Veterans Claims Examiner

Overview

This position is in the Education Call Center Division within the Department of Veterans Affairs, Regional Processing Office in Muskogee, OK. Employees review education awards to ensure proper payment, eligibility, and entitlement regulations and laws have been applied in processing the education award. Additionally, employees advise education claimants and their representatives via telephone of their benefits, rights, and privileges which they are entitled to under the law administered by VA.

Major Duties

Assists individuals in developing needed evidence, preparing required documentation, and resolving errors and/or delays in obtaining benefits. Explains the types of documents necessary to facilitate timely processing of claims and assists in obtaining and completing such documents and forms in accordance with the type of claim being submitted. Responsible for counseling veterans, their dependents and beneficiaries via telephone in a high-volume call center regarding the full range of education benefits through the Department of Veterans Affairs. The incumbent explores all avenues of assistance available to veterans, beneficiaries, and dependents and takes initiative to encourage individuals to fully utilize these benefits. Researches issue(s) to include direct contact with RO of jurisdiction if warranted, or in course of research, with other Federal or state agencies as necessary. Explains decisions and reasons for decisions made by the VA and communicates verbally this information to the claimant. Informs individuals of their right to appeal decisions and explains the appeal process. Provides advice, expertise and problem-solving assistance to claimants who call the National Education Call Center using discretion and tact when communicating negative or stressful information. Exhibits the ability to complete the contact independently and refer few calls to a higher level. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. The full performance level of this position is grade GS-9. Work Schedule: 8:00am-4:30pm CST during training, then 10:00am-6:30pm CST after training is complete. Virtual: This is a virtual position. Position Description/PD#: Veterans Claims Examiner;PD37923A Physical Requirements: The work is sedentary. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Bargaining Unit: No

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/02/2026. The Office of Personnel Management's (OPM's) group qualification standards covering white collar occupations in the Federal competitive service can be found: Here General Experience: To qualify for this GS-05 grade level: General Experience: Applicants must have three years of progressively responsible experience, one year of which was equivalent to at least GS-4. General experience is defined as experience that demonstrates the ability to: 1. Analyze problems to identify significant factors, gather pertinent data, and recognize solutions; 2. Plan and organize work; and 3. Communicate effectively orally and in writing. OR Education: Applicants may substitute education for experience at grade GS-05. Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: 4 year course of study leading to a bachelor's degree OR Combination of education and general experience to qualify at the (GS-05) level: If you have some, but not all, of the education AND general experience as described above, you may still qualify by combining the amount of creditable education and experience that you do have. To do so, first calculate the percentage of qualifying education you have as a percentage of the education required. Next, calculate the percentage of general experience you have as a percentage of the experience required. Then, add the two percentages. The total percentage must equal at least 100% for you to qualify for the position at the grade GS-5 level. Note: 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 you document, to include volunteer experience.

Education

An unofficial or official copy of your transcripts must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education: http://ope.ed.gov/accreditation/ If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | U.S. Department of Education

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 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.