[Hiring] Veterans Claims Examiner (Education Case Manager) @Muskogee Regional Benefit Office

Role Description

This is a remote position. Salary will vary based on your geographic location. Please visit the OPM Salary website to view the salary for your location.

The Education Case Manager (ECM) in the Education Call Center Division of the Muskogee Regional Processing Office (RPO) processes and authorizes education awards involving difficult issues that result from all sources. The ECM advises education claimants and their representatives through phone contacts, and written correspondence (letters and/or email) of the benefits, rights, and privileges they are entitled to under the laws administered by VA. The claims adjudicated by an ECM are some of the most difficult and complex awarded or disallowed records in the RPO. The ECM must possess the highest technical and communication skills to effectively carry out the duties of this position. The ECM is usually the education claimant's last resort for resolving the perceived problem or situation.

• Authorizes and processes education awards for basic eligibility and entitlement for education claimants under Chapter 30, 32, and 35 of Title 38, as well as Chapter 1606 of Title 10 and Section 903 of Public Law 96-342.
• Provides analysis of education program issues to Veterans, dependents, school officials, and other interested parties relative to their rights and benefits, submission of evidence, disposition of claims, and all subsequent actions.
• Applies knowledge of relevant federal and state laws and common law principles, where applicable, concerning domestic relations issues, in order to make proper dependency determinations.
• Adjudicates, authorizes, and/or advises Veteran Claims Examiners (VCE) on all awards, including especially complex issues.
• Prepares correspondence concerning decisions made within the Education Division and reviews correspondence prepared by VCEs and releases the correspondence when applicable to Veterans, their dependents, accredited service organizations, school officials, and other government agencies.
• Prepares Statements of the Case on authorization appeals, and potential fraud where applicable.
• Works with appellants and representatives to focus issues and resolve disputes.
• Makes determinations on appeal cases as to whether reconsideration of the claim is necessary and assembles all necessary supplemental or new evidence and data in connection with review of appeal cases for submission to Board of Veterans Appeals.
• Provides specialized instruction and guidance to other VCEs when required on difficult call inquiries.
• Provides and assists with instruction to trainees during on-the-job training on the use of phone equipment, customer service handbook, and intranet/internet resources.
• Identifies developmental and training needs and keeps supervisors apprised of employee progress.
• Monitors and analyzes the quality of contacts with the public, including telephone calls, and e-mail.
• Handles the more difficult, complaint, and/or escalated calls that are transferred from VCEs to effectively manage irate or unhappy callers in such a way as to reflect well on the station and VA.
• Exercises an extremely high degree of independence in information dissemination for handling such things as escalated calls, finance payment procedures, check tracers, hardship cases, etc.
• Provides refresher training to other ECC employees or assists in the development of trainees during on-the-job training portion of new hire training.
• Acts as advocate for Veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.
• Performs other related duties as assigned.

Qualifications

• Applicants must meet all requirements by the closing date of this announcement: 07/20/2026.
• TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements.
• For a GS-10 position you must have served 52 weeks at the GS-09 level.
• MINIMUM QUALIFICATION REQUIREMENT: Applicants must have one (1) year of specialized experience equivalent to at least the GS-09 grade level or higher in the normal line of progression for the occupation in the organization.
• Education Substitution: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two and a half (2.5) years of progressively higher-level graduate education leading to a Ph.D., LL.M. or equivalent doctoral degree.
• Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level, the two can be combined to total 100% of the requirement.
• 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.

Requirements

• Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications.
• All education claimed by applicants will be verified upon appointment.
• If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.

Benefits

• Full-time employment is considered to be at least 35 hours per week.
• Part-time experience will be credited on a pro-rated basis.

Company Description

The work is mostly sedentary. The work involves mental rather than physical exertion. Work requires lengthy periods viewing video display terminals and extensive use of computer keyboarding.