Management & Program Analysis Officer

Summary

Three positions will be filled within the Servicing & Asset Management Office. One position will be assigned to the Customer Assistance Program, one to the Pre-Default Division, and one to the Customer Engagement Division. Each incumbent will serve as a Division Director and member of the SAMO’s management team, providing leadership and oversight of program operations, strategic initiatives, regulatory compliance, and coordination with internal and external stakeholders.

Duties

• Provides technical expertise and opinion on delinquency matters related to the SFH Direct portfolio to State Offices, Head Quarters, OGC and other Federal Agencies.
• Develop and implement strategies to improve the delivery of servicing options to customers and protect the financial investment of the Government.
• Coordinates operations that assure prompt and accurate responses to incoming customer telephone contacts and written communications, and outbound customer outreach efforts on a nationwide portfolio.
• Coordinates information utilized for congressional inquiries, appeals, reconsiderations, and escalations.
• Prepares appropriate documentation, in accordance with the established guidelines.
• Participates in the design, development, testing, and implementation of new and revised SFH direct loan and grant program financial and management information systems, ensuring compliance with accepted financial accounting principles and standards.

Education

There are no educational requirements.

How You Will Be Evaluated

You will be evaluated based on your qualifications for this position as evidenced by the experience, education, and training you described in your application package, as well as the responses to the Assessment Questionnaire to determine the degree to which you possess the knowledge, skills, abilities and competencies listed below: Management Analysis Program Analysis Oral Communication Written Communication Supervision Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Applicants who meet the minimum qualification requirements and are determined to be among the best qualified candidates will be referred to the hiring manager for consideration. Noncompetitive candidates and applicants under some special hiring authorities need only meet minimum qualifications to be referred.

Note: If after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service.

Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the “Apply” button to the right. To view the application form, visit: https://apply.usastaffing.gov/ViewQuestionnaire/12987859

Required Documents

• The following documents are required for your applicant package to be complete.
• Encrypted documents will not be accepted.
• Failure to submit required, legible documents may result in loss of consideration.
• Resume that includes: Personal Information: name, address, contact information; Education; Work Experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable); other qualifications.
• Resume cannot exceed 2 pages.
• Current Federal employees: Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable.
• A performance plan is not an acceptable substitute.
• Surplus or displaced employees eligible for CTAP, RPL 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 (as applicable), current performance appraisal with rating of at least "Fully Successful" or equivalent, and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.