VA FSC Customer Service Representative Support for Financial Operations and Payroll Services

This requirement seeks a contractor to provide call center and help-desk services for the VA Financial Services Center (FSC), supporting both Financial Operations Service Customer Experience and Contact Delivery (FOS CECD) and Financial Payroll Services VA Time and Attendance System (FPS VATAS) Customer Support. The contractor is expected to deliver responsive, accurate, and customer-focused phone and email support, ensuring inquiries are handled appropriately and resolved within established service levels.

Responsibilities include offering knowledgeable assistance for CECD-related inquiries, accurate information delivery, and timely resolution of issues. For VATAS, the contractor will provide system navigation guidance, troubleshooting, and support for timekeeping and payroll-related processes. It is essential to ensure proper triage, documentation, and escalation of customer tickets in accordance with defined workflows and escalation protocols.

Contractors must maintain compliance with VA FSC policies, procedures, and federal data security requirements. Emphasis is placed on promoting a positive customer experience through clear and professional communication, consistency in service delivery, and supporting continuous improvement by identifying recurring issues and making recommendations to enhance customer service processes.