OSC Contact Center Representative, Tier I

State of North Carolina

2d • Hybrid

About The Position

The State Controller serves as an independent resource to protect the financial integrity of the State and to promote accountability in an objective and efficient manner through its accounting, disbursing, payroll, internal controls, data management, eCommerce, and financial reporting systems that serve state agencies, employees, and the public. The foundational principles of the office are Integrity/Ethics, Objectivity, and Accountability. OSC’s overall goals are to optimize operational execution, manage risk effectively and efficiently, and foster a high-performance culture. OSC will provide excellent customer service while achieving those goals. Please Note: OSC does not use 3rd parties to conduct job interviews. OSC is interested in every qualified candidate who is eligible to work in the United States. However, we cannot sponsor visas at this time. Successful candidate will be subject to a criminal background check. The mission of the Office of the State Controller (OSC) is to protect the financial integrity of the State and promote accountability in an objective and efficient manner. Hiring Range: $41,655.00 to $46,350. This position serves as a member of the OSC Contact Center, Tier 1. The main duty is taking incoming calls as the first point of contact for state employees, HR administrators, and vendors with general processing of questions related to statewide benefits, HR issues, payroll and time. This position will also provide support and assistance to employees using Fiori HR/Payroll System. This position collects and validates data required for day-to-day processing for HR and Payroll transactions and routes to the appropriate team for processing. The position provides first point of contact support for the North Carolina Financial System (NCFS), documenting and assigning contacts that cannot be resolved at Tier 1. The Contact Center utilizes a call tracking system for entering tickets to track customer inquiries and to escalate complex issues to more advanced specialists. This position assists with the processing of all intake methods including phone, faxes, US mail, and e-mail requests. The candidate must be able to work full-time, 40 hours/week. Coverage times for the Contact Center are 8:00 am until 5:00 pm, Monday through Friday. Full-time telework or hybrid work schedules may be an option.

Requirements

• Working knowledge of one or more specific human resources functional areas such as payroll, time administration, benefits administration, and salary administration, and/or experience working in a call center/contact center environment.
• Proven ability to communicate clearly, both written and verbally
• Proven ability to work with automated systems
• Ability to analyze customer and technical scenarios and escalate issues when needed
• Must be detailed oriented with proven ability to handle customer complaints, and at times, unpleasant customers.
• Bachelor’s degree from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience.
• Transcripts must be uploaded to Workday and attached to your application to receive credit for any training and educational requirements, to qualify for the position.
• All degrees must be received from appropriately accredited institutions.
• All work history, training, and education must be listed on the official application, along with attached transcripts, to receive credit.
• Applications must be completed in full.

Responsibilities

• Taking incoming calls as the first point of contact for state employees, HR administrators, and vendors with general processing of questions related to statewide benefits, HR issues, payroll and time.
• Provide support and assistance to employees using Fiori HR/Payroll System.
• Collect and validate data required for day-to-day processing for HR and Payroll transactions and routes to the appropriate team for processing.
• Provide first point of contact support for the North Carolina Financial System (NCFS), documenting and assigning contacts that cannot be resolved at Tier 1.
• Utilize a call tracking system for entering tickets to track customer inquiries and to escalate complex issues to more advanced specialists.
• Assist with the processing of all intake methods including phone, faxes, US mail, and e-mail requests.

Benefits

• Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees