Lead National Resource Specialist (Program Services)

Summary

This position is located in the Small Business Administration, Customer Service Center – CSC in Buffalo, NY. The incumbent serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services.

Duties

As a Lead National Resource Specialist (Program Services) at the GS- 1101-11, some of your typical work assignments may include:

• Serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services.
• Monitors productivity, timeliness, quality indicators, and workload accomplishment to ensure organizational standards and performance expectations are achieved.
• Assists management in identifying operational concerns, workload issues, and process improvements that enhance customer service and program delivery.
• Provides on-the-job training, mentoring, coaching, and technical instruction to employees regarding program requirements, systems, procedures, customer service practices, and operational processes.
• Assists employees in developing technical proficiency and improving their ability to resolve customer issues independently.
• Performs the full range of National Resource Specialist duties involving customer service, technical assistance, case research, issue resolution, outreach activities, and operational support.
• Responds to routine and complex inquiries regarding SBA programs, application processes, servicing activities, account maintenance, systems access, and related program requirements.

Education

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation.

All education claimed by applicants will be verified by the appointing agency accordingly. If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.

How You Will Be Evaluated

Applicants meeting basic eligibility requirements will be further evaluated based on additional assessments. One of these assessment is USA Hire. Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement.

You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA). Your USA Hire assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments. The assessments relate to the following Competencies required to do the work of this position: Attention to Detail Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork In order to be considered for this position, you must complete all required steps in the process. One of the required assessments for this position is an online assessment that measures critical general competencies required to perform the job.

The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. All qualified Non Competitive applicants and the best qualified Merit Promotion applicants will be referred to the hiring manager for consideration.

Required Documents

• Failure to submit any of the required documents by the closing date/time of the vacancy will result in your removal from consideration for this position.
• Please review your application prior to final submission and ensure you have submitted all appropriate documents.
• Uploading documents to USAJOBs does NOT ensure inclusion with your application to our system.
• You must verify that the documents are in the system with your application prior to final submission. 1. Your
• Resume must not include photographs.
• Resume length may not exceed 2 pages and must contain the following information: Name, address, telephone number, email address; Job Title (if Federal Service, provide series and grade; if not in GS plan, provide GS equivalent grade); If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/dd/yyyy to mm/dd/yyyy); If other than full time you must provide hours worked per week.
• PLEASE BE CLEAR AND SPECIFIC.
• WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
• Your resume must contain sufficiently detailed information upon which to make a qualification determination.
• You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated “Ineligible” for that grade level.
• Should you submit multiple resumes, only the latest uploaded resume will be reviewed. 2.
• In addition to the online application (resume and responses to the occupational questionnaire), you are required to submit the following forms, if applicable.
• It is the responsibility of the applicant to ensure all documents are legible: Federal employees must submit proof of your permanent career/career-conditional competitive status (“1” or “2” in Tenure, block 24 and “1” in Position Occupied, block 34).
• Submit SF-50 showing current grade and tenure and an SF-50 showing highest (permanent) grade ever held, if different.
• NOTE: An award or detail SF-50 will not be accepted as proof of status.
• If you are using education as a substitution for experience (the announcement will state whether this is allowed), or if there is an educational requirement for this position, you must submit a copy of your transcripts (unofficial or official) that clearly describes your qualifying education.
• If selected, official transcripts will be required;
• If you are claiming Veteran status, you must submit a copy of all required documents to support your claim (e.g.: DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA disability letter)–see VetGuide; Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD-214 (showing the character of service) or other proof of service to receive consideration for veterans’ preference.
• For more information on Veterans’ Preference, please visit FedsHireVets.gov.
• CTAP/ICTAP/RPL Applicants: Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (if applicable), your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330, and your most recent performance appraisal.