Overview
From $74,193 to $94,121 Annually
800 North Pearl Street
Menands, NY 12204
Minimum Qualifications
You must be eligible to transfer to this title under Section 70.1 of the Civil Service Law or eligible under the 55 b/c program.
70.1 transfer:
For 70.1 transfer to Retirement Systems Information Representative 2 (SG-20), you must have one year of permanent competitive or 55-b/55-c service as a Retirement Systems Information Representative 1 (SG-18); OR one year of permanent competitive service as an Employees’ Retirement System Examiner 4 (SG-18).
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.
Duties
This position is located within the Bureau of Benefit Information Services, Division of Retirement Services and is responsible for:
- Supervises a professional staff consisting of unit supervisor(s) and phone representatives.
- Assists subordinate staff as necessary by resolving inquiries of the most complex nature offered by customers in a variety of forums, including calls, emails and written correspondence, 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.
- Conveys performance expectations to staff to ensure quality service is maintained.
- Reviews performance of staff periodically through observation of interviewing techniques over the telephone, review of email responses, customer feedback, and reports detailing employee progress.
- Discusses problems and suggests corrective measures to staff.
- Assists in the recruitment and development of all staff.
- Designs and directs training for new Call Center agents, as well as institutes ongoing programs for established employees.
- Develops training plans for new hires consistent with their specific job duties and previous experience.
- Participates in the scheduling of new employees for classes designed to develop individual qualities necessary for the Call Center, including inter-personal skills, proper writing techniques, and computer and email knowledge.
- Initiates training programs relevant to daily duties, including comprehension of necessary databases, scheduling of consultation site interviews, e-mail transactions, and website and toll-free service.
- Assesses training and development needs of established employees by observing performance and gathering information regarding benefits administration from the Division’s program managers.
- Researches various sources to find information, materials, and technologies to help in the design and development of new training programs.
- Demonstrates extensive knowledge of the 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.
- Represents the Call Center at meetings.
- Answers or obtains the answers to complex benefit administration questions.
- Develops and champions initiatives to improve the delivery of information to members/employers.
- Assists in the development and implementation of internet-based applications and other innovative information sharing techniques. Researches and recommends new technologies and makes relevant suggestions/recommendations regarding technology that enables customer service.
- Interprets feedback from System members, pensioners and employees regarding System policies and procedures, and proposes methods to improve the quality of customer service to Bureau management.
- Oversees the development and improvement of infrastructure or special projects that support the information programs.
- Coordinates scheduling as well as assigning of adequate staff and technologies for Retirement benefit seminar programs to groups statewide. Ensures that appropriate information is available for special presentations, such as those for members of special plans or PFRS.
- Confers with representatives of participating employers, public employers and union groups as necessary regarding benefits provided to covered employees, impact of austerity and employee layoffs of retirement benefit coverage and benefit cost, and compliance with Retirement System rules and regulations.
- Assumes responsibility for the conceptual development, committee adoption and approval of bidding, contract processing and eventual production of various informational mailings.
Knowledge, Skills & Abilities
- Exhibits excellent interpersonal skills with staff and customers over the telephone and in-person as necessary.
- 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
- Demonstrates the ability to perform complex mathematical calculations as necessary
- Acquires, retains and applies extensive Retirement System knowledge to respond to customer inquiries of the more complex nature
- Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
Additional Comments
Telecommuting
The Office of the New York State Comptroller supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, new employees 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, employees may telecommute up to 5 days per pay period but may be approved to telecommute less.
Reasonable Accommodation
The Office of the New York 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 New York State 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 does not participate in E-Verify or 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
Takeitha Kelley
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 #07349-TBK on your cover letter for proper routing. Documents must be sent as unlocked and accessible attachments.