Overview
From $56,506 to $68,360 Annually
800 North Pearl Street
Menands, NY 12204
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.
No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program:
Non-Competitive Qualifications for appointment under NY HELPS Program:
High school graduation or equivalency and three years 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.
60 college credits substitutes for one year of experience; a bachelor's degree substitutes for two years of experience
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.
70.1 Transfer:
For 70.1 transfer to a Call Center Representative 2, SG-14, you must have one year of permanent competitive service in an approved title allocated to SG-12 or above.
To determine if you your current Civil Service titles 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.
Duties
This position is located within the bureau of Benefit Information Services, Division of Retirement Services and is responsible for:
Provides first-level supervision to Call Center Representative 1 staff responsible for assisting members with self-service and navigation of the PeopleSoft system.
- Conveys performance expectations to staff to ensure quality service is maintained.
- Periodically reviews performance of staff through observation of telephone interaction skills, written correspondence (including email responses), and customer feedback; ensures that performance expectations are met.
- Discusses problems and suggests corrective measures to staff.
Monitors and/or resolves phone calls from customers with self-service and PeopleSoft questions of the more complex nature, escalated beyond the scope of first level representative training and experience.
- Responds to customer complaints by clarifying and reiterating information given previously by first level Call Center Representatives; ensures the timely resolution of problems and that corrective actions are taken, if needed.
- Researches points of law and administrative interpretations in order to provide detailed answers to the more complex questions.
- Detects problem or customer complaint patterns regarding self-service and PeopleSoft and reports them next level supervisors, as needed.
Conducts training for subordinate staff.
- Trains Call Center Representative 1 staff on a multitude of Retirement System topics with a primary focus on self-service and navigation of the PeopleSoft system.
- Ensures all subordinate staff will be able to execute PeopleSoft self-service transactions that customers will access to resolve their inquiries.
- Confirms that staff has the knowledge to log Problem Incident Reports (PIRS) when the PeopleSoft System is not functioning properly.
- Instructs staff on how to open loan cases from paper loan applications, as well as the loan process including taxability of loans, multiple vs. refinanced loans, and loan eligibility.
- Research answers for accuracy.
- Responds to the most complex customer inquiries via email or written correspondence through use of proper grammatical English, with concise, thorough and well-written responses in a standardized business format.
- Reviews email responses prepared by subordinate staff for accuracy, grammar, spelling and punctuation.
- Assists in maintaining and revising policy and procedure manuals, training documents, and other materials associated with the continuous development of staff.
Acknowledges, responds to, and approves customer e-mail inquiries and written correspondence from customers regarding self-service and navigation of the PeopleSoft system.
- Research answers for accuracy.
- Responds to the most complex customer inquiries via email or written correspondence through use of proper grammatical English, with concise, thorough and well-written responses in a standardized business format.
- Reviews email responses prepared by subordinate staff for accuracy, grammar, spelling and punctuation.
Reviews and updates organizational policy, administrative and procedural manuals, particularly those pertaining to use of the PeopleSoft system.
- Periodically reviews assigned manuals to determine need for revision.
- Reviews completed drafts with affected organizational components to ensure appropriate format and language.
- Upon management approval, arranges for reproduction and distribution to authorized recipients.
Knowledge, Skills & 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 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
- Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries
- Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
Additional Comments
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.
The Office of the State Comptroller (OSC) does not participate in E-Verify and does not 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
Takeitha Kelley
P: (518) 474-1924
F: (518) 486-6723
[email protected]
Division Contact
Katrina Connelly
[email protected]
To Apply
Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications. Reference Item #08376- TBK on your cover letter for proper routing.
Be sure to include a copy of any unofficial transcripts if there are educational requirements / minimum qualification substitutions for this position. Documents must be sent as unlocked and accessible attachments.