Position Information

NY HELPYes

AgencyState Comptroller, Office of the

TitleCall Center Representative 1, SG -09(NYHELPS) Item#062551

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $42641 to $52413 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 This position is located within the Bureau of Benefit Information Services, Division of Retirement Services and is responsible for:
• Provides initial personal contact response over the telephone to customers regarding Retirement Online.
o Resolves the most straightforward requests, questions or problems by explaining and interpreting the system (i.e. walks customers through the self-service functionality, on a step by step basis, for the purposes of helping them complete online transactions).
o Assists customers in registering for the self-service portal.
o Answer questions pertaining to retirement loans
o Assist callers reporting the death of members or beneficiaries.

• Assists in the completion of casework and resolution of other Retirement System matters, as necessary.
o Resolves calls pertaining to rudimentary Retirement System matters (i.e. form requests, death reports, faxes, etc.)

• Operates a personal computer to access the Retirement Systems’ various databases on laws, policies and procedures.

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.

Civil Service examinations are not 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.

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.
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.

55b/55c Program appointment:
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 Knowledge, skills, and abilities:

• 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 MS Suite and online databases
• 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.

The Office of the State Comptroller does not participate in E-Verify or sponsor visa applications.

OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:
• A state pension with vesting after five years’ service
• Comprehensive medical, dental and vision insurance available to all employees and their dependents
• Flexible spending accounts for dependent and health care
• Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
• Public Service Loan Forgiveness (PSLF)
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• Holiday and paid time off
• Shift and geographic pay differentials
• A committed continuous learning environment
• Informational Brown Bag sessions
• Wellness at Work Programs to promote employee health and wellness
• OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
• And much more

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

How to Apply

Name Takeitha Kelley

Telephone (518)474-1924

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 stating how you meet the above minimum qualifications to https://www.osc.ny.gov/jobs/openings/call-center-representative-1/062551, Reference Item #062551 -TBK on your cover letter for proper routing.

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
Email Address: KConnelly@osc.ny.gov