This position is located in the Small Business Administration, Customer Service Center - CSC in Buffalo, NY. The incumbent serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services. THIS IS A READVERTISEMENT. IF YOU APPLIED TO DE-26-CSC-12989429, YOU MUST REAPPLY TO THIS ANNOUNCEMENT TO BE CONSIDERED FOR THIS POSITION. As a/an Lead National Resource Specialist (Program Services) at the GS- 1101-11, some of your typical work assignments may include: Serves as a Lead National Resource Specialist and provides technical leadership, workflow coordination, and operational guidance to National Resource Specialists engaged in delivering customer service, technical assistance, and program support associated with SBA programs and services. Monitors productivity, timeliness, quality indicators, and workload accomplishment to ensure organizational standards and performance expectations are achieved. Assists management in identifying operational concerns, workload issues, and process improvements that enhance customer service and program delivery. Provides on-the-job training, mentoring, coaching, and technical instruction to employees regarding program requirements, systems, procedures, customer service practices, and operational processes. Assists employees in developing technical proficiency and improving their ability to resolve customer issues independently. Performs the full range of National Resource Specialist duties involving customer service, technical assistance, case research, issue resolution, outreach activities, and operational support. Responds to routine and complex inquiries regarding SBA programs, application processes, servicing activities, account maintenance, systems access, and related program requirements. 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.

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