Overview
From $65,001 to $82,656 Annually
800 North Pearl Street
Menands, NY 12204
Minimum Qualifications
The incumbent must have at least six (6) years of experience in outreach, training, communications, marketing, customer service or public relations. This experience must include the following, which may be concurrent:
- Two (2) years of experience providing operational assistance and support, over the phone or in person, regarding program specific processes and procedures.
OR
- Two (2) years of experience in the development or delivery of training regarding detailed policies, procedures or technology.
- An Associate's Degree may be substituted for two (2) years of general experience.
- A Bachelor's Degree may be substituted for four (4) years of general experience.
*Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary aspect for accomplishing the duties of the position. Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes cashier, fast-food worker, gas station attendant, or security guard.
Duties
The incumbent will be responsible for, but not limited to, helping to prepare employers for new employer reporting and member enrollment functionality through Retirement Online and to guide employers through the certification process; training and certifying employers in the processes to successfully submit transactions in the Enhanced format, and proving assistance and support to employers through their transition as well as after transition is complete. Transition teams will be formed to move groups of employers through the transition process, support phase and ongoing operations, in a managed timeframe.
Under the direction of a Transition Team Unit Lead, the incumbent(s) duties may include, but are not limited to:
- Provide one-on-one coaching to assigned NYSLRS employers for the purposes of achieving Gold Certification, training activities, and subsequently successful report submission;
- Manage the performance of Gold Certification activities of employers as assigned;
- Work with assigned employers to complete file submission process as needed;
- Work one-on-one with employers as assigned, and as needed, to facilitate complete of required activities, including understanding of reporting error resolution, follow up on notifications, and familiarity with Retirement Online Employer pages (e.g. enrollment dashboard, improper withholdings, etc.);
- Work with other Transition Team members to ensure Employers have the support needed, including Technical support;
- Perform knowledge transfer activities to Transition coaches as they are hired or assigned to the team;
- Create communications and training materials, as needed, to facilitate completion of required certification activities for employers;
- Support employers with the goal of creating successful participating NYSLRS Employers;
- Collect data to support the monitoring and reporting of transition trends to validate the resource strategy and future staffing needs;
- Provide status of assigned employers as determined by the Employer Readiness and Transition Team;
- Triage and escalation of issues requiring the next level of support;
- Perform direct outreach to employers and/or service providers in support of Gold Certification activities through email or phone or in-person;
- Provide information to impacted employer security holders to inform them of next steps for certification and/or training;
- Provide required assistance to employers regarding registering for certification and training sessions; maintain schedules for Gold Certification and transition as necessary;
- Develop and/or revise support materials for Gold Certification or retaining efforts, as necessary;
- Collect data to support the monitoring, tracking and reporting of progress against goals and objectives;
- Provide tracking, logistics, and strategic support for certification activities;
- Strive to provide first contact resolution to employers.
Desired Competencies
- Proficient in MS Excel (pivot tables, charts, excel functions)
- Basic understanding of database and Structured Query Language (SQL)
- Basic understanding of object oriented programming language
- Familiarity with Human Capital Management and Customer Relationship Management software
- Experience with Oracle Applications including PeopleSoft
- Demonstrated ability to prepare, understand and interpret often complex written materials, and design and present curricula to diverse audiences.
- Excellent oral, written and interpersonal communication skills, including demonstrated ability to communicate clearly and effectively over the telephone and in-person.
- Demonstrated ability to work independently, as well as effectively in a team environment.
- Experience working successfully in a deadline driven environment where accuracy and attention to detail is required.
To Apply
Submit a clear, concise cover letter and resume, an unofficial copy of your transcripts and a completed copy of this template. Reference Item #06676(2)-DJH on your cover letter for proper routing.
To access the required template, copy the link above and paste it into your web browser, then download, complete, and save to submit with your email response. Interview selection is based solely on the information provided.