Tentative Classification Standards issued by the Division of Classification & Compensation are shared with the operating agencies of State government for their consideration and comment. Accordingly, this document that you are viewing is subject to change and will be issued in final form at the completion of the review period.

TENTATIVE

 

                                                                                                                      Occ. Code 2515100

 

                                                  CUSTOMER SERVICES REPRESENTATIVE 1, GRADE 9

 

 

New York State Department of Civil Service

 

Classification Standard

 

BRIEF DESCRIPTION OF CLASS

 

             Customer Services Representatives respond to inquiries regarding New York State Insurance Funds services and programs. They field complaints and gather and disseminate information to Funds customers such as claimants, policyholders, medical care providers, and the general public.

 

            These positions exist only at the New York State Insurance Fund.  

 

DISTINGUISHING CHARACTERISTICS

 

            CUSTOMER SERVICES REPRESENTATIVE 1: non-competitive; collects all required information to assist in the processing of incoming claims; and responds to inquiries and complaints made by claimants, policyholders, medical care providers, attorneys, brokers, and the general public.

 

RELATED CLASSES

 

            Call Center Representatives 1 (HESC) respond to inquiries about student financial aid; utilize various information systems to research and track information; interpret federal and State rules and regulations; interview students and parents to gain appropriate information; and assist financial aid officers with processing accounts.

 

ILLUSTRATIVE DUTIES

 

            Responds to oral and written inquiries and complaints by  gathering and reviewing pertinent information and attempting to resolve the issue; advises customers of available options for resolving problems; provides detailed information about agency programs and services; explains workers compensation and disability benefits claims processing requirements; initiates customer contact to collect data on newly reported incidents regarding claims; collects information from customers by performing database and record searches to gather pertinent information and decipher incoherent or disorganized information to expedite the review and processing of claims; refers difficult cases to a supervisor or  other appropriate staff; as necessary, routes information to appropriate staff for processing complaints or claims; identifies and reports to a supervisor any trends and issues caused by problems in procedures or processes; may be assigned to special projects and to test new service concepts and procedures before complete adaptation; and may be assigned to specialized units to develop expertise in a specific function such as reviewing Section 15.8 reimbursements from special funds or disability benefits.

 

MINIMUM QUALIFICATIONS

 

CUSTOMER SERVICES REPRESENTATIVE 1

 

Non-Competitive: four years of work experience, including one year of customer service experience; or an associates degree and two years of work experience including one year of customer service experience; or a bachelors degree; or an equivalent combination of training and experience.  

 

Date:  5/13

 

 

 

 

NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.