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Service Request Center Team Lead

4 months ago

Manhattan, United States NYC Careers Full time

**Service Request Center Team Lead**:

- Apply**Service Request Center Team Lead**:

- Agency: TEACHERS RETIREMENT SYSTEM
- Posted on: 06/06/2024- Job type: Full-time

Location

MANHATTAN
- Title Classification: No exam required

Department

Member Management
- Salary range: $41,887.00 - $69,709.00- Since 1917, Teachers’ Retirement System of the City of New York (TRS) has been building better tomorrows for the educators of New York City. TRS serves over 215,000 members with a mission to provide them retirement, disability, and death benefit services.- **Job Description**:**Responsibilities**:
- Troubleshoot functionality and data issues for staff; develop short-term workarounds, as appropriate, and coordinate with IT, and/or vendors, when long-term solutions are required.
- Generate and maintain monthly SRC reports from Tableau and ASPEN for upper management.
- Provide direct support in expediting escalated cases, coordinating with upper management and the back office as needed.
- Assist with creation and maintenance of SRC procedure documentation.
- Ensure that service requests meet established OLAs and SLAs.

Minimum QualificationsQualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

Preferred SkillsWhat You'll Need to Succeed - 5 years successful experience working with NYC pension benefits - Comprehensive knowledge of NYC pension benefits for teachers - Outstanding verbal and written communication - Ability to manage multiple priorities in a fast-paced work environment - Demonstrated expertise working in ASPEN system - Demonstrated ability to deescalate interactions with irate customers - 5 years successful customer service experience - 3 years UAT experience preferred - 2 years supervisory experience preferred Competencies - Effective Communications - Analytical Thinking - Member Focus - Team Focus- Public Service Loan Forgiveness-
- Residency RequirementNew York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.- Additional InformationThe City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Minimum QualificationsQualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to \"1\" above.

Preferred SkillsWhat You'll Need to Succeed
- 5 years successful experience working with NYC pension benefits
- Comprehensive knowledge of NYC pension benefits for teachers
- Outstanding verbal and written communication
- Ability to manage multiple priorities in a fast-paced work environment
- Demonstrated expertise working in ASPEN system
- Demonstrated ability to deescalate interactions with irate customers
- 5 years successful customer service experience
- 3 years UAT experience preferred
- 2 years supervisory experience preferred

Competencies
- Effective Communications
- Analytical Thinking
- Member Focus
- Team Focus- Public Service Loan Forgiveness-
- Residency RequirementNew York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.- Additional InformationThe City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Job ID

637580

Title code

56057

Civil service title

COMMUNITY ASSOCIATE

Title classification

Non-Competitive-5

Business title

Service Request Center T