Role Description The incumbent serves as a Management Analyst (MA) in the National Call Center (NCC). The incumbent works independently with internal customers on operational matters and on exercising program responsibility. The incumbent is responsible for conducting evaluative studies and serving as a consultant to the National Call Center Manager (NCCM) on issues associated with the effectiveness and efficiency of Philadelphia NCC operations as they relate to the delivery of benefits and service to Veterans. Responsibilities - Conducts continuing and periodic studies involving compilation and analysis of data for evaluating the effectiveness of the Regional Contact Center's operations. - Identifies areas requiring improvement and recommends procedures or methods for more efficient operations and production. - Provides staff assistance to develop and implement changes in procedures, operations, and staff organization. - Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for training and management briefings. - Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and other statistical and narrative reports. - Assembles workload data, work measurement data, and work program data for the development of budget estimates. - Studies areas where modified work methods, procedures, or systems must be developed in response to technological advances or changes in legislation. - Generates and disseminates daily, weekly, and monthly statistical reports on telephone activity for workflow management and employee performance measurement. - Independently performs tasks involving budget execution by compiling resource data from various financial management reports. - Tracks funds distribution, reconciling commitments/obligations and reallocating organizational funds as directed. - Monitors costs and prepares reports projecting use of available resources. - Prepares annual phased plan to show projected monthly expenditures and reimbursable funds. Qualifications - Applicants must meet all requirements by the closing date of this announcement: 07/14/2026. - TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must meet time-in-grade requirements. - For a GS-11 position, you must have served 52 weeks at the GS-9 level. - Applicants must submit their most recent Notification of Personnel Action, SF-50. - SPECIALIZED EXPERIENCE REQUIREMENT: Applicants must have 52 weeks of specialized experience equivalent to the next lower grade(s) GS-9. - Specialized Experience would typically include: - Gathering and analyzing data using various statistical sampling techniques. - Using data and special studies to improve work processes and program performance. - Reviewing and reporting work measurement data to assist in adjusting workloads or changing work processes. - Evaluating the impact of new or revised policies and procedures on the existing organizational structure. - OR Education Substitution: Applicants must have a Ph.D. or equivalent doctoral degree or have completed 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., IF RELATED. - Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level, the two can be combined to total 100% of the requirement. Requirements - Experience refers to paid and unpaid experience, including volunteer work done through National Service programs. - Full-time employment is considered to be at least 35 hours per week. - The work is sedentary; typically, the employee may sit comfortably to do the work. Benefits - Not specified in the provided job description. Company Description Not specified in the provided job description.

Role Description The Applications Analyst II designs and specifies information systems solutions to address business needs and the methods for installing them. Qualifications - Experience in designing and specifying information systems solutions. - Ability to address business needs effectively. - Knowledge of methods for installing information systems solutions. Requirements - Commitment to fostering an environment of unity and inclusion. - Dedication to delivering outstanding patient care. - Ability to promote a culture of respect and continuous learning. - Willingness to challenge outdated practices for meaningful improvements. - Supportive of a workplace where all employees feel valued and respected. Benefits - Opportunity to be part of a legacy of achievement, education, and innovation. - Support for professional growth and advancement. - Engagement in creating a culture that ensures fair access to opportunities. Company Description Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, and more than 300 labs. The system is dedicated to advancing health for all people by: - Tackling complex health care challenges. - Discovering and applying new scientific knowledge. - Developing safer, more effective treatments. - Educating the next generation of medical leaders and innovators. - Supporting local communities with high-quality care. Mount Sinai is consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status.

• Analyze loan applications, collect essential documents, and obtain third-party reports. • Reach out to customers and third parties via phone, email, & text to obtain documents or essential information, provide proactive status updates, and answer customers’ questions relating to required documents within the expected timeframe. • Serve as the primary point of contact for customers throughout the processing and underwriting stages, providing personalized assistance and support. • Reviewing and analyzing documents against our credit policy, with the goal of getting the loan ready for an underwriting decision. • Meet and exceed your daily and monthly quotas for new application reviews while upholding our high standards for quality. • Identify potential roadblocks or credit policy alignment issues and work with sales and other operations teams to determine the best approach. • Work closely with your cross-functional team to meet and exceed weekly and monthly processing and funding goals. • Contribute to cross-functional projects or assigned initiatives as needed. Examples may include testing new systems, procedures, or credit policies, functioning as a power user, training or mentoring new hires, data and reporting, etc. • Attend and regularly give feedback in team meetings.

• Support daily workforce operations • Manage call volume, break schedules, start/stop times, and attendance • Work closely with operations team to improve delivery processes • Generate daily, weekly, and monthly PTO allocations • Manage daily operations bridge and ensure calibration with necessary needs • Produce internal reports • Use trends and reports to forecast requirements • Assist with projects as assigned