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Benefits Advisor (Call Monitoring)

Employee Benefits Security Administration [EBSA]

(Washington DC / Hybrid)

Open date: July 24, 2026

Closing date: July 27, 2026

Pay scale & grade: GS 11 - 12

Salary: $85,447 - $133,142 per year

Several vacancies in Washington, D.C.

Telework eligible? Yes, as determined by agency policy

Duties

Duties include but are not limited to the following:

• Provide information and guidance to plan administrators, service providers, participants, beneficiaries, the public, and other agencies about ERISA and related laws.
• Respond to inquiries from the public, Members of Congress, and the Executive Secretariat regarding field office activities.
• Evaluate regional offices' technical assistance and customer service program by conducting comprehensive reviews for policy compliance, completing regular quality reviews, and providing written reports with recommendations.
• Conduct research and fact-finding, analyze data, review eligibility or entitlement to benefits, and prepare clear responses by examining relevant records.
• Participate in special projects to analyze customer assistance, advocacy, and education policies; identify program deficiencies and emerging concerns; review relevant regulations, interpretations, enforcement outcomes, and research; provide outcomes to Supervisor/Team leader

Requirements

Qualifying specialized experience for GS-11 includes:
Must have:
· All applicants must have experience working in a customer service environment, such as a call center representative, help desk agent, or front office specialist. This includes providing information or assistance, resolving questions or complaints, and communicating clearly in writing and over the phone with a wide range of customers.

AND 2 out of 3 from the below:
· Experience building and maintaining working relationships with tact, empathy, and professionalism, including effectively engaging individuals who are difficult, hostile, or distressed, and collaborating respectfully with people of varied perspectives and experiences.
· Experience reviewing and evaluating information for accuracy.
· Experience using research and analytical methods to identify and analyze problems.
OR
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

Qualifying specialized experience for GS-12 includes:
Must have:
-All applicants must have experience working in a customer service environment, such as a call center representative, help desk agent, or front office specialist. This includes providing information or assistance, resolving questions or complaints, and communicating clearly in writing and over the phone with a wide range of customers

AND 3 out of 4 from the below:
- Experience building and maintaining working relationships with tact, empathy, and professionalism, including effectively engaging individuals who are difficult, hostile, or distressed, and collaborating respectfully with people of varied perspectives and experiences.
- Experience reviewing and evaluating information for accuracy.
- Experience using research and analytical methods to identify and analyze problems.
- Experience delivering educational information, (e.g., drafting materials, conducting briefings or presentations, and responding to questions) tailored to the audience and subject matter.

How to Apply

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