Call Center Representative 1, SG 09(NYHELPS)Item# 08227(Multiple)

Posted on: 07-05-2025

Description:

Duties Description This position is located within the Bureau of Benefit Information Services, Division of Retirement Services and is responsible for: 

• 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 database
 o Demonstrates a working knowledge of the customized Lotus Notes databases, the Internet, and OSC's Intranet.
 
 Minimum Qualifications Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.
 
 No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.
 
 Non-Competitive Qualifications for appointment under the NYHELPS Program:
 High school graduation or equivalency and one year of experience in a position where your primary responsibility was providing customer service to the general public, either in an environment with substantial face-to-face interaction or in a call center environment.
 
 OR
 
 30 college semester credit hours.
 
 Competitive Minimum Qualifications:
 You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.
 Transfer:
 For 70.1 transfer to Call Center Representative 1, SG-9, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-7 or above.
 
 To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)
 
 Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
 
 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 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

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.
 
 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

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

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