Legal Administrative Specialist (Contact Representation)

Overview

The Veterans Benefits Administration (VBA) National Contact Center (NCC) leverages a remote workspace to answer inbound telephone calls from more than eight million individual Veterans per year. NCC personnel provide telephone assistance to Veterans, their dependents, and survivors with information, advice, and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies.

Major Duties

This position is within the Veterans Benefit Administration, San Juan Regional Office - National Call Center. The employee serves as the quality review and training coordinator for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training. Typical duties include, but are not limited to: Responsible for performing quality reviews for individual Public Contact Representatives (PCR) in accordance with established monthly schedule. Tracks and analyzes all silent monitoring (phone) and Ask VA quality exceptions for the station, discussing identified trends with management. Reviews products and activities for quality of performance and enters results into Verint and Ask VA checklists. Returns any completed work related to phone calls to the originating PCR for correction. Interacts with supervisory personnel through discussion of individual phone calls and Ask VA responses that have been reviewed; explaining rationale and provides citation to support error call. Utilizes Benefits Assistance Services quality client services review results and identified trends to recommend training for PCRs. Collaborates with training coordinator in preparing and conducting formal training, including training for newly hired personnel. Provides assessments to first line supervisors regarding strength and weaknesses observed in PCRs and identifies ways for improvement. Performs in depth research, analyzes operating contingencies and special situations, including review of exiting procedures and directive to detect contradictory instructions and deficiencies; recommending corrective action. Ensures all program requirements imposed by Benefits Assistance Service, Compensation Service and Pension Service are met and implemented. Conducts quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed. Work Schedule: Full time, varied work schedule to provide contact center coverage Monday through Friday, 8 a.m. to 9 p.m. Eastern Standard Time (EST). Tour will be determined after final selections. Tour is subject to change based on program needs. Compressed/Flexible: Not available Telework: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence). The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. Successful candidates should expect to work Monday through Friday as part of a distributed team that services 40,000 or more callers each day between the hours of 8 a.m. to 9 p.m. Eastern Standard Time (EST). How You'll Work: The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a laptop computer, camera, docking station, monitor screens and headset. A secure VPN will be used to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned. Position Description/PD#: Legal Administrative Specialist (Contact Representation) GS-11: 37371A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: Yes Salary: The salary range indicated in this announcement reflects the 2026 "Rest of US" Pay table. The actual salary range will be based on the applicable locality pay for the actual duty location. View the OPM 2026 Locality Pay Tables for more information.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:05/27/2026. 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-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience and/or education as described below: GS-11 Grade Level: Specialized Experience: You must have at least one year of specialized experience equivalent to the GS-09 grade level in the Federal Service performing the following duties: (1) Counseling customers and/or veterans, their dependents, and their beneficiaries regarding their benefits; (2) Serving as a liaison between government personnel (inside and outside the organization), analyzing submitted claims and initiating action to obtain all required evidence to support the claim. OR, Education Substitution: You may substitute education for the required experience. To qualify based on education you must have: A 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. (Must submit transcripts). OR, Combination: You may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond master's or equivalent graduate degree that when combined, equal 100% of the total requirement. NOTE: Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11. Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. 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; religions; 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. Full vs. Part-Time Employment: 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 normally involves mental rather than physical exertion. The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, and other training material. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. 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. Note: You may submit unofficial transcripts when applying. However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date.

As a condition of employment for accepting this position, you may 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 period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial period 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 I-9 Acceptable Documents. Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.