Please note: State agencies that contact job applicants do not usually request personal or financial information via text message or over the phone in connection with your response to a job posting. If you are contacted for such information by these methods, or any other method, please verify the identity of the individual before transmitting such information to that person.

Review Vacancy

Date Posted 11/01/22

Applications Due01/30/23

Vacancy ID115830

AgencyState Comptroller, Office of the

TitleCall Center Representative 1 - Item #00388 (11 positions)

Occupational CategoryNo Preference

Salary GradeHourly

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $18.69 to $18.69 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 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 Either 1: a high school diploma or have earned a high school equivalency diploma AND one (1) year of full-time equivalent work experience in customer service*.
OR 2: Sixty (60) semester credit hours or a bachelor’s degree.

*Customer service, for this purpose, 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.

Duties Description Provide 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. refinance 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 reports 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 OSCs 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, Office of Human Resources

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 January 30, 2023. Please reference Item 00388(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.

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