Duties

This position is located within the Bureau of Benefit Information Services, Division of Retirement Services and is responsible for:

• Provides direct supervision and acts as a resource to Information Representative 2, ERSE 4, ERSE 3 and ERSE 2 staff.
  • Develops strategies, work plans and priorities associated with the distribution of retirement information to Systems’ members and retirees.
  • Assists subordinate staff as necessary in order to resolve customer inquiries.
  • Assists in the scheduling of staff to outreach services, dependent upon customer demand, to ensure quality service is maintained.
  • Improves and maintains the coordination and planning critical to the success of the NYSLRS Contact Center.
  • Works with managerial staff from the Information Office to ensure customer demand is met wherever it is greatest, including having Albany Information Office staff respond to incoming telephone calls and emails when necessary to resolve customer inquiries in a timely manner.
  • Meets with subordinate employees on a regular basis to ensure quality service is maintained, discussing problems and suggesting corrective measures to staff.
  • Reviews and/or approves work processed by subordinate staff, including: email responses, benefit projections, death reports, lost check reports, etc. to ensure thoroughness and accuracy of information provided to our customers as well as to employees throughout the Division.
• Oversees the design and direction of training for new subordinate staff, as well as the institution of ongoing programs for established employees.    
  • Develops and implements training plans for new hires consistent with their specific job duties and previous experience.
  • Schedules new employees for classes designed to develop individual qualities necessary for providing customer service, including inter-personal skills, proper writing techniques, and computer and email knowledge.
  • Assists in initiating training programs relevant to daily duties, including comprehension of necessary databases, scheduling of consultation site interviews, email 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.
  • Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
  • Researches various sources to find information, materials, and technologies to help in the design and development of new training programs.
• Assists in the development and evaluation of all staff associated with the Call Center.
  • Coordinates scheduling and assigning of staff to respond to emails while maintaining sufficient phone consultation coverage.   
  • Assesses staff training and development programs to determine adequacy and future direction
  • Completes weekly reports to determine if service levels are maintained, and relays this information to upper management to ensure alignment with performance commitments.
  • Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
  • Helps conduct cross-bureau training for proper allocation of resources as demand dictates.
• Implements and oversees policies, plans and procedures that will improve delivery of service to customers.
  • Helps develop and implement internet-based applications and other innovative information sharing techniques.
  • Gathers feedback from System members, pensioners and employees regarding System policies and procedures, and suggests methods to improve the quality of customer service to upper management.
  • Helps ensure adequate staff and technologies for Retirement benefit seminar programs to groups statewide, and that appropriate information is available for special presentations, such as those for members of special plans or PFRS.
  • Recommends to upper management policies, plans and procedures that will improve delivery of service while ensuring that staff implements these rules accordingly when assisting customers.
• Demonstrates extensive knowledge of the RSSL and other Retirement related law, the Comptroller’s Rules and Regulations, and other Retirement policies and procedures.
  • Reviews and provides written communications concerning changes in Law, policy, or procedure to subordinate staff.
  • Communicates the status of pending legislation to subordinate staff often and routinely.
  • Evaluates and helps interpret existing legislation.
  • Represents the Call Center at staff meetings
• Performs a variety of high-level administrative functions
  • Serves as a liaison with the various Bureaus within the Retirement Systems, as well as with members, pensioners, beneficiaries and other associated parties, to assure that all policies and procedures of the Retirement Systems are carried out.
  • Reviews and analyzes pending legislation for its possible impact on administrative problems and/or decisions.
  • Communicates to professional staff and superiors any employer reporting problems and the status of report processing.
  • Provides sufficient back-up to contemporary ERSE 5 employees throughout the Call Center.