Overview
From $66,951 to $85,138 Annually
110 State Street
Albany, NY 12236
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.
70.1 Transfer:
To be eligible for a 70.1 transfer, an individual must have one year of permanent competitive service in a qualifying title.
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.
Provisional and/or Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as an Employees’ Retirement System Examiner 3, SG-15 (formerly Employees’ Retirement System Examiner 4, SG-15).
Provisional and/or NCP notes:
If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.
If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service Law.
Duties
This position is located within the Service Credit and Case Resolution Unit reporting to the Bureau of Benefit Calculations and Disbursment Services and the Retirement Services Executive Bureau, Division of Retirement Services and is responsible for:
Supervision
- Directly supervises a professional staff consisting of ERSE 3 employees in the Service Credit and Case Resolution Section who are dedicated to completing Service Credit Reviews, as well as other cases such as service retirement, recalculations and finalizations.
- Reviews and approves service retirement finalization and recalculation cases and other priority/escalated cases for the Division.
- Reviews Service Credit Review for accuracy and approves any necessary adjustments.
- Provides final approval for all cases pertaining to member requests.
- Conveys performance expectations to staff to ensure quality service is maintained.
- Periodically reviews performance of staff through the number of completed cases, observation of interactive skills with customers over the telephone, writing skills based on email responses, and their ability to resolve inquiries thoroughly and accurately.
- Discusses problems and suggests corrective measures to staff.
- Ensures appropriate span of control in the form of adequate staffing to complete service retirement and finalization cases, benefit projections, service determinations and Service Credit Reviews, as well as enough employees to respond to incoming calls and emails from customers.
- Assists in the determination of approval of time-off for subordinate staff and adjusts schedules as necessary.
Case Processing Oversight & Support
- Provides support to determine ways to improve delivery of service to customers specific to the Service Credit and Case Resolution Section and the Division bureaus that handle other priority cases.
- Assists in the development, implementation, testing and maintenance of internet-based applications and other innovative information sharing techniques related to service credit review, service retirement and finalization cases, and all member request cases, while supervising their progress.
- Oversees the training of subordinate staff to ensure they have the knowledge and technology necessary to complete priority cases.
- Helps prepare charts and pertinent analyses to assess performance of subordinate staff, forecast caseloads, and seek refinements to help ensure performance targets are met.
- Works with Section Managers to determine future staffing needs.
- Works in conjunction with project managers, helping facilitate the projects at management level and allocating staffing resources as necessary.
- Interprets feedback from System members, retirees and employees regarding System policies and procedures, and proposes methods to improve the quality of customer service to Bureau management.
- Recommends upper management policies, plans and procedures that will improve delivery of service while ensuring that staff implements these rules accordingly when assisting customers.
- Provides personal contact response by telephone, email or through written correspondence to members and retirees seeking information regarding their cases.
- Assists staff in resolving inquiries of most complex nature as necessary to ensure that members and retirees receive both pertinent information and timely service.
- Assists in the application and distribution of new retirement legislation and the resulting rules and regulations.
- Gathers feedback from System members, retirees and employees regarding System policies and procedures.
- Demonstrates extensive knowledge of the Retirement and Social Security Law (RSSL) and other Retirement related law, the Comptroller’s Rules and Regulations, and other Retirement policies and procedures.
- Provides written communications concerning changes in Law, policy, or procedure to staff.
- Ensures the status of pending legislation is communicated to staff often and routinely.
- Serves as a liaison with the various Bureaus within the Division, assuring that all policies and procedures of the Division are carried out.
- Answers or obtains the answers to complex benefit administration questions.
- Attends Administrative Hearings and meetings as necessary, demonstrating expertise pertaining to various Retirement System assignments.
Knowledge, Skills & Abilities
(1) Must possess an in-depth understanding of the laws, rules, regulations, legal opinions, and established written procedures of New York State and Local Retirement Systems.
(2) Must demonstrate a high level of proficiency in the ability to prepare, understand and interpret written materials, including law, policies, procedures, reports, correspondence, and various forms of performance statistics and metrics.
(3) Must demonstrate strong technical expertise, understand technical specifications and write technical information in understandable terms.
(4) Must have the ability to communicate clearly and effectively to all levels of staff, as well as internal and external customers.
(5) Must have the ability to design and present retirement curricula to internal and external customers (e.g., employers, members).
(6) Must demonstrate a high level of competence regarding the principles and practices of administrative and technical supervision.
Additional Comments
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.
Some positions may require additional credentials or a background check to verify your identity.
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
David Heaphy
P: (518) 474-1924
F: (518) 486-6723
[email protected]
Division Contact
Katrina Connelly
[email protected]
To Apply
Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications. Reference Item #07917(Multiple)-DJH on your cover letter for proper routing. Documents must be sent as unlocked and accessible attachments.
Items included: 07917, 08522