Office Associate - Records Service Associate

Position Overview

COME JOIN A TRANSFORMATIVE TEAM, with a record of proven, positive impact to the State of Illinois.

The Illinois Office of Comptroller is seeking applicants for the position of Office Associate - Records Service Associate.

The Comptroller is the chief fiscal control officer for the Illinois government, charged by the Constitution with maintaining the state’s central fiscal accounts and ordering payments into and out of the appropriate funds. The office processes more than 16 million transactions annually and serves as a “fiscal watchdog” to ensure that all state payments meet the requirements of the law. The Comptroller’s office provides meaningful and timely fiscal information to help state policymakers adopt effective policies. The office continually seeks new ways to improve how it serves the public. The Comptroller has updated and streamlined the Comptroller’s website and has led the process of updating the state’s payroll and accounting systems. Comptroller Mendoza is committed to running the Office of Comptroller as a financial watchdog for the interest of Illinois citizens and to installing the most modern and transparent systems to make the state’s financial information available to all. 

Major Function

Under direction of the Senior Public Service Administrator for the Records Center, the Office Associate - Records Service Associate employs excellent customer service skills to communicate with constituents and provide clerical support within the Records Center. The incumbent follows standard office procedures in answering constituent calls and resolving constituent issues. The position responsibilities focus on providing high quality customer service by efficiently providing constituents with accurate information, employing knowledge of Office of Comptroller and State of Illinois to obtain relevant details of inquiries or complaints, and accurately referring constituents to designated departments. The incumbent will provide assistance and customer service via phone, as well as provide assistance, as needed, to perform IFT/Teamsters bargaining unit work in various units within Springfield Administrative Services Department.

Job Responsibilities

• Answers constituent calls and actively listens to identify their issues.
  • Receives and handles a high volume of inbound calls in a timely manner from vendors in regard to payments.
  • Identifies customer needs and clarifies information to ensure an exact response can be provided.
  • Thinks and acts in ways that put constituents first; researches information to provide solutions or alternatives.
  • Be solutions oriented and proactive, working toward first call resolution and implementing knowledge to reduce unnecessary holds and transfers.

• Builds rapport with constituents.
  • Implements training and follows procedures for providing information regarding payments for taxpayers, child support recipients, lottery winner, unclaimed property, crime victims, self-employee contractors, State retirees, State employees, and State agencies.
  • Communicates clearly and concisely with constituents and other staff in with the Illinois Office of Comptroller and State of Illinois.
  • Consistently demonstrate a focus on meeting the constituent need and professionalism with integrity and a warm friendly demeanor to callers and colleagues.

• Uses multiple software systems, applications, and institutional knowledge to respond to constituent interactions.
  • Responds to inquiries for hardships on behalf of vendors, beginning with an explanation of Office of Comptroller (IOC) policies and procedures.
  • Utilizes the State Accounting Management System (SAMS) to verify voucher status for vendors and individuals.
  • Takes inquiries for cashed warrant copies, and transfers request to the Expenditure Analysis & Review Section (EARS) for processing.
  • Verifies the type of tax form that is sent out to employees, retirees and vendors, prior to responding to inquiries about tax refunds.
  • Responds to inquiries from financial institutions and currency exchange to verify check funds.

• Consistently implements training requirements and actively engages with Records Center team.
  • Receive feedback and apply coaching to improve job performance and/or maintain high performance.
  • Maintain knowledge of Records Center procedures and processes and utilize training and coaching tools to perform position resonsibilities.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of high school.

• Requires two (2) years of office experience.

• Requires the ability to sit for long periods of time, repetitive hand movement, bending, twisting, and lifting up to 25 pound

*with or without reasonable accomodation

Preferred Qualifications

• Prefers a minimum of two (2) years of professional experience responding to calls in a call center.

• Prefers two (2) years of office experience including:
  • responsibilites requiring frequent responses to inquiries from the general public.
  • customer service experience with demonstrated customer needs assessment and meeting quality standards for service.
  • experience working with and internet browser to find information on credible websites and working with Microsoft office (e.g. Word, Outlook, SharePoint, Excel) and Adobe software.

• Prefers ability to communicate verbally and in writing in Spanish at a colloquial level with Spanish-speaking clients.

Knowledge, Skills, and Abilities

• Requires knowledge of computer use and to keyboard accurately.
• Requires knowledge of composition, grammar, spelling, and punctuation.
• Requires working knowledge of office practices, procedures, and programs.
• Requires elementary knowledge of office of agency programs, rules, and regulations.
• Requires ability to follow oral or written instructions.
• Requires ability to operate commonly used manual and automated office equipment (fax, printers, laptops, phones, and scanners).
• Requires ability to work in an environment with frequent time pressure.
• Requires being open to change (positive or negative) and to considerable variation in daily requirements due to interaction with the public.
• May require ability to train and instruct employees.
• May require ability to assist other areas of Records Center.

Benefits

This position is eligible to be a member of the State of Illinois Group Insurance program which includes health, dental, vision, and life insurance coverage options. Additionally, this position will annually accrue 12 paid sick days, a minimum of 12 paid vacation days, 4 paid personal days, and be afforded 14 paid state holidays, prorated based on start date. 

Equal Employment and Commitment to Diversity

The Illinois Office of Comptroller provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender, gender identity or expression, sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. The Illinois Office of Comptroller is committed to the fair and equal employment of individuals with disabilities under the ADA. It is the Illinois Office of Comptroller's policy to provide reasonable accommodation to qualified individuals with disabilities unless the accommodation would impose an undue hardship on the company. The Illinois Office of Comptroller prohibits any harassment of, or discriminatory treatment of, employees or applicants based on a disability or because an employee has requested reasonable accommodation. 

The Illinois Office of Comptroller is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the agency and are valued for their skills, experience, and unique perspectives. This commitment is embodied in agency policy and organizational culture.