Call Center Representative 1 - NY Staffing : Job Details

Title: Call Center Representative 1

Occupational Category: Clerical, Secretarial, Office Aide

Salary Grade: NS

Bargaining Unit: ASU - Administrative Services Unit (CSEA)

Salary Range: From $21 to $21 Hourly

Employment Type: Full-Time

Appointment Type: Temporary

Jurisdictional Class: Competitive Class

Travel Percentage: 0%

Workweek: Mon-Fri

Hours Per Week: 37.50

Workday: From 8:30 AM To 4:30 PM

Duties Description:

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.

Minimum Qualifications:

For Temporary/Hourly Appointment:

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.

Additional Comments:

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

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

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. Some positions may require additional credentials or a background check to verify your identity.

Name: Human Resources

Telephone: (518) ###-####

Fax: (518) ###-####

Email Address: [email protected]

Address: 99 Washington Avenue, Albany, NY, 12255

Notes on Applying:

Please be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter. To apply for this position, eligible individuals must send a resume and cover letter via e-mail to [email protected] with CCR 1 #3918 in the subject line. Resumes and cover letters must be received by the deadline listed on this posting.