Position Information

NY HELPYes

AgencyState Comptroller, Office of the

TitleCall Center Representative 1, SG-9(NYHELPS)

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $41399 to $50884 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

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

Location

County Albany

Street Address 800 N. Pearl Street

City Menands

StateNY

Zip Code12204

Job Specifics

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.

Minimum Qualifications Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.

No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.

Non-Competitive Qualifications for appointment under the NYHELPS Program:
• High school graduation or equivalency and one year of experience in a position where your primary responsibility was providing customer service to the general public, either in an environment with substantial face-to-face interaction or in a call center environment.*

OR

• 30 college semester credit hours.

*Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public. Examples of qualifying work experience include, but are not limited to: call center agent, customer service representative, product sales representative, bank teller, or telemarketer. Examples of non-qualifying work experience include, but are not limited to: teacher, direct care worker, cashier, fast food or restaurant worker, front line retail worker (store associate), day care worker, mechanic, barber or hair stylist, security guard, or provider of correctional services.

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.

70.1 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)

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 inquiries

Telecommuting:
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 primary residence location, duties, and work performance are aligned with telecommuting and operational needs they may be allowed to do so. Generally, OSC employees may telecommute up to 5 days per pay period but may be approved to telecommute less.
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.

Contact Information

Name David Heaphy

Telephone 5184741924

Fax (518)-486-6723

Email Address Jobs@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 ApplyingSubmit a clear, concise cover letter and resume to https://www.osc.ny.gov/jobs/openings/call-center-representative-1/102427, no later than January 9, 2025. Unofficial transcripts and/or templates will be required for certain positions. To access this job vacancy, copy the link above and paste it into your web browser. Documents must be sent as unlocked and accessible attachments.

If you have questions about this vacancy, please contact this Division representative:
Division contact: Katrina Connelly, kconnelly@osc.ny.gov

Be sure to submit an unofficial copy of any transcripts you may have with your cover letter and resume if using college credits as an experience substitution for this title.