Veterans Service Representative

Duties

Duties include, but are not limited to:

Performing individual quality reviews to determine the authorization quality level of individual VSRs for purposes of individual performance standards in accordance with an established monthly schedule.
Conducting focused "in-process reviews" for cases to determine the accuracy of claims action taken. (Such reviews are for station-level feedback and improvement only, not used for individual performance standard purposes.)
Responsible for sharing authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions.
Evaluating and identifying deficiencies of all elements of a claim from evidence development, income and dependency issues, to award processing and authorization. Provides an explanation of errors and includes comments where attention is warranted.
Prepares STAR data reports and provides to personnel in the regional office who are authorized to request and receive such reports.
Developing various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
Ensuring all program requirements imposed by Compensation Service and/or the Pension and Fiduciary Service and the Court of Appeals for Veterans Claims are met or implemented.
Work Schedule: Full Time, M-F 8:00am - 4:30pm
Compressed/Flexible: No
Telework: This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position.
Virtual: This is not a virtual position
Position Description Title/PD#: Veterans Service Representative (Authorization Quality Review Specialist); PD37136A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required
Bargaining Unit: Yes

Requirements

Conditions of employment
As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

your performance and conduct;
the needs and interests of the agency;
whether your continued employment would advance organizational goals of the agency or the Government; and
whether your continued employment would advance the efficiency of the Federal service.
Upon completion of your probationary or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Additional Conditions of Employment are as follows:
You must be a U.S. Citizen to apply for this job
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary or trial period
Subject to background/security investigation
Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.
Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
Incumbent must be willing to report to the duty station indicated for this position

Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 09/11/2026.

Time-In-Grade: Applicants who are current federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements.

For a GS-12 position you must have served 52 weeks at or above the GS-11 grade level.
To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information.

GRADE REQUIREMENT: To receive CTAP selection priority, your grade level upon Reduction in Force must be at least 12.

Minimum Qualifications: You must also qualify based on your experience and as described below:

To qualify at the GS-12 grade level:

Specialized Experience: One (1) year (52 weeks) of Specialized Experience equivalent to at least the next lower grade level (GS-11). Examples of qualifying specialized experience include:
Conducting focused evaluations and reviews to determine authorization quality and accuracy,
Providing advisory services to management via preparation and presentation of quality trend information,
Developing training strategies and materials to address deficiencies and/or conducting training activities,
Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps,
Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance.