Call Center Representative 1 Position Available In Albany, New York

Basics Schedule Location Job Specifics How to Apply Indicates whether if this vacancy posting is part of the

NY HELPS

Program. NY HELP No The agency in which the vacancy exists. Agency Higher Education Services Corporation The job title for the vacancy. Title Call Center Representative 1 The job title for the vacancy. Occupational Category Clerical, Secretarial, Office Aide The salary grade for this vacancy. Salaries are determined by salary grade and bargaining unit. Salary Grade NS The collective bargaining unit to which this vacancy is assigned. Bargaining Unit ASU – Administrative Services Unit (CSEA) The minimum and maximum of the salary range for this vacancy. Salary Range From $20.42 to $20.42 Hourly Indicates whether this job is full-time or part-time. If the job is part-time, an estimated percentage will be provided. Employment Type Full-Time This indicates the type of job, typically permanent, temporary, or provisional. ‘Provisional’ means that the appointment will be temporary until the incumbent takes and passes an appropriate civil service examination. Appointment Type Temporary Jurisdictional class is the indicator for how this job can be filled. The classified service is governed by the Civil Service Commission, and consists of competitive, non-competitive, exempt, and labor classes. ‘Competitive class’ indicates that the applicant must take and pass an appropriate civil service examination. ‘Non-competitive class’ indicates that the applicant’s qualifications will be evaluated without a civil service examination. ‘Exempt class’ indicates that the applicant will be evaluated by methods other than competitive or non-competitive, and that incumbents will not be granted tenure. ‘Labor class’ requires that applicants possess skills or other physical characteristics that cannot effectively be evaluated by other means. The unclassified service is legislatively defined, and includes such positions as elected officials, department and agency heads, and all academic personnel in public schools, colleges, and universities. Jurisdictional Class Competitive Class Estimates the percentage of time incumbents of this vacancy will be required to travel. Travel Percentage 0% This provides information on the expected workweek. Workweek Mon-Fri The number of hours in the workweek, typically 37.5 or 40 for full time, or any other number for part time. Hours Per Week 37.50 Workday The start time for this vacancy. If the agency employs flextime, this will be the earliest time this vacancy’s shift can start. From 8:30 AM The end time for this vacancy. If the agency employs flextime, this will be the latest time this vacancy’s shift can end. To 4:30 PM If checked, the agency allows flextime. Flextime allowed? No If checked, this vacancy includes mandatory overtime. Mandatory overtime? No If checked, this agency allows compressed workweek scheduling. Compressed workweek allowed? No If checked, this agency allows telecommuting for this position. Telecommuting allowed? No The county in which the vacancy is located. County Albany The street address where the vacancy is located. Street Address 99 Washington Avenue The city where the vacancy is located. City Albany The state where the vacancy is located (the default is New York). State NY The zip code where the vacancy is located. Zip Code 12255 The duties that the incumbent of the vacancy will be expected to perform. Duties Description Duties include but are not limited to: 1.Utilizes various information systems to track and respond to phone call inquiries from students, parents, schools, and lenders regarding higher education funding programs under the purview of HESC. 2.Interprets and explains federal and State rules and regulations concerning financial aid and other higher education funding programs under the purview of HESC, primarily by telephone. 3.Assists students, parents and financial aid officers with processing accounts and resolves problem situations which may prevent an application from being processed. 4.Advises students and parents on the application process and interviews students and parents to obtain relevant information to determine eligibility for programs and the status of financial aid programs. 5.Troubleshoots, identifies, and addresses application processing problems. 6.Researches and gathers account processing information from HESC operational divisions to advise applicants what is needed to complete the review and processing of their application. 7.Updates account information in various electronic systems. 8.Assigns Help Desk tickets to appropriate HESC staff and tracks accounts on spreadsheets and databases for possible resolution. 9.Routes calls to appropriate individuals or divisions within HESC, various federal program areas and servicers as necessary. Utilizes required technology appropriately i.e., Virtual Contact Center (VCC) telephone system/AUX event buttons. 10.Completes NYS mandatory training requirements and required training set forth by the agency and/or program area. The minimum qualifications required for this vacancy. Minimum Qualifications

MINIMUM QUALIFICATIONS

For Temporary/Hourly Appointment:

Sixty college semester credit hours and one year of work experience in customer service;

• OR A high school diploma or GED AND two years of work experience in customer service.
• Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position

PREFERRED QUALIFICATIONS

1.Proficiency in MS Office. 2.Detail oriented, effective time management and organizational skills. 3.Ability to perform tasks effectively within prescribed time frames. Additional comments regarding the vacancy. Additional Comments The hours of this position require working between 8:30 a.m. and 4:30 p.m. (No Alternative Work Schedule). Benefits of Working for NYS Generous benefits package, worth 65% of salary, including: Holiday & Paid Time Off

• Fourteen (14) paid holidays annually, plus two (2) floating holidays
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
• Up to three (3) days of professional leave annually to participate in professional development
• Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview. Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

Some positions may require additional credentials or a background check to verify your identity. The name of the contact person for this vacancy. Name Human Resources The telephone number to use for questions about this vacancy. Telephone (518) 474-7556 The fax to use for this vacancy. Fax (518) 473-6685 Email address for emailing applications, or to ask questions about this vacancy. Email Address resumes@hesc.ny.gov Address The street address of the contact for this vacancy. Street 99 Washington Avenue The city for the contact for this vacancy. City Albany The state of the contact for this vacancy (the default is New York). State NY The zip code for the contact for this vacancy. Zip Code 12255 Instructions for potential applicants. Notes on Applying Please be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter. To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with “CCR 1 #3918” in the subject line. Resumes and cover letters must be received the deadline listed on this posting.