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Veterans Service Representative

Veterans Service Representatives counsel claimants on eligibility for Veteran's benefits, process claim and non-claim actions, and control and process incoming and "at once" mail. Veterans Service Representatives prepare administrative decisions and process rating and non-rating decisions. They play a critical role in ensuring that Veterans receive the benefits they have earned through their service to the nation.

Knowledge Areas

Veterans Service Representatives need to have a thorough understanding of:
  • Methods for interpreting and seeking out information on complex sets of laws, rules and policies

  • Phases of claims processing (i.e., public contact, triage, pre-determination, rating, post-determination, and appeals)

  • Techniques for communicating with all types of individuals from a variety of backgrounds concerning a wide range of subjects and/or situations

  • Laws, appellate court decisions, precedents, federal regulations, Executive Orders, agency rules, agency procedures and due process guiding claims processing

  • VA intranet and Rating Job Aids (e.g., Medical EPSS, Hearing Loss Calculator, SMC Calculator, TBI Text Generator and Medical EPSS)

  • Characteristic features and risk factors associated with the most frequent medical claims (e.g., Post Traumatic Stress Disorder (PTSD) and Traumatic Brain Injury (TBI))

  • Medical references (e.g., Merck Manual, Dorland's Illustrated Medical Dictionary and Diagnostic and Statistical Manual of Mental Disorders IV)

  • Applicable electronic data processing and tracking systems (e.g., COVERS, CAPRI, MAP-D and SHARE)

  • Claims folders including proper contents and maintenance

  • Policies and procedures regarding privacy and release of information

Training & Developmental Experiences

Grade Range: GS03-GS09

Developmental Experiences
  • Use Medical EPSS to determine the appropriate exam to order

  • Organize administrative files

  • Use VA computer applications to perform routine tasks

Training Resources
* This is an internal Department of Veterans Affairs training opportunity provided to all VA employees for continued career growth.
Grade Range: GS10-GS12

Developmental Experiences
  • Use Medical EPSS to determine the appropriate exam to order

  • Look up references in the M21-1MR manual during claims processing

  • Expedite a claim by contacting a hospital or doctor's office to learn the status of an exam

  • Determine if an exam is adequate based upon the examination worksheet requirements

  • Process a NEHMER claim

  • Research Post Traumatic Stress Disorder stressors

  • Determine the need for a medical exam

  • Screen the claim for initial development actions (e.g., type, relationships, qualifying service, proper claimant, proof of death, income, medical evidence, and employment information)

  • Serve as a super user for MAP-D

  • Ensure correct VA form 4142 is included with a HIPAA statement

Training Resources
* This is an internal Department of Veterans Affairs training opportunity provided to all VA employees for continued career growth.
Grade Range: GS13-GS15

Developmental Experiences
  • Use Medical EPSS to determine the appropriate exam to order

  • Screen the claim for initial development actions (e.g., type, relationships, qualifying service, proper claimant, proof of death, income, medical evidence, and employment information)

  • Serve as a super user for MAP-D

  • Ensure correct VA form 4142 is included with a HIPAA statement

  • Mentor other Veterans Service Representatives on various teams

  • Volunteer to be the incarcerated fugitive felon coordinator or the joint service records research coordinator (JSRRC)

  • Process a Camp Lejeune contaminated water (CLCW) claim

  • Determine if a Traumatic Brain Injury exam is adequate for rating purposes

  • Determine if an exam is sufficient to make determinations on the Veteran's claim for benefits

  • Conduct a training course on the use of the M21-1MR manual

Training Resources
* This is an internal Department of Veterans Affairs training opportunity provided to all VA employees for continued career growth.
Grade Range: GS12-GS13

Developmental Experiences
  • Use Medical EPSS to determine the appropriate exam to order

  • Look up references in the M21-1MR manual during claims processing

  • Expedite a claim by contacting a hospital or doctor's office to learn the status of an exam

  • Determine if an exam is adequate based upon the examination worksheet requirements

  • Process a NEHMER claim

  • Research Post Traumatic Stress Disorder stressors

  • Determine the need for a medical exam

  • Screen the claim for initial development actions (e.g., type, relationships, qualifying service, proper claimant, proof of death, income, medical evidence, and employment information)

  • Serve as a super user for MAP-D

  • Ensure correct VA form 4142 is included with a HIPAA statement

Training Resources
* This is an internal Department of Veterans Affairs training opportunity provided to all VA employees for continued career growth.

Additional Information

This job has positions which range from GS03 to GS15.

As part of the duties that may be performed in this job, an employee:
  • Performs initial review of claim and identifies types of evidence

  • Processes reported changes (e.g., dependency and change of address (CADD))

  • Screens claims for initial development actions (e.g., proof of income)

Current Job Openings

The VA Job Finder connects you to job openings at VA. Explore job openings with a customized search and plan your next career step.
Job Summary Location
Veterans Service Representative Winston-Salem
North Carolina
US
Supervisory Veterans Service Representative (Assistant Veterans Service Center Manager) New York
New York
US
VETERANS CLAIMS EXAMINER (FIDUCIARY ANALYST) Washington DC
District of Columbia
US
VETERANS SERVICE REPRESENTATIVE Washington DC
District of Columbia
US
VETERANS CLAIMS EXAMINER Washington DC
District of Columbia
US
Supervisory Veterans Service Representative (Assistant Veterans Service Center Manager) Indianapolis
Indiana
US

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Education and Licensure


  • No mandatory requirement

Job announcements may contain more specific requirements.

Work Interests


Work Interests refer to the types of work activities that interest you, such as interacting with people, thinking of new ideas, or working with your hands. The chart below shows the Work Interest Profile for this job.
Realistic: Low; Investigative: Low; Artistic: Med; Social: High; Enterprising: High; Conventional: High

Work Environment


Work Environment refers to the setting in which you like to work, such as inside or outside, in a competitive or supportive environment, or in an environment with a little or a lot of time pressure. The chart below shows the Work Environment Profile for this job.
Responsibility: Low; Exposure to Job Hazards: Low; Physical Activity: Med; Decision Making: High; Repetitiveness: High; Level of Competition: Low; Time Pressure: High

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Please see the My Career Fit Tool to learn about your Work Interests and Work Environment preferences.

Professional Associations


Membership in professional organizations can be useful in maintaining an awareness of developments in the field. These organizations are examples of associations aligned with this position:
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