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Review Vacancy

Date Posted 01/26/23

Applications Due02/09/23

Vacancy ID122717

AgencyState Comptroller, Office of the

TitleEmployees’ Retirement System Examiner 3 Item #07859

Occupational CategoryNo Preference

Salary Grade15

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $51986 to $66278 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 8 AM

To 4 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Office of the New York State Comptroller

800 North Pearl Street

City Menands

StateNY

Zip Code12204

Minimum Qualifications You must be currently reachable on the appropriate eligible list for Employees’ Retirement System Examiner 3, eligible under the 55 b/c program (see below), or eligible to transfer to this title under Section 70.1 of the Civil Service Law.

70.1 Transfer:

For a 70.1 transfer to an Employees’ Retirement System Examiner 3, SG-15, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 13 or above.

Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.

NOTES:

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)

Duties Description · Acts as a liaison between the Call Center and various processing units to obtain service commitments. Provides first-level supervision and acts as a resource to a unit of clerks, Office Assistant staff and/or ERSE 2 phone agents, assisting Retirement System members, retirees, beneficiaries, employers, attorneys, financial planners and legislators during the interview process.

o Conveys performance expectations to staff to ensure quality service is maintained.

o Periodically reviews performance of staff through observation of interviewing techniques, feedback, and reports detailing the number of consultation visits.

o Discusses problems and suggests corrective measures to staff.

o Oversees clerical employees, including secretarial and other support staff.

· Resolves phone calls from customers with questions of the most complex nature, escalated beyond the scope of first level representative training and experience.

o Responds to customer complaints by clarifying and reiterating information given previously by first level Call Center representatives.

o Researches points of law and administrative interpretations in order to provide detailed answers to the most complex questions.

· Ensure that Retirement System information, including that generated by new legislation, is regularly communicated to our customers.

o Conducts necessary training of staff, both within the BIS Bureau and throughout the Division, for any subject matter that needs to be provided to our customers in a timely manner.

o Performs necessary testing of both the MEBEL and PeopleSoft systems, as well as any Notes databases affected by new legislation, along with our Interactive Voice Response (IVR) system that is interrelated with MEBEL and PeopleSoft.

o Travels to various consultation sites throughout New York State as necessary, preparing training materials such as PowerPoint presentations and compiling reference materials for the customers.

o Attends project meetings regarding legislation, and relays this information both to Call Center agents and our customers

· Acknowledges, responds to, and approves customer e-mail inquiries and written correspondence from customers.

o Research answers for accuracy.

o Responds to the most complex customer inquiries via email or written correspondence through use of proper grammatical English, with concise, thorough and well-written replies in a standardized business format.

o Reviews email responses prepared by subordinate staff for accuracy, grammar, spelling and punctuation.

· Develops standardized answers to Frequently Asked Questions. Develops appropriate recommendations of refinements of procedures to management that will improve customer service throughout the Benefit Information Services Bureau.

o Forecasts trends such as peak volumes of workload and most frequently asked questions by customers.

o Suggests implementation of new technologies, including Interactive Voice Response systems, databases, and other programs.

o Proposes modification of appropriate bureau staffing, such as locations and duties, to ensure an appropriate number of agents are available to respond to member inquiries via telephone, emails and interviews.

o Recommends revisions of current work policies, including breaks, lunches, length of interviews, and logging of previous interview information in order to better accommodate our members.

· Analyzes data concerning current productivity for each consultation site

o Travels to sites as necessary, collecting pertinent data through various means, including viewing interview process and procedures, conferences questionnaires, reports and on-site observations.

o Makes proposals to management concerning possible additional resources [tables and chairs, computer equipment, etc.], building upkeep, interview procedure modifications, rescheduling of days and hours of operation and, if necessary, the closing and/or relocation of a site.

· Reviews and updates written materials, including organizational policy, administrative and procedural manuals

o Periodically reviews assigned manuals to determine need for revision.

o Reviews completed drafts with affected organizational components to ensure appropriate format and language.

o

Additional Comments Desired Competencies

· Exhibits excellent interpersonal skills with staff and customers

· 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 180+ action codes, the Internet and OSC’s Intranet in order to access Retirement Systems’ laws, policies and procedures

· Demonstrates the ability to perform complex mathematical calculations as necessary

· Acquires, retains, and applies extensive Retirement System knowledge to respond to customer inquiries of more complex nature

· Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures

Some positions may require additional credentials or a background check to verify your identity.

Name Jennifer Brantigan

Telephone (518) 474-1924

Fax (518) 486-6723

Email Address recruit@osc.ny.gov

Address

Street Office of the New York State Comptroller, Office 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 stating how you meet the above minimum qualifications to recruit@osc.ny.gov, no later than February 9, 2023. Reference Item #07859-OER-JB in the subject line and on the cover letter for proper routing.

If you have questions about this vacancy, please contact this Division representative: Division contact: Mandi Lenzi Mlanzi@osc.ny.gov

When responding, please include the reference number and letters listed in this section only. The OER ID # should not be included.

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