Call Center Representative 1, SG - 09 Item#00385

Duties Description

• Provides initial personal contact response over the telephone to customers regarding self-service and navigation of the PeopleSoft system.
• 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).
• 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).
• 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.
• Scans loan forms and completes basic data entry to initiate the loan process.
• 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.
• Demonstrates a working knowledge of the Retirement System’s MEBEL database
• 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

• 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
  
  

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.