Call Center Representative 1 (Temp/Full Time), SG-9- Item# 00460 (6)

NY HELP No Agency State Comptroller, Office of the Title Call Center Representative 1 (Temp/Full Time), SG-9- Item# 00460 (6) Occupational Category Clerical, Secretarial, Office Aide Salary Grade 09 Bargaining Unit ASU - Administrative Services Unit (CSEA) Salary Range From $19.83 to $19.83 Hourly Employment Type Full-Time Appointment Type Temporary Jurisdictional Class Competitive Class Travel Percentage 0% Workweek Mon-Fri Hours Per Week 37.5 Workday From 9 AM To 5 PM Flextime allowed? No Mandatory overtime? No Compressed workweek allowed? No Telecommuting allowed? Yes County Albany Street Address 800 North Pearl Street City Menands State NY Zip Code 12204 Minimum Qualifications A high school diploma or have earned a high school equivalency diploma AND six (6) months of full-time equivalent experience in customer service.Competitive Minimum Qualifications:You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.Transfer:For 70.1 transfer to Call Center Representative 1, SG-9, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-7 or above.To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.55-b/c: This position may be designated 55 b/c and is subject to verification of applicant eligibility. For more information on this program, please visit the NYS Department of Civil Service website, 55b/c Recruitment Resources Center (ny.gov) Duties Description Duties Description: Provides initial personal contact response over the telephone to customers regarding self-service and navigation of the PeopleSoft system. Resolves the most straightforward requests, questions or problems by explaining and interpreting the PeopleSoft system (i.e. walks customers through the self-service functionality, on a step by step basis, for the purposes of helping them complete address changes and understanding the loan process including taxability of loans, multiple vs. refinanced loans, and loan eligibility). Assists customers in registering for the self-service portal through identification of the callers (i.e. confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers). Logs Problem Incident Reports (PIRS) in the event the PeopleSoft system is not operating as designed or there is a system defect; these incidents are reported to the Redesign Team. Assists in the completion of casework and resolution of other Retirement System matters, as necessary. Scans loan forms and completes basic data entry to initiate the loan process. Resolves calls pertaining to rudimentary Retirement System matters (i.e. form requests, death reports, faxes, etc.).Operates a personal computer to access mainframe data and Lotus Notes for the Retirement Systems’ various databases on laws, policies and procedures. Demonstrates a working knowledge of the Retirement System’s MEBEL database Demonstrates a working knowledge of the customized Lotus Notes databases, the Internet, and OSC’s Intranet. Additional Comments Desired Competencies: Exhibits excellent interpersonal skills with staff and customers, both in-person and over the telephone Possesses effective oral and written skills Performs tasks accurately and within specific time frames Operates a personal computer and effectively demonstrates a working knowledge of customized Lotus Notes Databases, the PeopleSoft system, the Retirement System’s MEBEL database with its 60 different case types and action codes, the Internet and OSC’s Intranet in order to access Retirement Systems’ laws, policies and procedures Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiriesTelecommuting:The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee’s duties and work performance are aligned with telecommuting they may be allowed to do so. Upon approval to telecommute, OSC employees may telecommute up to 5 days per pay period.Reasonable Accommodation:The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.Equal Opportunity Employment:The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers. Some positions may require additional credentials or a background check to verify your identity.Name David Heaphy Telephone (518) 474-1294 Fax (518) 486-6723 Email Address recruit@osc.ny.gov Address Street Office of the New York State Comptroller, Division of Human Resources 110 State Street, 12th Floor City Albany State NY Zip Code 12236 Notes on Applying Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications to recruit@osc.ny.gov, or the address below, no later than August 23, 2024. Documents must be sent as unlocked accessible attachments. Reference Item #00460(6)-DJH in the subject line of your email and on the cover letter for proper routing.If you have questions about this vacancy, please contact this Division representative:Division contact: Katrina Connelly, KConnelly@osc.ny.gov