Contact Representative

Position Overview
This position helps people understand and manage their financial trust accounts. You will be part of a team that provides clear information answers questions and helps individuals access the money or records they need. Much of your day will involve talking with beneficiaries listening closely to their concerns and guiding them through steps or forms with patience and care.

You will review and process financial documents to make sure records are complete and accurate. This includes checking information entering updates and helping fix errors when they appear. You will also keep trust account files organized and protected so they remain complete and easy to use over time.

A key part of this job is working with others. You will regularly connect with Tribal offices federal staff and local partners to share information solve problems and support beneficiaries. You may help gather records prepare requests and assist with outreach activities in the community.

This work is important because it supports the long-term financial wellbeing of Tribal Nations and individual account holders. Whether you join at an entry level or at the full performance level you will receive training and support to learn the processes tools and systems needed to grow in this role.

Some of the major duties you will perform include but are not limited to the following:

• Answers telephone calls greeting visitors and directing them appropriately.
• Conducts interviews to determine nature of the request and responds to questions from internal and external stakeholders.
• Researches and takes the necessary action to respond to routine inquiries and problems in a professional and satisfactory manner.
• Documents and tracks beneficiary contacts in a BTFA provided system.
• Assists with compiling posting and disseminating outreach announcements and documents to educate beneficiaries.
• Provides guidance to beneficiaries seeking support in the completion of standard forms for the purpose of submitting claims for trust fund disbursements.
• Explains policy procedures and processes to prepare forms and documents to support beneficiaries access to their tribal and Individual Indian Money (IIM) accounts.
• Research federal state or tribal laws regulations policies and procedures to evaluate eligibility of benefits.

Duties will be developmental in nature when filled below the full performance level.

Bargaining Unit Status: This position is covered by a Collective Bargaining Agreement. Applicants selected for this job will receive information about their bargaining unit rights during onboarding.

INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (25 USC 5116 (reclassified from 472)). Verification Form BIA 4432 must be submitted with the application if claiming Indian Preference. Indian preference eligibles may be appointed under the Excepted Service Appointment Authority Schedule A 213.3112(A)(7).

• Must be a U.S. Citizen or National.
• Appointment subject to background investigation and favorable adjudication.
• Males born aftermust be registered for Selective Service.
• Direct Deposit participation required.
• Successfully pass the E-Verify employment verification check. To learn more visit have and maintain a valid drivers license throughout employment.
• You are required to complete training obtain and maintain a government credit card with travel and purchase authority.

As a condition of employment for accepting this position you will be required to serve a 1-year probationary period during which your fitness and whether your continued employment advances the public interest will be evaluated.

Individuals appointed under Indian Preference in the excepted service (Schedule A 5 CFR 213.3112(a)(7)) generally serve a two-year trial period (one year if veteran preference eligible).

This probationary period is an extension of the appointment process and therefore requires the agency to determine if continued employment would advance the public interest meet the organization goals and mission of the agency and/or otherwise promote the efficiency of the determining if your employment advances the public interest the agency will 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.

Under applicable law the employment of an individual serving a probationary or trial period automatically terminates when that period ends unless the agency affirmatively certifies in writing that the individuals employment should continue and that their appointment should be the absence of agency action to affirmatively certify continued employment beyond the probationary or trial period such appointments are terminated.

Upon completion of your probationary period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

All qualifications must be met by the closing date of this announcement-10/05/2026-unless otherwise stated in this vacancy announcement.

To receive credit for experience your resume MUST state either full-time (or 40 hours a week) or part-time with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience. For periods of time that reflect military service the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected.

Minimum Qualification Requirements: To qualify for this position you must meet the minimum qualifications at the grade level to which you are applying:

1. Minimum Qualification GS:
A. Experience: You must possess at least one full year of specialized experience equivalent to the GS-04 level in the Federal service (obtained in either the public or private sectors). Specialized experience is defined as demonstrated experience: (1) Assisting in the preparation of financial documents and account transactions using standardized procedures; (2) Analyzing financial documents for accuracy and completeness; (3) Entering and reviewing account holder information in an automated financial/accounting system; and (4) Comparing financial document balances with related data to identify discrepancies. You must include hours per week worked. -OR-
B. Education: Successful completion of at least four years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business secretarial or technical school junior college college or university. (One year of full-time academic study is defined as 30 semester hours 45 quarter hours or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business secretarial or technical school.) You must include transcripts. -OR-
C. Combination of education and experience. To combine education and experience first take the number of credits in excess of the first 60 semester hours and divide that number by 120 to come up with a percentage (120 total semester hours is the standard used for an Undergraduate degree). Then take the number of months of full-time experience and divide by 12 months. Add the percentages together. The total must equal at least 100 percent to qualify. You must include hours per week and transcripts.

-OR-
2. Minimum Qualification GS:
A. Experience: You must possess at least one full year of specialized experience equivalent to the GS-05 level in the Federal service (obtained in either the public or private sectors). Specialized experience is defined as demonstrated experience: (1) Assisting Researching financial account information to identify discrepancies determine causes of errors and assist with reconciliation and recommending corrections; (2) Recognizing and applying appropriate procedures practices and policies to a variety of financial transactions account codes and disbursements; (3) Responding to beneficiary inquiries and answering questions related to financial/account services; and (4) Classifying and coding financial transactions for input into automated financial/accounting systems.. You must include hours per week worked.
B. Education: There is no substitution of education in lieu of experience at this grade level.

-OR-
3. Minimum Qualification GS:
A. Specialized Experience Requirement: You must possess at least one full year of specialized experience equivalent to the GS-06 level in the Federal service (obtained in either the public or private sectors). Specialized experience is defined as demonstrated experience: (1) Experience examining verifying and maintaining accounts and accounting data; (2) Experience applying a variety of complex accounting procedures practices policies and standardized bookkeeping practices to prepare financial account documents; (3) Experience reconciling accounts determining adjustments and reconciling errors and account disbursements; and (4) Experience resolving complex transactions in an automated financial and accounting system.. You must include hours per week worked.
B. Education: There is no substitution of education in lieu of experience at this grade level.

Volunteer Experience: Experience refers to paid and unpaid experience including volunteer work done through National Service programs (e.g. Peace Corps AmeriCorps) and other organizations (e.g. professional; philanthropic; religious; spiritual; community student social). Volunteer work helps build critical competencies knowledge and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience including volunteer experience.