[Hiring] Lead Insurance Specialist @Philadelphia VBA Regional Office

Role Description

This announcement is being limited to the first 100 applications received. The announcement will close either on the published closing date at 11:59 p.m. Eastern Standard Time (EST) or on the day when the number of applications reaches 100 at 11:59 p.m. (EST), whichever comes first.

• Monitors work progress, balances workload and makes adjustments to ensure effective team performance within the Insurance Call Center.
• Provides input for performance ratings and award nominations based on observation and review of work accomplished by the team.
• Responds to inquiries varying in complexity and counsels callers on topics including:
  • Dividends
  • Premiums
  • Non-medical and medical underwriting issues
  • Matured endowments
  • Cash surrenders
  • Loans
  • Death claim processing
  • Tax issues relating to insurance benefits
• Solves work problems and assists the team and/or individual members in identifying the boundaries of a viable solution.
• Mentors team employees, addresses individual learning needs, and effectively offers feedback to identify and correct deficient areas.
• Provides or arranges technical training necessary for the accomplishment of individual and team tasks.
• Advises the Supervisory Insurance Specialists and Section Chiefs on the daily operations of the teams.
• Reports operational problems, including but not limited to attendance and behavioral problems, and needs that impact the Division's ability to achieve established goals and objectives.
• Relays to the Supervisory Staff the most cost-effective use of resources in order to accomplish assigned goals and objectives by preparing reports and maintaining records of work.
• Assists Management with meeting quality and timeliness service performance indicator goals.
• Researches and interprets regulations governing life insurance policies to reply to inquiries from policyholders on the VA administered insurance programs.
• Makes all servicing and maintenance actions in responding to requests or inquiries from policyholders or their authorized representatives, including:
  • Posting premiums
  • Loan and dividend payments
  • Refunds

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 10/12/2026.
• TIME-IN-GRADE REQUIREMENT: As a current/former Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.
• For a GS-11 position you must have served 52 weeks at the GS-09 level.
• Specialized Experience:
  • Communicating the complex series of laws, regulations and Federal legislation pertaining to the full range of Veterans' benefits.
  • Responsibility for examination, investigation or authorization of claims under programs such as life or health insurance, pension plan, disability retirement, income maintenance or other related programs.
• Education: Applicants may substitute education for the experience required for the GS-11 level. Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related.
• Combination of Specialized Experience and Education: Applicants may also combine education and experience to qualify at the GS-11 level.
• Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs.

Requirements

• Full-time employment is considered to be at least 35 hours per week.
• Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.
• Physical Requirements: The work is mostly sedentary. The employee will be required to talk for long periods of time which occasionally puts a strain on the throat/vocal cords.
• Extensive use of a computer and a telephone with a headset is required.

Benefits

• Work Schedule: Full time, Monday through Friday
• Compressed/Flexible: Available (8:00am - 5:30pm)
• Virtual: This is a remote position
• Relocation/Recruitment Incentives: Not Authorized
• Financial Disclosure Report: Not Required