Estimated Length: up to 24 months Monday-Friday/9:00am-5:00pm (full-time preferred, but part-time is available within these hours)

Days of Work: Monday – Friday

Telecommuting: Selected candidate(s) will work 100% onsite for the first 10 to 12 weeks and thereafter may telecommute up to five days per two-week pay period with supervisor approval. After the selected candidate(s) have worked a minimum of 38 weeks and been trained on the New York State and Local Retirement System’s (“Retirement System”) Member Self Services, Death/Survivor Services, and Loans Services, the selected candidate may telecommute up to 100% provided they meet the same requirements as a permanent employee (i.e., completing 10 hours of overtime and maintaining a 65% adherence rate within each two-week pay period).

Requirements

Background: Selected candidate(s) will work in the Retirement System’s Call Center. The Call Center is the primary contact for Retirement System members beneficiaries and retirees, providing customer service through a variety of methods. The Call Center also mails forms and booklets, takes death reports, changes addresses and sends information to members and their employers.

Job Duties: 
Selected Candidates will:
• Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System’s portal, which will include:
o Resolving customer requests, questions, or problems by explaining and interpreting their account information in Retirement Online (e.g., walking customers through the self-service functionality, on a step-by-step basis, for the purposes of helping them complete address changes, password resets, enrollments and understand the loan process).
o Updating information on Death/Survivor Services (e.g., taking reports of passing, providing forms assistance, and explaining death beneficiary process).
o Assisting customers in registering for Retirement Online through identification of the callers (e.g., confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).
o Documenting callers’ issues with system use and logs Problem Incident Reports (PIRS) in the event that Retirement Online is not operating as designed or there is a system defect. 

• Assist in the completion of casework and resolution of other Retirement System matters, as necessary, which will include:
o Scanning loan forms and completing basic data entry to initiate the loan process.
o Resolving calls pertaining to rudimentary Retirement System matters (e.g., form requests, death reports, faxes).
o Accessing and navigating Retirement Online, the Internet and Client's Intranet.
o Other duties as assigned.

Preferred Qualifications:
The Office of the State Comptroller is seeking candidates that:
• Exhibit excellent interpersonal skills with staff and customers, both in-person and over the telephone.
• Possess effective oral and written skills.
• Perform tasks accurately and within specific time frames.
• Can operate a personal computer or laptop.
• Able to learn and use the Retirement’s System’s databases, Retirement Online, the Internet and Client’s Intranet to access Retirement System laws, policies and procedures and respond to customer inquiries.
• Spanish speaking is a plus.

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