Launch Your Career: Become a Contact Representative with DFAS in Rome, New York

Are you searching for a stable, meaningful career where your daily work directly supports the brave men and women who defend our country? The Defense Finance and Accounting Service (DFAS) is currently hiring Contact Representatives for its Customer Care Center in Rome, New York. This role is a fantastic opportunity to enter the federal workforce, gain specialized financial experience, and provide essential services in a high-impact environment.

Job Responsibilities

As a Contact Representative, you are the face of the organization. You will interact with customers daily, responding to inbound inquiries about pay entitlements, invoice payments, and account status updates. The core functions include:

Providing Expert Assistance: Handling high-volume phone calls with courtesy and professionalism.
Researching Financial Records: Utilizing complex automated databases to find information, resolve discrepancies, and explain policies to customers.
Resolving Complex Issues: Acting as an advocate for customers to ensure their pay and entitlements are processed accurately and efficiently.
Managing Stress: Navigating sensitive content and urgent financial matters in a fast-paced, high-pressure environment.

Requirements

To be considered for this position, applicants must demonstrate they possess the necessary experience or education. The role is open to the public at the GS-04 through GS-06 levels.

Level	Experience/Education Required
GS-04	1 year generalized clerical/office experience or 2 years college education.
GS-05	1 year specialized experience in customer service/research or 4 years college education.
GS-06	1 year specialized experience applying financial regulations and policy.

Salary and Benefits

This position offers a competitive salary range of $37,193 to $59,031 per year, depending on grade level and experience. Beyond the paycheck, federal employment includes:

Health and Wellness: Access to the Federal Employees Health Benefits (FEHB) program.
Retirement Security: Eligibility for the Federal Employees Retirement System (FERS) and the Thrift Savings Plan (TSP).
Work-Life Balance: Generous annual leave, sick leave, and paid federal holidays.
Growth Potential: Opportunities for internal career mobility and specialized training.

Application Tips

Focus on Accomplishments: Use your resume to show how you solved customer issues, not just that you took calls.
Preparation is Key: Do not underestimate the USA Hire Assessment. Treat it with the same seriousness as a formal interview.
Follow Directions: The federal hiring process is strict. Ensure your resume follows the two-page maximum rule and that you answer all questionnaire items honestly.

If you are a detail-oriented professional with a passion for customer service, a career as a Contact Representative with DFAS offers both stability and a sense of purpose. Apply today to help us continue the DFAS mission of serving those who defend America.

Why This Contact Representative (Call Center) Job Matters

Launch a rewarding federal career supporting the men and women who defend our nation at the Defense Finance and Accounting Service (DFAS) in Rome, New York.

Contact Representative (Call Center) Job Overview

The DFAS Customer Care Center is seeking dedicated, goal-oriented individuals to join our team as Contact Representatives. In this role, you will serve as a vital link between the Department of Defense and its personnel, providing professional, accurate, and empathetic service regarding complex pay and financial entitlements. This is an exceptional opportunity to develop professional skills in a high-impact environment while contributing to the financial readiness of our armed forces.

Requirements for Contact Representative (Call Center)

U.S. citizenship is required.
Must meet specialized experience requirements for the specific grade level (GS-04, GS-05, or GS-06).
Must pass a background investigation for a noncritical-sensitive position.
Must be registered with the Selective Service if applicable.
Submission of a two-page maximum resume is mandatory.
Must complete the USA Hire assessment series with a passing score.

Preferred Qualifications for Contact Representative (Call Center)

Experience in high-volume customer service call centers.
Proficiency in researching financial regulations and applying complex policies.
Strong technical skills in navigating automated databases and accounting systems.
Proven ability to maintain professionalism while handling sensitive and high-stress inquiries.
Demonstrated problem-solving abilities within a financial or regulatory environment.

Federal Benefits & Perks

✓Competitive federal salary with step-increase potential.
✓Comprehensive federal health insurance options.
✓Life insurance and retirement programs, including the Thrift Savings Plan (TSP).
✓Generous paid vacation, sick leave, and federal holidays.
✓Opportunities for professional training and development.
✓Stable long-term federal career path.

💡 How to Apply Contact Representative (Call Center) Job & Insider Tips

Application Steps for Contact Representative (Call Center) Job

Review the full announcement on the USAJobs website to understand all requirements.
Prepare your two-page federal resume highlighting relevant experience.
Complete the online application and mandatory assessment questionnaires.
Submit all required documentation, including transcripts if using education for qualification.
Follow instructions to complete the required USA Hire assessments within the specified timeframe.
Monitor your application status through your USAJobs account dashboard.

💡 General Tips

Ensure your resume is no longer than two pages to meet submission criteria.
Use the USA Hire Applicant Resource Center to practice before your assessment.
Set aside at least three hours of uninterrupted time to complete the required assessments.
Double-check that all uploaded documents are legible and clearly labeled.
Tailor your resume to reflect the specific experience defined in the 'Specialized Experience' section.

Frequently Asked Questions

Is telework available for this position?

Telework is limited and only provided on a rare, case-by-case basis when agency leadership determines it serves a compelling Department of Defense need.

Are official transcripts required during the application process?

You must submit transcripts if your education is the basis for your qualifications. While they may be verified later, it is best practice to include them to ensure your qualifications are fully documented.

What happens if I don't pass the USA Hire assessment?

Applicants must meet or exceed the established cut score to be considered. Failure to meet this requirement or to complete the assessment will result in removal from the hiring process.

What is the security clearance for this role?

*A: This position is designated as Noncritical-Sensitive (NCS) and requires a background investigation.*

Is there flexibility in work hours?

*A: The position is primarily onsite in Rome, NY. Telework is very limited and only approved for compelling agency needs.*

Job from Defense Finance And Accounting Service

The Defense Finance and Accounting Service (DFAS) is the world's largest finance and accounting operation. Its mission is to lead the Department of Defense (DoD) in delivering efficient, exceptional quality pay and financial information. By joining the DFAS team, you are not just taking a job; you are supporting the financial readiness of military personnel, retirees, and their families. DFAS prides itself on fostering a culture of excellence, integrity, and service to our nation.