Position Information

NY HELPNo

AgencyHigher Education Services Corporation

TitleCall Center Representative 1

Occupational CategoryClerical, Secretarial, Office Aide

Salary GradeNS

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $20.25 to $20.25 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

Location

County Albany

Street Address 99 Washington Avenue

City Albany

StateNY

Zip Code12255

Job Specifics

Minimum Qualifications MINIMUM QUALIFICATIONS:

For Temporary/Hourly Appointment:

Sixty college semester credit hours and one year of work experience in customer service;**

OR

A high school diploma or GED AND two years of work experience in customer service.**

**Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position

PREFERRED QUALIFICATIONS:
1. Proficiency in MS Office.
2. Detail oriented, effective time management and organizational skills.
3. Ability to perform tasks effectively within prescribed time frames.

Duties Description Duties include but are not limited to:

1. Utilizes various information systems to track and respond to phone call inquiries from students, parents, schools, and lenders regarding higher education funding programs under the purview of HESC.

2. Interprets and explains federal and State rules and regulations concerning financial aid and other higher education funding programs under the purview of HESC, primarily by telephone.

3. Assists students, parents and financial aid officers with processing accounts and resolves problem situations which may prevent an application from being processed.

4. Advises students and parents on the application process and interviews students and parents to obtain relevant information to determine eligibility for programs and the status of financial aid programs.

5. Troubleshoots, identifies, and addresses application processing problems.

6. Researches and gathers account processing information from HESC operational divisions to advise applicants what is needed to complete the review and processing of their application.

7. Updates account information in various electronic systems.

8. Assigns Help Desk tickets to appropriate HESC staff and tracks accounts on spreadsheets and databases for possible resolution.

9. Routes calls to appropriate individuals or divisions within HESC, various federal program areas and servicers as necessary. Utilizes required technology appropriately i.e., Virtual Contact Center (VCC) telephone system/AUX event buttons.

10. Completes NYS mandatory training requirements and required training set forth by the agency and/or program area.

Additional Comments The hours of this position require working between 8:30 a.m. and 4:30 p.m. (No Alternative Work Schedule).

To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "CCR 1 " in the subject line. Resumes and cover letters must be received by the due date listed on this posting.

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

Contact Information

Name Human Resources

Telephone (518) 474-7556

Fax (518) 473-6685

Email Address resumes@hesc.ny.gov

Address

Street 99 Washington Avenue

City Albany

State NY

Zip Code 12255

 

Notes on ApplyingPlease be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter.

To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "CCR 1" in the subject line. Resumes and cover letters must be received the deadline listed on this posting.