What are the responsibilities and job description for the Call Center Representative 1, SG - 09 position at New York State Civil Service?
NY HELP No
Agency State Comptroller, Office of the
Title Call Center Representative 1, SG - 09 Item#00385
Occupational Category Clerical, Secretarial, Office Aide
Salary Grade 09
Bargaining Unit ASU - Administrative Services Unit (CSEA)
Salary Range From $19.83 to $19.83 Hourly
Employment Type Full-Time
Appointment Type Temporary
Jurisdictional Class Competitive Class
Travel Percentage 0%
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
County Albany
Street Address 800 N. Pearl Street
City Menands
State NY
Zip Code 12204
Duties Description
- Provides initial personal contact response over the telephone to customers regarding self-service and navigation of the PeopleSoft system.o Resolves the most straightforward requests, questions or problems by explaining and interpreting the PeopleSoft system (i.e. walks customers through the self-service functionality, on a step by step basis, for the purposes of helping them complete address changes and understanding the loan process including taxability of loans, multiple vs. refinanced loans, and loan eligibility). o Assists customers in registering for the self-service portal through identification of the callers (i.e. confirmation of names, addresses, EMPL ID’s / social security numbers, dates of birth, and last known employers).o Logs Problem Incident Reports (PIRS) in the event the PeopleSoft system is not operating as designed or there is a system defect; these incidents are reported to the Redesign Team.
- Assists in the completion of casework and resolution of other Retirement System matters, as necessary.o Scans loan forms and completes basic data entry to initiate the loan process.o Resolves calls pertaining to rudimentary Retirement System matters (i.e. form requests, death reports, faxes, etc.)
- Operates a personal computer to access mainframe data and Lotus Notes for the Retirement Systems’ various databases on laws, policies and procedures.o Demonstrates a working knowledge of the Retirement System’s MEBEL databaseo Demonstrates a working knowledge of the customized Lotus Notes databases, the Internet, and OSC’s Intranet.
Minimum Qualifications A high school diploma or have earned a high school equivalency diploma AND six (6) months of full-time equivalent experience in customer service.55b / 55c Program appointment : 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)
Additional Comments
Some positions may require additional credentials or a background check to verify your identity.
Name Takeitha Kelley
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 Applying Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications to Reference Item #00385-TBK on your cover letter for proper routing. Unofficial transcripts and / or templates will be required for certain positions. 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. If you have questions about this vacancy, please contact this Division representative : Division Contact : Katrina ConnellyEmail Address : KConnelly@osc.ny.gov
Salary : $20
