. Complete 40 hours of formal interactive training. Meet the qualification standards for the position to which the Recent Graduate will be converted. Meet any agency-specific requirements specified in the Participant's Agreement. Demonstrate successful job performance that results in a rating of record of at least Fully Successful and a recommendation for conversion by the first level supervisor.