Are you working in the customer call center industry but tired of working nights and weekends? Do you believe that a healthy work-life balance is essential for a fulfilling career? If so, then HESC’s has the perfect opportunity for you!

HESC is currently seeking a highly motivated and customer-focused Call Center Representative 1 to join our team. With a Monday through Friday schedule and no weekend, holiday or night shifts, HESC values your time and contributions.

If you are passionate about customer service and work-life balance, we encourage you to apply for this exciting opportunity.

HIGHER EDUCATION SERVICES CORPORATION

VACANCY NOTICE #: 3932

FILING DEADLINE: October 16, 2025

JOB TITLE: Call Center Representative 1 (HESC)

SALARY GRADE: NS, $21.00/hourly

WORK LOCATION: Contact Center

TYPE OF APPOINTMENT: COMPETITIVE // TEMPORARY HOURLY

NEGOTIATING UNIT: ADMINISTRATIVE

DESCRIPTION OF JOB DUTIES:

Duties include but are not limited to:

1. Utilizes various information systems to track and respond to phone call inquiries from students, parents, schools, and lenders regarding higher education funding programs under the purview of HESC.

2. Interprets and explains federal and State rules and regulations concerning financial aid and other higher education funding programs under the purview of HESC, primarily by telephone.

3. Assists students, parents and financial aid officers with processing accounts and resolves problem situations which may prevent an application from being processed.

4. Advises students and parents on the application process and interviews students and parents to obtain relevant information to determine eligibility for programs and the status of financial aid programs.

5. Troubleshoots, identifies, and addresses application processing problems.

6. Researches and gathers account processing information from HESC operational divisions to advise applicants what is needed to complete the review and processing of their application.

7. Updates account information in various electronic systems.

8. Assigns Help Desk tickets to appropriate HESC staff and tracks accounts on spreadsheets and databases for possible resolution.

9. Routes calls to appropriate individuals or divisions within HESC, various federal program areas and servicers as necessary. Utilizes required technology appropriately i.e., Virtual Contact Center (VCC) telephone system/AUX event buttons.

10. Completes NYS mandatory training requirements and required training set forth by the agency and/or program area.

Benefits of Working for NYS
Generous benefits package, worth 65% of salary, including:

Holiday & Paid Time Off

Fourteen (13) paid holidays annually, plus two (2) floating holidays
Up to Thirteen (13) days of paid vacation leave annually
Up to Five (5) days of paid personal leave annually
Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
Up to three (3) days of professional leave annually to participate in professional development
Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview .
Health Care Benefits
Eligible employees and dependents can pick from a variety of affordable health insurance programs
Family dental and vision benefits at no additional costAdditional Benefits
New York State Employees’ Retirement System (ERS) Membership
NYS Deferred Compensation
Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
Public Service Loan Forgiveness (PSLF)
And many more.

NOTE: The hours of this position require working between 8:30 a.m. and 4:30 p.m. (No Alternative Work Schedule).

MINIMUM QUALIFICATIONS:

Sixty college semester credit hours and one year of work experience in customer service;**

A high school diploma or GED AND two years of work experience in customer service.**

**Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position

PREFERRED QUALIFICATIONS:

1. Proficiency in MS Office.

2. Detail oriented, effective time management and organizational skills.

3. Ability to perform tasks effectively within prescribed time frames

APPLY TO: resumes@hesc.ny.gov

IDENTIFICATION #: 3932

Job Types: Full-time, Temporary

Pay: $21.00 per hour

Benefits:

Dental insurance
Health insurance
Vision insurance

Work Location: In person

NYS Higher Education Services Corporation

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