Call Center Representative 1 (TEMP), SG - 09 - StateJobsNY : Job Details

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 in the completion of casework and resolution of other Retirement System matters, as necessary. Process address changes, demographic updates, self-service updates, form requests, death reports, faxes, etc.

Operates a personal computer to access Retirement Systems' various databases on laws, policies and procedures.

A high school diploma or have earned a high school equivalency diploma AND six (6) months of full-time equivalent experience in customer service. OR Thirty (30) college semester credit hours. 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).

Knowledge, skills, and abilities: 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. Part time positions may be available upon completion of training. Full-time, in-person training is approximately 8-12 weeks.

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) ###-####.

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. The Office of the State Comptroller (OSC) does not participate in E-Verify and does not sponsor visa applications.

OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:

• A state pension with vesting after five years' service
• Comprehensive medical, dental and vision insurance available to all employees and their dependents
• Flexible spending accounts for dependent and health care
• Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
• Public Service Loan Forgiveness (PSLF)
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• Holiday and paid time off
• Shift and geographic pay differentials
• A committed continuous learning environment
• Informational Brown Bag sessions
• Wellness at Work Programs to promote employee health and wellness
• OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
• And much more