About this role
Job SummaryEBSA plays a vital role in protecting the retirement, health, and other job-based benefits of America's workers, retirees, and their families. We issue effective regulations, offer comprehensive education and assistance to workers, plan sponsors, fiduciaries, and service providers, and rigorously enforce the law. We serve workers, families, and the broader employee benefits community by protecting the security and integrity of the nation's benefit systems.
QualificationsIN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Position titles alone cannot be used to determine if you are qualified. Please list dates in MM/DD/YY format. This is imperative in determining if whether you have at least one year of creditable specialized experience. Dates will not be assumed. Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-12, in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for the Benefits Advisor, GS-0301-13, includes: Experience working in a customer service environment providing information or assistance, resolving inquiries or complaints, and communicating clearly in both writing and speech to wide-ranging audiences. Experience delivering educational information, outreach, or training (e.g., drafting materials, conducting briefings or presentations, and responding to questions) tailored to the audience and subject matter. Experience applying and interpreting laws, regulations, policies, and procedures related to employee benefit plans (e.g., ERISA, reporting/disclosure) or a similar regulatory framework. Experience using research and analytical methods to identify and analyze problems; gathering, validating, and compiling data from multiple sources; evaluating alternatives; AND making well-supported written recommendation. Experience using data and research tools such as TAIS and Genesys.
Major DutiesDevelop and execute strategic and immediate customer service plans; relay agency policies, mandates, and procedural guidance to regional management and develop/deliver training for regional benefits advisors and managers. Develop, maintain, and revise guidelines and reference materials used by participant assistance staff. Evaluate assigned offices' technical assistance, outreach, and customer service programs by conducting comprehensive reviews for policy compliance, performing random case accuracy checks, completing regular quality reviews, and providing written reports with recommendations. Serve as liaison among assigned national and regional offices and OEA components; coordinate planning and problem resolution with senior staff; and help resolve complex issues involving offices, congressional offices, plan representatives, and plan participants. Participate in special projects to analyze customer assistance, advocacy, and education policies; identify program deficiencies and emerging concerns; review relevant regulations, interpretations, enforcement outcomes, and research; and draft/review analytical reports for action recommendations.