Contact Representative

The Primary purpose of this position is to respond to questions and resolve basic issues pertaining to Income Verification (IV) process; provide eligibility and benefits information; provide guidance on completing a financial assessment and other related services to Veterans, their family members and/or representatives, the public, and VA employees. This position is located within the Member Services, Health Eligibility Center and Income Verification Division (IVD) in Smyrna, GA.

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties Receive telephone calls from and respond to Veterans, their families, and/or legal representatives concerning income verification case inquiries. Make follow-up calls to financial institutions and companies to provide requested information. Make calls to Veterans to solicit information germane to their IV cases when requested by Legal Administrative Specialist (LAS or Contact Representative (CR), commonly known as Case Managers (CM). Determine appropriate action in resolving issue(s) through in-depth research, interpretation and analysis of Enrollment data base (EDB) information and information contained within Enrollment System (ES). Explain process of submitting forms and evidence/documentation that is required. Refer and/or escalate inquiries, requiring adjudication and case-specific analysis or decision. Serve as a mentor and aid in training entry level representatives. Perform other duties as assigned. Work Schedule: Full-time, 40 hours per week- Monday through Friday-8-hour shifts between 6:00AM - 5:30PM Telework: This position may be authorized for Telework - as determined by the agency policy. (Ad-hoc telework). Telework eligibility will be discussed during the interview process. Financial Disclosure Report: Not required

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is primarily performed while sitting, with occasional standing, walking, bending, or carrying light objects such as papers, books, supplies, etc. is required. No special physical demands are required to perform the work. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) - See "Required Documents" below for details. As a condition of employment for accepting this position, you will 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.