Minimum Qualifications Minimum Qualifications:



- A high school diploma or GED AND two years of full-time work experience, one year of which must be in customer service* OR



- Three years full-time work experience, one of which must be in customer service.



Work experience must include typing/keyboarding experience.



*For the purposes of this employment, customer service is being defined as interacting with the general public where your primary responsibility is effectively communicating verbally to explain programs/services, policies, or procedures or resolve customer issues and/or problems.



Qualifying Experience may include call center agent, receptionist, data entry clerk, customer service representative, sales representative providing information, bank officer, or telemarketer.



Duties Description Standard Duties:



As a Senior Employment Security Clerk assigned to New York State Department of Labor (DOL)’s Unemployment Insurance (UI) Telephone Claims Center, you would:



- Instruct customers on the requirements and methods of certifying for benefits including the consequences of failure to certify

- Process claims and make appropriate determinations

- Ensure that the customer understands the criteria for alternative methods of becoming entitled to benefits

- Interact with other offices and governmental agencies to obtain information that may affect customer eligibility

- Provide information regarding the hearing process so customers understand their due-process rights; and explain penalties and forfeitures of benefits

- Respond to business inquiries or complaints regarding UI benefit claims

- Work under the pressure of continuous public contact



As a Senior Employment Security Clerk assigned to New York State Department of Labor (DOL)’s Contact Center, you would:



- Answer inquiries from the general public received through a variety of communication channels including telephone, e-mail, and web chat, regarding agency services and programs

- Log inquiries and keep track of their status in order to ensure timely response and customer satisfaction

- Provide high quality customer service

- Use computer terminals for input and retrieval of information



Additional Comments Please note: these positions are in-person, located in high volume call-centers and are not available for working remotely at this time.



Hours and schedule will vary.

Some positions may require additional credentials or a background check to verify your identity.