Call Center Representative 1, (SG - 14) Item#

Responsibilities Respond to customer inquiries and provide information about agency programs and services in-person or by telephone. Conduct interviews to secure complete information and identify the appropriate course of action. Contact New York State agencies and the private sector to gather information to resolve complaints and process requests. Utilize information systems to track and respond to inquiries from customers. Explain and interpret information by telephone to applicants, clients, and other customers. Interview applicants, claimants, and other persons who request services to obtain needed information for forms, records, or other documents. Schedule interviews, hearings, and appointments for clients, applicants, and other persons. Draft correspondence in reply to in-person and telephone requests from clients, applicants, and other persons. Minimum Qualifications High School diploma or earned High School Equivalency diploma. Six (6) months of full‑time equivalent work experience in customer service, OR 30 semester credit hours. Eligibility for a 55b/c Program appointment, subject to verification (see NYS Department of Civil Service website). Preferred Qualifications Excellent interpersonal skills with staff and customers, both in-person and over the telephone. Effective oral and written communication skills. Ability to perform tasks accurately and within specific time frames. Proficiency with customized Lotus Notes Databases, the PeopleSoft system, the Retirement System’s MEBEL database, the Internet and OSC’s Intranet. Knowledge of Self‑Service Application and basic Retirement System procedures to respond to customer inquiries. Benefits State pension with vesting after five years of service. Comprehensive medical, dental and vision insurance available to employees and dependents. Flexible spending accounts for dependent and health care expenses. Productivity Enhancement Program (PEP) allowing eligible employees to exchange leave for health insurance credits. 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. Committed continuous learning environment. Informational Brown Bag sessions. Wellness at Work Programs. OSC Mentoring Program for networking and professional development. And more benefits. Telecommuting Policy Telecommuting is supported where it is reasonable based on the agency’s mission and operational needs. Employees may be restricted from telecommuting for an initial 8‑week period. After this period, employees may be allowed to telecommute up to five days per pay period, subject to approval. Reasonable Accommodation Reasonable accommodations are available to applicants with disabilities. Notify the Division of Human Resources at View phone number on click.appcast.io for assistance. Equal Opportunity Employment The Office of the NYS Comptroller values a diverse workforce and requires all employees to contribute to a professional environment of inclusion and support. Additional Information The Office of the NYS Comptroller does not participate in E‑Verify or sponsor visa applications. #J-18808-Ljbffr