Call Center Representative 1 (HESC; Temp)

In 2022, Higher Education Services Corporation (HESC) developed and released an RFP to outsource all programs & systems in a secure cloud solution, as well as most customer support services. HESC is now looking for Business Analysis and Project Management talent to work on one of the largest, far reaching New York State projects. This project is scheduled to start in March 2023 and be completed in 3 years with an additional 2 years to ensure system stability and retirement of older legacy systems. For continuity, HESC is approved for 2 five-year extensions with the vendor. This project will transform the way students, parents, and colleges partner with HESC for all their financial aid goals.

HESC is looking to fundamentally shift its focus to incorporate customer experience design and enhanced performance in 100 percent of its grant, scholarship, and LF programs. The objective is to replace all current legacy systems and business/clerical processes by moving to a state-of-the-art outsourced information system that improves efficiency, increases productivity, reduces costs, and most of all, significantly improves the overall student/parent and school experience.

HESC is New York State’s student financial aid agency and a national leader in providing need-based grant and scholarship award money to college-going students. At HESC’s core are programs like the Tuition Assistance Program (TAP), Excelsior Scholarship, and Enhanced Tuition Awards programs, and more than two dozen other State scholarship and award programs. HESC puts college within the reach of hundreds of thousands of New Yorkers each year through programs like these and through the guidance it provides to students, families, and counselors.

HESC administers a total of 28 financial aid programs, and last year helped more than 300,000 students achieve their college dreams by providing more than $890 million in grants, scholarships, and loan forgiveness benefits, including $700 million awarded through TAP alone.

Are you working in the customer call center industry but tired of working nights and weekends? Do you believe that a healthy work-life balance is essential for a fulfilling career? If so, then HESC’s has the perfect opportunity for you!

HESC is currently seeking a highly motivated and customer-focused Call Center Representative 1 to join our team. With a Monday through Friday schedule and no weekend, holiday or night shifts, HESC values your time and contributions.

If you are passionate about customer service and work-life balance, we encourage you to apply for this exciting opportunity.

HIGHER EDUCATION SERVICES CORPORATION

VACANCY NOTICE #: 3918

FILING DEADLINE: February 22, 2024

JOB TITLE: Call Center Representative 1 (HESC)

SALARY GRADE: NS, $20.25/hourly

WORK LOCATION: Contact Center

TYPE OF APPOINTMENT: COMPETITIVE // TEMPORARY HOURLY

NEGOTIATING UNIT: ADMINISTRATIVE

DESCRIPTION OF JOB DUTIES:

Duties include but are not limited to:

1. Utilizes various information systems to track and respond to phone call inquiries from students, parents, schools, and lenders regarding higher education funding programs under the purview of HESC.

2. Interprets and explains federal and State rules and regulations concerning financial aid and other higher education funding programs under the purview of HESC, primarily by telephone.

3. Assists students, parents and financial aid officers with processing accounts and resolves problem situations which may prevent an application from being processed.

4. Advises students and parents on the application process and interviews students and parents to obtain relevant information to determine eligibility for programs and the status of financial aid programs.

5. Troubleshoots, identifies, and addresses application processing problems.

6. Researches and gathers account processing information from HESC operational divisions to advise applicants what is needed to complete the review and processing of their application.

7. Updates account information in various electronic systems.

8. Assigns Help Desk tickets to appropriate HESC staff and tracks accounts on spreadsheets and databases for possible resolution.

9. Routes calls to appropriate individuals or divisions within HESC, various federal program areas and servicers as necessary. Utilizes required technology appropriately i.e., Virtual Contact Center (VCC) telephone system/AUX event buttons.

10. Completes NYS mandatory training requirements and required training set forth by the agency and/or program area.

Benefits of Working for NYS
Generous benefits package, worth 65% of salary, including:

Holiday & Paid Time Off

• Fourteen (14) paid holidays annually, plus two (2) floating holidays
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
• Up to three (3) days of professional leave annually to participate in professional development
• Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview .

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

NOTE: The hours of this position require working between 8:30 a.m. and 4:30 p.m. (No Alternative Work Schedule).

MINIMUM QUALIFICATIONS:

Sixty college semester credit hours and one year of work experience in customer service;**

OR

A high school diploma or GED AND two years of work experience in customer service.**

**Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position

PREFERRED QUALIFICATIONS:

1. Proficiency in MS Office.

2. Detail oriented, effective time management and organizational skills.

3. Ability to perform tasks effectively within prescribed time frames

APPLY TO: resumes@hesc.ny.gov

IDENTIFICATION #: 3918

Job Types: Full-time, Temporary

Pay: $20.25 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $20