Contact Representative

Position Overview
This position helps people understand and manage their financial trust accounts. You will be part of a team that provides clear information answers questions and helps individuals access the money or records they need. Much of your day will involve talking with beneficiaries listening closely to their concerns and guiding them through steps or forms with patience and care.

You will review and process financial documents to make sure records are complete and accurate. This includes checking information entering updates and helping fix errors when they appear. You will also keep trust account files organized and protected so they remain complete and easy to use over time.

A key part of this job is working with others. You will regularly connect with Tribal offices federal staff and local partners to share information solve problems and support beneficiaries. You may help gather records prepare requests and assist with outreach activities in the community.

This work is important because it supports the long-term financial wellbeing of Tribal Nations and individual account holders. Whether you join at an entry level or at the full performance level you will receive training and support to learn the processes tools and systems needed to grow in this role.

Some of the major duties you will perform include but are not limited to the following:

• Support beneficiaries by answering questions and gathering information. You will listen to concerns identify what is needed research account details and provide clear explanations that help people understand their trust accounts.
• Process trust fund transactions with care and accuracy. This includes reviewing financial documents checking information entering updates and taking steps to correct errors when they appear.
• Maintain organized and complete trust account records. You will create update and safeguard files; record account activity; and ensure records follow privacy and information-protection requirements.
• Review and verify account activity. You will compare balances look into past and current information identify issues and help ensure deposits and payments are recorded correctly.
• Help beneficiaries complete forms and access their account information. You will guide them through required steps explain processes in everyday language and offer support when forms or procedures feel unfamiliar.
• Work closely with Tribal Federal State Municipal and local partners. You will share information resolve issues coordinate services and participate in outreach efforts that support beneficiaries and Tribal communities.
• Prepare and manage record requests. You will help gather records submit retrieval requests to the American Indian Records Repository and complete transfer forms so records remain preserved and accessible.

Duties will be developmental in nature when filled below the full performance level.

Bargaining Unit Status
This position is covered by a Collective Bargaining Agreement. Applicants selected for this job will receive information about their bargaining unit rights during onboarding.

Mission Connection
This work directly supports the Bureau of Trust Funds Administrations commitment to provide trustworthy accurate and timely financial services to Tribal Nations and individual account holders. By helping beneficiaries understand their accounts keeping records organized and maintaining high standards of financial stewardship you play an important role in upholding the Federal trust responsibility and supporting Tribal sovereignty and long-term financial wellbeing.

You will be assessed in the following competencies (knowledge skills abilities and other characteristics) for more details see How You Will Be Evaluated section:

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

• Must be a U.S. Citizen or National.
• Appointment subject to background investigation and favorable adjudication.
• Males born aftermust be registered for Selective Service.
• Direct Deposit participation required.
• Successfully pass the E-Verify employment verification check. To learn more visit have and maintain a valid drivers license throughout employment.
• You cannot hold an active real estate license and you are prohibited from having any financial interest or owning stock in companies that have holdings or business interests involving federal lands.

As a condition of employment for accepting this position you will be required to serve a one-year probationary period or a two-year trial period (depending on selection eligibility) during which your fitness and whether your continued employment advances the public interest will be evaluated.

Individuals appointed under Indian Preference in the excepted service (Schedule A 5 CFR 213.3112(a)(7)) generally serve a two-year trial period (one year if veteran preference eligible).


This probationary or trial period is an extension of the appointment process and therefore requires the agency to determine if continued employment would advance the public interest meet the organization goals and mission of the agency and/or otherwise promote the efficiency of the determining if your employment advances the public interest the agency will 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.

Under applicable law the employment of an individual serving a probationary or trial period automatically terminates when that period ends unless the agency affirmatively certifies in writing that the individuals employment should continue and that their appointment should be the absence of agency action to affirmatively certify continued employment beyond the probationary or trial period such appointments are terminated.

Upon completion of your probationary or trial period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

You must show that you meet the minimum qualification requirements and your resume and application must clearly support your answers. We will not make assumptions about your experience. All qualifications must be met by the closing date of this announcement - 10/05/2026.

To receive credit for experience your resume MUST state either full-time (or 40 hours a week) or part-time with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience. For periods of time that reflect military service the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected.

MINIMUM QUALIFICATIONS FOR THE GS-05 CONTACT REPRESENTATIVE

SPECIALIZED EXPERIENCE: In order to qualify for the GS-05 Contact Representative using specialized experience you must possess at least one full year of experience comparable to the GS-04 level or equivalent performing all of the following duties:

• Assisting with preparing financial documents and account transactions using standardized procedures.
• Analyzing financial documents for accuracy and completeness.
• Entering and reviewing account holder information in an automated financial/accounting system.
• Comparing financial document balances with related data to identify discrepancies.

OR

EDUCATION SUBSTITUTION: In order to qualify for the GS-05 Contact Representative using education as a substitution for experience you must have successfully completed four full academic years of study beyond high school in any field. These four years may be completed at an accredited college or university or at an accredited business secretarial technical school or junior college as long as the program is equivalent to four full academic years of post-high-school study.

For qualification purposes one year of full-time study is defined as 30 semester hours 45 quarter hours or at least 20 hours of classroom instruction per week for approximately 36 weeks at an accredited business secretarial or technical school. Programs at business secretarial or technical schools qualify only when the curriculum includes the equivalent of four full academic years of study. You must submit official transcripts to receive credit for education.

OR

COMBINATION OF EDUCATION AND EXPERIENCE: In order to qualify for the GS-05 Contact Representative using this method you must have an equivalent combination of specialized experience and education as described above that when combined equals 100% of the total requirement. Only education in excess of the first 60 semester hours (i.e. beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. You must submit a copy of official transcripts in order to qualify.

MINIMUM QUALIFICATIONS FOR THE GS-06 CONTACT REPRESENTATIVE

SPECIALIZED EXPERIENCE: In order to qualify for the GS-06 Contact Representative using specialized experience you must possess at least one full year of experience comparable to the GS-05 level or equivalent performing all of the following duties:

• Researching financial account information to identify discrepancies determine causes of errors and assist with reconciliation and recommending corrections.
• Recognizing and applying the correct procedures practices and policies to a wide range of financial transactions account code assignments and disbursements.
• Responding to beneficiary inquiries and answering questions related to financial/account services.
• Classifying and coding financial transactions for input into automated financial/accounting systems.

No education substitution is available at this grade.

MINIMUM QUALIFICATIONS FOR THE GS-07 CONTACT REPRESENTATIVE

SPECIALIZED EXPERIENCE: In order to qualify for the GS-07 Contact Representative using specialized experience you must possess at least one full year of experience comparable to the GS-06 level or equivalent performing all of the following duties:

• Examining verifying and maintaining accounts and accounting data.
• Applying a variety of complex accounting procedures practices policies and standardized bookkeeping practices to prepare financial account documents.
• Reconciling accounts determining adjustments and reconciling errors and account disbursements.
• Resolving complex transactions in an automated financial and accounting system.

No education substitution is available at this grade.

OTHER:

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; religious; 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.

POSITION DETAILS:

Physical Demands:The work is primarily sedentary with some carrying of IT equipment computer reports boxes and ledgers.

Work Environment:The work is usually performed in an office setting involving everyday risks or discomforts. The position may require you to travel to remote locations by airlines or motor vehicle. While on travel you may be exposed to inclement weather varying temperatures and prolonged driving with limited access to rest facilities. While performing outreach or public relations duties work may be performed outside under a variety of weather conditions.