[Hiring] Supervisory Veterans Service Representative @San Juan Regional Benefit Office

Role Description

The Supervisory Veterans Service Representative (Assistant Coach) serves as the primary support to the Coach, taking on all duties in the Coach's absence or sharing these responsibilities on a daily basis. This includes ensuring continuity of team supervision. The position functions as the assistant supervisor for one of the teams within the Veterans Service Center at the Regional Office.

Responsibilities include:

• Performs the duties of the Team Coach in his/her absence and shares those responsibilities on a daily basis.
• Ensures that the team's quality and timeliness of service meet performance indicator goals.
• Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes.
• Gathers, interprets, and recommends appropriate action based on a wide range of data addressing service concerns.
• Analyzes and interprets laws, rules, and regulations and their effect on the establishment of new policies, procedures, and/or methods of operation.
• Monitors leave balances, approves/denies leave, and certifies timecards.
• Runs production and workload reports.
• Communicates with senior management.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 11/17/2026.
• TIME-IN-GRADE REQUIREMENT: As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.
• For a GS-12 position you must have served 52 weeks at the GS-11 level.
• Specialized Experience: You must have at least one (1) year of specialized experience equivalent to the GS-11 grade level in the Federal Service.
• Experience may have been gained as a VSR Authorizer, RVSR, AQRS, or DRO.
• Examples of specialized experience would typically include:
  • Quality assurance or auditor functions related to claims processing and benefit determination;
  • Adjudication and authorization of compensation, pension, and claims;
  • Determination to reconsider claims appeal cases and preparation/presentation of such cases.

Requirements

• Current, permanent employees of the MST Division or CTAP eligible.
• There is no educational substitution for this grade level.
• Experience refers to paid and unpaid experience, including volunteer work done through National Service programs.
• Full-time employment is considered to be at least 35 hours per week.
• The work normally involves mental rather than physical exertion. The work is mostly sedentary; however, there may be some walking, standing, and carrying of light items.

Benefits

• Promotion Potential: None, the position is at the full performance level, GS-12.
• Work Schedule: Full time, Monday through Friday, 8:00 a.m. to 4:30 p.m.
• Compressed/Flexible: Available.
• Telework: Not Applicable. This is a remote position.
• Relocation/Recruitment Incentives: Not Authorized.
• Financial Disclosure Report: Not required.
• Bargaining Unit: No.