Position Information

NY HELPNo

AgencyState Comptroller, Office of the

TitleRetirement Systems Information Representative 2, SG-20 Item#04214(2)

Occupational CategoryOther Professional Careers

Salary Grade20

Bargaining UnitAPSU-Agency Police Services Unit (PBAofNYS)

Salary RangeFrom $72032 to $91381 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 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Albany

Street Address 800 N. Pearl Street

150 Broadway

City Menands

StateNY

Zip Code12204

Job Specifics

Minimum Qualifications You must be eligible to transfer to this title under Section 70.1 of the Civil Service Law or eligible under the 55 b/c program.

70.1 transfer:
For 70.1 transfer to Retirement Systems Information Representative 2 (SG-20), you must have one year of permanent competitive or 55-b/55-c service as a Retirement Systems Information Representative 1 (SG-18); OR one year of permanent competitive service as an Employees’ Retirement System Examiner 4 (SG-18).

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.

55-b/c:
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)

Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller and have had one year of permanent competitive or 55-b/55-c service as a Retirement Systems Information Representative 1. If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.

Duties Description • Provides direct supervision and acts as a resource to experienced Information Representative staff, as well as trainees as necessary.
o Develops strategies, work plans and priorities associated with the distribution of retirement information to Systems’ members and retirees.
o Assists subordinate staff as necessary to resolve customer inquiries.
o Assists in the scheduling of staff to outreach services, dependent upon customer demand, to ensure quality service is maintained.
o Improves and maintains the coordination and planning critical to the success of the Albany Information Office.
o Works with managerial staff from the Call Center to ensure customer demand is met wherever it is greatest, including having Albany Information Office staff respond to incoming telephone calls and emails when necessary to resolve customer inquiries in a timely manner.
o Helps maintain the appearance and set-up for the daily functioning of the Information Office, including ensuring adequate staffing and stationing of a security guard outside the office for protection purposes.
o Meets with subordinate employees on a regular basis to ensure quality service is maintained, discussing problems and suggesting corrective measures to staff.
• Oversees the design and direction of training for new Information Representative Trainees, as well as the institution of ongoing programs for established Information Representatives.
o Develops and implements training plans for new hires consistent with their specific job duties and previous experience.
o Schedules new employees for classes designed to develop individual qualities necessary for providing customer service, including inter-personal skills, proper writing techniques, and computer and email knowledge.
o Assists in initiating training programs relevant to daily duties, including comprehension of necessary databases, scheduling of consultation site interviews, email transactions, and website and toll-free service.
o Assesses training and development needs of established employees by observing performance and gathering information regarding benefits administration from the Division’s program managers.
o Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
o Researches various sources to find information, materials, and technologies to help in the design and development of new training programs.
• Assists in the development and evaluation of all staff associated with the Information Office.
o In conjunction with the Call Center Section Manager, the Albany Office Manager and the Special Plans Officer, coordinates scheduling as well as assigning of Information Representative Trainee staff and technologies for Retirement benefit seminar programs to groups statewide while maintaining sufficient phone consultation coverage. Ensures that appropriate information is available for special presentations, such as those for members of special plans or PFRS.
o Assesses staff training and development programs to determine adequacy and future direction
o Completes weekly reports to determine if service levels are maintained, and relays this information to upper management to ensure alignment with performance commitments.
o Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
o Helps conduct cross-bureau training for proper allocation of resources as demand dictates.
• Implements and oversees policies, plans and procedures that will improve delivery of service to customers.
o Helps develop and implement internet-based applications and other innovative information sharing techniques.
o Gathers feedback from System members, pensioners and employees regarding System policies and procedures, and suggests methods to improve the quality of customer service to upper management.
o Helps ensure adequate staff and technologies for Retirement benefit seminar programs to groups statewide, and that appropriate information is available for special presentations, such as those for members of special plans or PFRS.
o Recommends to upper management policies, plans and procedures that will improve delivery of service while ensuring that staff implements these rules accordingly when assisting customers.
• Demonstrates extensive knowledge of the RSSL and other Retirement related law, the Comptroller’s Rules and Regulations, and other Retirement policies and procedures.
o Reviews and provides written communications concerning changes in Law, policy, or procedure to subordinate staff.
o Communicates the status of pending legislation to subordinate staff often and routinely.
o Evaluates and helps interpret existing legislation.
o Represents the Albany Information Office at staff meetings.
• Performs a variety of high level administrative functions.
o Serves as a liaison with the various Bureaus within the Retirement Systems, as well as with members, pensioners, beneficiaries and other associated parties, to assure that all policies and procedures of the Retirement Systems are carried out.
o Reviews and analyzes pending legislation for its possible impact on administrative problems and/or decisions.
o Communicates to professional staff and superiors any employer reporting problems and the status of report processing.
o Provides sufficient back-up to the Phone Consultation and Rep Training RPA 1 employee who oversees the Information Representative training program.

Additional Comments Knowledge, Skills, and Abilities:
• Exhibits excellent interpersonal skills with staff and customers over the telephone and in-person as necessary.
• 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 different case types and action codes, the Internet and OSC’s Intranet in order to access Retirement Systems’ laws, policies and procedures.
• Demonstrates the ability to perform complex mathematical calculations as necessary.
• Acquires, retains and applies extensive Retirement System knowledge to respond to customer inquiries of the more complex nature.
• Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures.
• Possesses a valid driver’s license for travel purposes.


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.

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

Contact Information

Name David Heaphy

Telephone 5184741924

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 to https://www.osc.ny.gov/jobs/openings/retirement-systems-information-representative-2/112401, no later than November 18, 2024. 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.

Reference Item #04214(2)-DJH on your cover letter for proper routing.

If you have questions about this vacancy, please contact this Division representative:
Division contact: Katrina Connelly, KConnelly@osc.ny.gov