Call Center Representative
Job Description
About the Role
Call Center Representative
Location: NY-Menands
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, registration numbers/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 Systems MEBEL database
Demonstrates a working knowledge of the customized Lotus Notes databases, the Internet, and OSCs Intranet.
Additional CommentsDesired Competencies:
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 Systems MEBEL database with its 60 different case types and action codes, the Internet and OSCs 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 agencys 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 employees duties and work performance are aligned with telecommuting they may be allowed to do so. Upon approval to telecommute, OSC employees may telecommute up to 5 days per pay period.
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.
Some positions may require additional credentials or a background check to verify your identity.
