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Contact Representative (Customer Service Representative) (ICTAP) (Temp)
Social Security Administration
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Summary
Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.
LOCATION: This position is located in various offices in the Social Security Administration.
TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules may be available.
TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.
Learn more about this agency
Summary
Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.
LOCATION: This position is located in various offices in the Social Security Administration.
TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules may be available.
TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.
Learn more about this agency
Overview
Help
Accepting applications
Posted yesterday · Apply in 3 days
Due by 11:59 p.m. ET on June 26, 2026
Location
Many vacancies in the following locations:
Mobile, AL
Pueblo, CO
Council Bluffs, IA
Coeur dAlene, ID
Chicago, IL
Waukegan, IL
Madison, IN
North
Kansas City, MO
South
Kansas City, MO
Durham, NC
West
Cleveland, OH
Medford, OR
Portland, OR
Oshkosh, WI
No matching locations found.
Work site options
Telework eligible Yes-as determined by the agency policy. Remote job No Relocation expenses reimbursed No Salary $55,882 - $81,208 per year
Salary shown is GS-8 Rest of U.S min. salary to highest locality pay. (See Additional Information Section for locality pay information)
Pay scale & grade
GS 8
Promotion potential None
Learn more about pay scale and grade
Pay scale and grade determines the salary of the job.
Work schedule Multiple Schedules - Up to 40 hours per week. Travel Required Not required
Appointment type Temporary - 1-year - may be extended - will not become permanent.
Occupations and job series
Supervisory status No Federal service type This job is in the Competitive Service Represented by a union Yes
Drug test No Security clearance Other Position sensitivity and risk Moderate Risk (MR)
Jobs require a background check and some require a security clearance. The type depends on the job.
Background check type
Financial disclosure required No
Some jobs require financial disclosure to identify conflicts of interests.
Announcement number SSA-12989906-ICTAP-26-FO Control number 873698200
This job is open to
Help
Career transition (CTAP, ICTAP, RPL)
Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants.
Clarification from the agency
APPLICATIONS WILL ONLY BE ACCEPTED FROM those eligible for Interagency Career Transition Assistance Program (ICTAP) in the commuting area of the listed duty location.
Duties
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Once selected for the Customer Service Representative position in SSA, you will contribute to the Agencys mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.
Requirements
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Conditions of employment
Qualifications
Applicants must have 52 weeks of specialized experience at the GS-7 level or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. 1) Using a working knowledge Federal, State, or County laws, regulations, policies and procedures to evaluate eligibility or claims in a benefits program; 2) Explaining complex legal provisions and resolving issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds; 3) Using a computer to reconcile complex discrepancies and enter data into databases; and 4) responding to highly technical inquiries concerning benefit entitlement, benefit payments, etc.
The following time-in-grade requirement must be met by the closing date of this announcement.
Applicants must have 52 weeks at the GS-7 or higher.
SELECTIVE PLACEMENT FACTOR:
COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants 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 CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.
Education
There is no substitution of education for experience at this grade level.
Additional information
This position is located in the following field offices:
In addition to the minimum qualifications, applicants must be eligible under the following category:
In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.
This is not a career-ladder position; GS-8 is the full performance level.
This is a bargaining unit position represented by the American Federation of Government Employees.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
Additional selections may be made for this vacancy six months from the closing date of this announcement.
LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.
Expand Hide additional information
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
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 occupation questionnaire, which is designed to capture the desired competencies for this position.
The following knowledge, skills, and abilities are necessary to perform the duties of this position:
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: https://apply.usastaffing.gov/ViewQuestionnaire/12989906
Benefits
Help
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required documents
Required Documents
Help
Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:
For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.
How to Apply
Help
To apply for this position, you must provide a complete Application Package which includes:
The complete Application Package must be submitted before midnight (ET) on 06/26/2026.
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Careers@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Agency contact information
Careers at SSA
Email Careers@ssa.gov Address Field Operations
6401 Security Blvd
4123 Annex
Baltimore, MD 21235
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Criminal history inquiries Equal Employment Opportunity (EEO) Policy
Financial suitability New employee probationary period
Privacy Act Reasonable accommodation policy
Selective Service Signature and false statements
Social security number request
Required Documents
Help
Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:
For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.
How to Apply
Help
To apply for this position, you must provide a complete Application Package which includes:
The complete Application Package must be submitted before midnight (ET) on 06/26/2026.
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Careers@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Expand Hide how to apply
Agency contact information
Careers at SSA
Email Careers@ssa.gov Address Field Operations
6401 Security Blvd
4123 Annex
Baltimore, MD 21235
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Expand Hide next steps
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Criminal history inquiries Equal Employment Opportunity (EEO) Policy
Financial suitability New employee probationary period
Privacy Act Reasonable accommodation policy
Selective Service Signature and false statements
Social security number request
Additional locations
Chicago, IL
Waukegan, IL
Madison, IN
North
Kansas City, MO
South
Kansas City, MO
Durham, NC
West
Cleveland, OH
Medford, OR
Portland, OR
Oshkosh, WI
Social Security Administration
Do you have a desire to:
Informational Note:
Creating a my Social Security (mySSA) account is a convenient way to access your personal Social Security information online. While not required for this position or the application process, you may wish to learn more about the benefits of having a mySSA account by visiting www.ssa.gov/myaccount.
Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the callers question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.
Agency contact information
Careers at SSA
Email Careers@ssa.gov Address Field Operations
6401 Security Blvd
4123 Annex
Baltimore, MD 21235
US
Visit our careers page
Learn more about what its like to work at Social Security Administration, what the agency does, and about the types of careers this agency offers.
Summary
Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.
LOCATION: This position is located in various offices in the Social Security Administration.
TOUR OF DUTY: Multiple work schedules (up to 40 hours) | Alternate work schedules may be available.
TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent.
Learn more about this agency
Overview
Help
Accepting applications
Posted yesterday · Apply in 3 days
Due by 11:59 p.m. ET on June 26, 2026
Location
Many vacancies in the following locations:
Mobile, AL
Pueblo, CO
Council Bluffs, IA
Coeur dAlene, ID
Chicago, IL
Waukegan, IL
Madison, IN
North
Kansas City, MO
South
Kansas City, MO
Durham, NC
West
Cleveland, OH
Medford, OR
Portland, OR
Oshkosh, WI
No matching locations found.
Work site options
Telework eligible Yes-as determined by the agency policy. Remote job No Relocation expenses reimbursed No Salary $55,882 - $81,208 per year
Salary shown is GS-8 Rest of U.S min. salary to highest locality pay. (See Additional Information Section for locality pay information)
Pay scale & grade
GS 8
Promotion potential None
Learn more about pay scale and grade
Pay scale and grade determines the salary of the job.
Work schedule Multiple Schedules - Up to 40 hours per week. Travel Required Not required
Appointment type Temporary - 1-year - may be extended - will not become permanent.
Occupations and job series
Supervisory status No Federal service type This job is in the Competitive Service Represented by a union Yes
Drug test No Security clearance Other Position sensitivity and risk Moderate Risk (MR)
Jobs require a background check and some require a security clearance. The type depends on the job.
Background check type
Financial disclosure required No
Some jobs require financial disclosure to identify conflicts of interests.
Announcement number SSA-12989906-ICTAP-26-FO Control number 873698200
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