<p>Please note: State agencies that contact job applicants do not usually request personal or financial information via text message or over the phone in connection with your response to a job posting. If you are contacted for such information by these methods, or any other method, please verify the identity of the individual before transmitting such information to that person.</p> <p>Note: For questions about the job posting, please contact the agency that posted this position by using the contact information provided on the "Contact" tab for the position.</p> <p>Review Vacancy</p> <p>Date Posted 03/12/25</p> <p>Applications Due03/21/25</p> <p>Vacancy ID182600</p> <ul> <li>Basics </li><li>Schedule </li><li>Location </li><li>Job Specifics </li><li>How to Apply </li></ul> <p>NY HELPNo</p> <p>AgencyHigher Education Services Corporation</p> <p>TitleCall Center Representative 1</p> <p>Occupational CategoryClerical, Secretarial, Office Aide</p> <p>Salary GradeNS</p> <p>Bargaining UnitASU - Administrative Services Unit (CSEA)</p> <p>Salary RangeFrom $20.25 to $20.25 Hourly</p> <p>Employment Type Full-Time</p> <p>Appointment Type Temporary</p> <p>Jurisdictional Class Competitive Class</p> <p>Travel Percentage 0%</p> <p>Workweek Mon-Fri</p> <p>Hours Per Week 37.50</p> <p>Workday</p> <p>From 8:30 AM</p> <p>To 4:30 PM</p> <p>Flextime allowed? No</p> <p>Mandatory overtime? No</p> <p>Compressed workweek allowed? No</p> <p>Telecommuting allowed? No</p> <p>County Albany</p> <p>Street Address 99 Washington Avenue</p> <p>City Albany</p> <p>StateNY</p> <p>Zip Code12255</p> <p>Duties Description Duties include but are not limited to:</p> <ol> <li> <p>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.</p> </li><li> <p>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.</p> </li><li> <p>Assists students, parents and financial aid officers with processing accounts and resolves problem situations which may prevent an application from being processed.</p> </li><li> <p>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.</p> </li><li> <p>Troubleshoots, identifies, and addresses application processing problems.</p> </li><li> <p>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.</p> </li><li> <p>Updates account information in various electronic systems.</p> </li><li> <p>Assigns Help Desk tickets to appropriate HESC staff and tracks accounts on spreadsheets and databases for possible resolution.</p> </li><li> <p>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.</p> </li><li> <p>Completes NYS mandatory training requirements and required training set forth by the agency and/or program area.</p> </li></ol> <p>Minimum Qualifications MINIMUM QUALIFICATIONS:</p> <p>For Temporary/Hourly Appointment:</p> <p>Sixty college semester credit hours and one year of work experience in customer service;</p> <p>OR</p> <p>A high school diploma or GED AND two years of work experience in customer service.</p> <p>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</p> <p>PREFERRED QUALIFICATIONS:</p> <ol> <li> <p>Proficiency in MS Office.</p> </li><li> <p>Detail oriented, effective time management and organizational skills.</p> </li><li> <p>Ability to perform tasks effectively within prescribed time frames.</p> </li></ol> <p>Additional Comments The hours of this position require working between 8:30 a.m. and 4:30 p.m. (No Alternative Work Schedule).</p> <p>Benefits of Working for NYS</p> <p>Generous benefits package, worth 65% of salary, including:</p> <p>Holiday & Paid Time Off</p> <ul> <li>Fourteen (14) paid holidays annually, plus two (2) floating holidays </li><li>Up to Thirteen (13) days of paid vacation leave annually </li><li>Up to Five (5) days of paid personal leave annually </li><li>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 </li><li>Up to three (3) days of professional leave annually to participate in professional development </li><li>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. </li></ul> <p>Health Care Benefits</p> <ul> <li>Eligible employees and dependents can pick from a variety of affordable health insurance programs </li><li>Family dental and vision benefits at no additional cost </li></ul> <p>Additional Benefits</p> <ul> <li>New York State Employees' Retirement System (ERS) Membership </li><li>NYS Deferred Compensation </li><li>Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds </li><li>Public Service Loan Forgiveness (PSLF) </li><li>And many more. </li></ul> <p>Some positions may require additional credentials or a background check to verify your identity.</p> <p>Name Human Resources</p> <p>Telephone (518) 474-7556</p> <p>Fax (518) 473-6685</p> <p>Email Address resumes@hesc.ny.gov</p> <p>Address</p> <p>Street 99 Washington Avenue</p> <p>City Albany</p> <p>State NY</p> <p>Zip Code 12255</p> <p>Notes on ApplyingPlease be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter.</p> <p>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.</p>