Contact Representative

Summary

This is an Indian Preference position. You will serve as a Contact Representative GS-0962-5/6/7 at the Bureau of Trust Funds Administration, BTFA Trust Operations - Field Group in Albuquerque, NM. There are 6 Vacancies available. Salary Range Information (Per Annum): GS-05: $41,178-$53,531 GS-06: $45,901-$59,671 GS-07: $51,007-$66,311

Duties

• 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).

Qualifications

All qualifications must be met by the closing date of this announcement-09/30/2026-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-0962-05: 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-0962-06: 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-0962-07: 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.

Requirements

Must be a U.S. Citizen or National. Appointment subject to background investigation and favorable adjudication. Males born after 12-31-59 must be registered for Selective Service. Direct Deposit participation required. Successfully pass the E-Verify employment verification check. To learn more, visit www.dhs.gov/EVerify/. Must have and maintain a valid driver's 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 service. In 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 individual's employment should continue and that their appointment should be finalized. In 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.

Education

You must submit a copy of your transcript(s) to support claimed education if substituting education for experience. Transcripts must include your name, school name, grades, credit hours earned, major(s), grade point average or class ranking, and date the degree was conferred, if applicable. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not qualified for the position. Unofficial transcripts are acceptable, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work. Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. Recognition of Foreign Qualifications | U.S. Department of Education. https://www.ed.gov/about/initiatives/international-affairs/recognition-of-foreign-qualification

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the 09/30/2026--unless otherwise stated in this vacancy announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. To PREVIEW the application questionnaire, select the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13031387 Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status, visit https://help.usajobs.gov/how-to/application/status. Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies within the same occupational series, grade, full performance level and in the same geographic location(s), including within the same metro/commuting area. Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration.