Contact Representative (Service Representative)
Social Security Administration 489 reviews - Cumberland, MD

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Do you have a desire to:
help SSA manage its Social Security programs?

analyze and solve problems?

help to advise millions of retired and disabled individuals?

work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

Contact Representatives (Service Representatives) contribute to the Agency's mission through direct and personal service to the public. In addition, Contact Representatives obtain information in order to determine eligibility and entitlement to programs administered by SSA, and use state-of-the-art technology to access and update information about claims for benefits and other SSA services.

Additional selections may be made from this vacancy six months from the closing date of this announcement.

Social Security Administration, Field Office, 217 Glenn Street, Suite 100, Cumberland, MD 21502



: This position is being filled on full time (40 hours per week) basis as a Temporary Appointment NTE one year, may be extended for one additional year. This appointment will not become permanent.


U.S. Citizenship Required

Registered for Selective Service. See Other Information tab

Security and/or Background Investigation Required

Selectees are required to complete a 16 week technical training class.

Service Representatives (SRs) answer general and technical questions and provide information about SSA programs, process Social Security card applications, assist with the completion of forms, research and analyze benefit payment issues, and initiate contact with customers to obtain or clarify information.

Requires 1 year of specialized experience equivalent to GS-4 level that demonstrates the ability to perform all or most of the following tasks: 1) applying laws, rules, or regulations and written guidelines; 2) communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; 3) performing administrative and clerical processes; using a computer to reconcile discrepancies; associate documents with related files/records, etc.; 4) writing routine correspondence in response to inquiries and draft a variety of other written products;


a bachelor's degree;


or successful completion of 120 credits towards the completion of a bachelor's degree;


a combination of education beyond the first 60 credits/90 quarter hours and the specialized experience described above.

Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12 month period, you will be credited with 6 months of experience).

Substituting Education:
For more information on substituting education for experience, visit

After meeting the qualifications noted above, you will participate in a panel interview to demonstrate your ability to serve the public. To receive further consideration, you must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease, and the ability to organize and express thoughts clearly. If you do not pass the panel interview, you will not qualify for the job.

The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include knowledge of legal and judicial processes, analyzing, oral and written communication, and planning and organization. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link:

View Assessment Questions

Your application will be evaluated under the

Category Rating

method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:

1 - Qualified Category - Candidates who meet the Minimum Qualification Requirements.

2 - Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.

3 - Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.

Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.

ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority. See Required Documents section for further information.

Social Security offers a comprehensive

benefits program

that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help you

balance life with Social Security to life outside of work

. Please review the

Office of Personnel site

for additional information about the many benefits of your career with Social Security.

Selective Service:
If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See


About this company
489 reviews
These guys have your number. Or at least you better hope they do. The Social Security Administration (SSA) pays retirement, disability, and...