Social Security Administration - Service Represeentative

The Service Representative (SR) provides assistance to the public by answering a wide variety of questions by interviewing the individual, investigating the situation and resolving the problem.
The Service Representative requires comprehensive knowledge of SSA programs, as well as related Federal and State programs.

The Service Representative will need skills in independent analysis and problem solving using policies, procedures, laws and regulations to:

• process request for Social Security Number applications
• conduct interviews with beneficiaries, inquirers, or representatives in order to secure facts, provide advice,
resolve problems and/or explain eligibility and payments
• evaluate qualifications of representative payee candidates, assess capability and select qualified payee
• develop, document, and resolve SSI overpayments
• verify overpayment waiver requests, make waiver determinations, and generate notices to beneficiary
• provide information and counsel beneficiaries about retirement options
• Investigate case situations and reconcile discrepancies on monthly benefits or Medicare payments
• develop evidentiary material needed to support all claims prior to adjudication
• process post adjudicative actions on a personal computer utilizing SSA software

This type of work is both rewarding and challenging. The policy and provisions that govern the Social Insurance programs are extensive, complex and subject to frequent changes in the law. The incumbent is required to research these policies and provisions in order to apply sound judgement effecting benefit eligibility determinations.

Cases are complicated by unusual and unique circumstances, other government agency benefits; tax liability matters, medical and vocational considerations, claim decision reversals, or by procedural or operational obstacles.

Training

You will first undergo an extensive training program. This training is designed to prepare you for interviewing and providing assistance to the public and Social Insurance program beneficiaries


Promotional Opportunities

Promotional and career opportunities include various technical, analytical, supervisory and management positions within the Social Security Administration (SSA) Field Offices, Processing Centers and Teleservice Centers nationwide. There are numerous career opportunities in SSA. SSA employees advance by applying through merit promotion.

Location

SSA has 140 field offices located throughout Delaware, the District of Columbia, Maryland, Pennsylvania, Virginia, and West Virginia where the primary position is the Social Insurance Claims Representative (CRs). There are 1200 field office locations nationwide.

Salary

SSA generally recruits for the Service Representative (SR) position at the GS-5 and GS-6 level with the position having the promotion potential to the GS-8 level. Complete salary tables that include locality payments are available at http://www.opm.gov/oca/payrates/index.htm

Benefits

You will be eligible to participate in a retirement program, thrift savings plan, health benefits for individuals or families, life insurance, long term care insurance and flexible spending accounts. There are 10 paid federal holidays per year and new employees earn 13 vacation days per year. All employees earn 13 sick days per year with no carryover limit. The government offers subsidized transportation, and much more. For a detailed description of all the benefits see our handout.


The Social Security Administration is an Equal Opportunity Employer.