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Review Vacancy

Date Posted 02/28/24

Applications Due03/14/24

Vacancy ID152377


AgencyNYS Gaming Commission

TitleOffice Assistant 2 (Customer Service)(HELPS)

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $40193 to $49405 Annually

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? Yes

Compressed workweek allowed? No

Telecommuting allowed? No

County Schenectady

Street Address 354 Broadway

City Schenectady


Zip Code12305

Minimum Qualifications Minimum Qualifications:

Permanent Qualification: Candidates must currently be a permanent Office Assistant 2 OR be reachable for appointment on the current Office Assistant 2 (customer service) eligible list #38-691;


Transfer Qualification: Candidates must currently be a permanent New York State employee eligible for transfer under Section 70.1 of the Civil Service Law.


Provisional Qualification: In the event there is not a viable eligible list, provisional appointment will be considered. To be eligible candidates must have one year of permanent competitive status in a qualifying title.


Open to the Public: Minimum Qualifications: One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.

NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Duties Description Under the general direction of an Office Assistant 3, Customer Service Lead, the incumbent will be primarily responsible for correspondence, clerical support, processing claims, and answering phones as a part of the customer service effort in the Prize Payments Unit at Lottery Headquarters in Schenectady.

Specific duties include, but are not limited to, the following:

• Prepare all correspondence including approval/denial of various security investigated claims, missing claim documentation, denial of a suspect voucher and various customer responses.
• Prepare notices of previously paid claim information for retailer account adjustments.
• Maintain excel spreadsheets of previously paid claims, retailer holds, suspect voucher claims, and security holds.
• File and maintain all jackpot winning tickets.
• Process claims flagged for special handling including retailer holds, lapsed tickets, previously paid vouchers, and missing information.
• When applicable, put tickets on hold per security, void/reissue checks, submit paperwork to Finance for SSN changes and issue stop payment requests.
• Process all manual checks for promotional drawings.
• Provide backup support for the Schenectady Customer Service Center, when needed.
• Date stamp and open daily mail.
• Review any correspondence that may accompany daily mail and forward to appropriate individual/unit for resolution.
• Prepare claims for validation.
• Validate claims using the New York Lottery Prize Payment System.
• Assist with office phone coverage, including answering inquiries from the public and other units.

Additional Comments Overtime as needed.


Commission employees and family members residing in their households are prohibited from purchasing Lottery tickets or claiming Lottery prizes. Commission employees are prohibited from wagering upon any horse racing, commercial gaming, video lottery gaming, Indian gaming, charitable gaming activities, interactive fantasy sports, and mobile sports wagering within the State. To avoid any appearance of impropriety of conflict of interest, Commission employees will be prohibited from all aspects of promoting, operating, and playing in any charitable gaming, which includes bingo and games of chance such as raffles, whether the organization conducting the game is required to be licensed by the Commission. The prohibition placed upon each Commission employee from assisting with any charitable gaming does not apply to the employee's family unless the employee thinks it presents a conflict of interest related to his or her job duties. Commission employees must also avoid any outside activities that could interfere or be perceived to interfere with their job duties.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Office of Employee Relations at (518) 474-6988 or via email at

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

Name Human Resources


Fax 518-388-3368

Email Address


Street 354 Broadway

City Schenectady

State NY

Zip Code 12305


Notes on ApplyingPlease send your resume and cover letter in Word or PDF format. We are unable to open documents from Google Docs, Google Drive, OneDrive and/or "the Cloud".

Your Social Security Number may be required to confirm your eligibility.

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