National Resource Specialist (Program Services)

This position is located within the U.S. Small Business Administration (SBA), Customer Service Center (CSC). The incumbent serves as a National Resource Specialist and is responsible for providing customer service, operational support, and program guidance to applicants, borrowers, lenders, stakeholders, and members of the public regarding SBA programs and services.

As a National Resource Specialist (Program Services) at theGS- 1101-9, some of your typical work assignments may include: Serves as a primary point of contact for applicants, borrowers, lenders, stakeholders, and members of the public seeking information and assistance regarding SBA disaster and non-disaster programs and services. Uses various software applications (e.g., email, word processing, spreadsheets) to input disaster survivor information, and to research and respond to a wide variety of routine and complex inquiries involving program eligibility, application requirements, loan processes, servicing activities, account status, available assistance programs, and related operational procedures. Provides technical assistance to customers utilizing SBA automated systems, online applications, customer portals, and related platforms.

Conducts outreach activities to inform applicants, borrowers, and other stakeholders of available SBA programs, services, resources, and assistance opportunities. Maintains accurate records of customer interactions, actions taken, and case activity in accordance with established procedures. IMPORTANT NOTES: This position works on an as needed basis.

This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule.

Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).