StateJobsNY

NY HELPNo

AgencyState Comptroller, Office of the

TitleCall Center Representative 1 - Item # 08233 (11 Positions)

Occupational CategoryNo Preference

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $37507 to $46103 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

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

StateNY

Zip Code12204

Minimum Qualifications Interested candidates must currently be reachable on the appropriate eligible list or eligible to transfer under section 70.1 of the Civil Service Law.
Transfer via 70.1:
To be eligible for a 70.1 transfer, an individual must have one year of permanent competitive service in a qualifying title allocated to a salary grade 7 or above.

Duties Description • Provides initial personal contact response over the telephone to customers regarding self-service and navigation of the PeopleSoft system:
o 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).
o 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).
o 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:
o Scans loan forms and completes basic data entry to initiate the loan process.
o 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:
o Demonstrates a working knowledge of the Retirement System’s MEBEL database
o 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 inquiries

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 State Comptroller

110 State Street, 12th Floor

City Albany

State NY

Zip Code 12236

Notes on ApplyingInterested candidates should submit a cover letter and resume to recruit@osc.ny.gov no later than July 8, 2022. Please reference Item #08233(11) - OER-JB when responding.
When responding, please include the reference number and letters listed in this section. The OER ID # should not be included.