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Lead National Resource Specialist (Program Services)
Small Business Administration · Posted 112 days ago
Hybrid Buffalo, NY $78K – $102K Apply by Jun 26, 2026 General Business And Industry ENTJESTJINTJISTJ Customer Success
Apply for this job → About the Role
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.
What You'll Do
- →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.
Requirements
- ✓APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S.
- ✓Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S.
- ✓Department of Education.
- ✓Verify School accreditation.
- ✓All education claimed by applicants will be verified by the appointing agency accordingly.
Personality Fit
Job ID: aff7ff4a-cd1b-4671-8e17-887b7270d193
Posted via USAJobs