Overview
From $55,152 to $70,317 Annually
800 North Pearl Street
Menands, NY 12204
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 Employees’ Retirement System Examiner 3, SG-15, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-13 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.
Provisional and/or 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 an Employees’ Retirement System Examiner 2 (SG-12).
Provisional and/or NCP notes:
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.
If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service Law.
Duties
- Acts as a liaison between the Call Center and various processing units to obtain service commitments. Provides first-level supervision and acts as a resource to a unit of ERSE 2 phone agents and possible other subordinate staff, assisting Retirement System members, retirees, beneficiaries, employers, attorneys, financial planners and legislators during the interview process.
- Conveys performance expectations to staff to ensure quality service is maintained.
- Periodically reviews performance of staff through observation of interviewing techniques, feedback, and reports detailing the number of consultation visits.
- Discusses problems and suggests corrective measures to staff.
- Oversees clerical employees, including secretarial and other support staff.
- Resolves phone calls from customers with questions of the most 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 ERSE 2 staff and Call Center representatives.
- Researches points of law and administrative interpretations in order to provide detailed answers to the most complex questions.
- Ensure that Retirement System information, including that generated by new legislation, is regularly communicated to our customers.
- Conducts necessary training of staff, both within the BIS Bureau and throughout the Division, for any subject matter that needs to be provided to our customers in a timely manner.
- Performs necessary testing of both the MEBEL and PeopleSoft systems, as well as any Notes databases affected by new legislation, along with our Interactive Voice Response (IVR) system that is interrelated with MEBEL and PeopleSoft.
- Travels to various consultation sites throughout New York State as necessary, preparing training materials such as PowerPoint presentations and compiling reference materials for the customers.
- Attends project meetings regarding legislation, and relays this information both to Call Center agents and our customers
- Acknowledges, responds to, and approves customer e-mail inquiries and written correspondence from customers.
- Researches 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 replies in a standardized business format.
- Reviews email responses prepared by subordinate staff for accuracy, grammar, spelling and punctuation.
- Develops standardized answers to Frequently Asked Questions. Develops appropriate recommendations of refinements of procedures to management that will improve customer service throughout the Benefit Information Services Bureau.
- Forecasts trends such as peak volumes of workload and most frequently asked questions by customers.
- Suggests implementation of new technologies, including Interactive Voice Response systems, databases, and other programs.
- Proposes modification of appropriate bureau staffing, such as locations and duties, to ensure an appropriate number of agents are available to respond to member inquiries via telephone, emails and interviews.
- Recommends revisions of current work policies, including breaks, lunches, length of interviews, and logging of previous interview information in order to better accommodate our members.
- Analyzes data concerning current productivity for each consultation site
- Travels to sites as necessary, collecting pertinent data through various means, including viewing interview process and procedures, conferences questionnaires, reports and on-site observations.
- Makes proposals to management concerning possible additional resources [tables and chairs, computer equipment, etc.], building upkeep, interview procedure modifications, rescheduling of days and hours of operation and, if necessary, the closing and/or relocation of a site.
- Reviews and updates written materials, including organizational policy, administrative and procedural manuals
- 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
- 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
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.
David Heaphy
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# 07350-DJH on your cover letter for proper routing.