State of North Carolina
OSC Contact Center Specialist
State of North Carolina, Wilmington, North Carolina, United States, 28412
Salary:
$41,655.00 - $72,897.00 Annually Location :
Wake County, NC Job Type:
Permanent Full-Time Remote Employment:
Flexible/Hybrid Job Number:
65032026 Department:
Office of the State Controller Division:
OSC's Integrated HR/Payroll System Opening Date:
09/08/2025 Closing Date:
9/12/2025 5:00 PM Eastern Job Class Title:
Program Coordinator II Position Number:
65032026 Section:
OSC Contact Center Salary Grade:
NC10
Description of Work The Office of the State Controller 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 are not able to 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. 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. The State Controller is the State's Chief Fiscal Officer. The 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 accounting, disbursing, payroll, internal control, eCommerce, and financial reporting systems. The basis for the Controller's authority is statutory.
Description of Work:
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, time and North Carolina Financial System (NCFS). 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 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 of HR and Payroll contacts and routes to the appropriate team for processing if the issue cannot be resolved by the Contact Center. This position also assists with the processing of all intake methods including but not limited to 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. Knowledge, Skills and Abilities / Competencies This position requires a 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.
This role requires proven ability to communicate clearly, both written and verbally; proven ability to work with automated systems; 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.
Minimum Education and Experience Requirements Some state job postings state that you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.
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.
NOTE: Transcripts must be uploaded to NEOGOV and attached to your application to receive credit for any training and educational requirements,
in order to qualify for the position.
All degrees must be received from appropriately accredited institutions. Supplemental and Contact Information NEOGOV Technical Assistance
If you are having technical issues logging into your account or applying for a position, please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NEOGOV Help Line at 855-524-5627.
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. "See Resume" or "See Attached" will not be accepted.
The Office of the State Controller 3514 Bush Street Raleigh, NC 27609
http://www.osc.nc.gov/
Once the position has been filled, all on-line applicants will be notified via the e-mail provided at the time of application.
APPLICATIONS MUST BE COMPLETED IN FULL. "SEE RESUME" OR "SEE ATTACHED" WILL NOT BE ACCEPTED. NOTE: For temporary, contract or other supplemental staffing appointments: There are no paid leave, retirement or other benefits associated with these appointment types. For permanent and time-limited appointments:
Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 + hours work/week for participation.
01
Have you ever been convicted of an offense against the law other than a minor traffic violation? (A conviction does not mean that you cannot be hired. The offense and how recently you were convicted will be evaluated in relation to the job for which you are applying.)
Yes No
02
If you answered "yes" that you have been convicted of an offense against the law other than a minor traffic violation, please explain the nature of the conviction and the offense. If you answered "no" put N/A. 03
Are you eligible to work for any employer in the US without work authorization sponsorship as of the date of your application?
Yes No
04
Please select the option below which best describes your years of working in a call center/contact center. (This experience must be documented in your application).
1-3 Years 4-6 Years 7 or more Years
05
Please briefly describe the environment of the call center/contact center in which you have work experience. (This experience must be documented in your application). 06
In which of the following HR functional areas do you have working experience. Check all that apply. (This experience must be documented in your application).
Payroll Administration Time Administration Benefits Administration Salary Administration
Required Question
$41,655.00 - $72,897.00 Annually Location :
Wake County, NC Job Type:
Permanent Full-Time Remote Employment:
Flexible/Hybrid Job Number:
65032026 Department:
Office of the State Controller Division:
OSC's Integrated HR/Payroll System Opening Date:
09/08/2025 Closing Date:
9/12/2025 5:00 PM Eastern Job Class Title:
Program Coordinator II Position Number:
65032026 Section:
OSC Contact Center Salary Grade:
NC10
Description of Work The Office of the State Controller 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 are not able to 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. 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. The State Controller is the State's Chief Fiscal Officer. The 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 accounting, disbursing, payroll, internal control, eCommerce, and financial reporting systems. The basis for the Controller's authority is statutory.
Description of Work:
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, time and North Carolina Financial System (NCFS). 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 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 of HR and Payroll contacts and routes to the appropriate team for processing if the issue cannot be resolved by the Contact Center. This position also assists with the processing of all intake methods including but not limited to 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. Knowledge, Skills and Abilities / Competencies This position requires a 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.
This role requires proven ability to communicate clearly, both written and verbally; proven ability to work with automated systems; 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.
Minimum Education and Experience Requirements Some state job postings state that you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.
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.
NOTE: Transcripts must be uploaded to NEOGOV and attached to your application to receive credit for any training and educational requirements,
in order to qualify for the position.
All degrees must be received from appropriately accredited institutions. Supplemental and Contact Information NEOGOV Technical Assistance
If you are having technical issues logging into your account or applying for a position, please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NEOGOV Help Line at 855-524-5627.
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. "See Resume" or "See Attached" will not be accepted.
The Office of the State Controller 3514 Bush Street Raleigh, NC 27609
http://www.osc.nc.gov/
Once the position has been filled, all on-line applicants will be notified via the e-mail provided at the time of application.
APPLICATIONS MUST BE COMPLETED IN FULL. "SEE RESUME" OR "SEE ATTACHED" WILL NOT BE ACCEPTED. NOTE: For temporary, contract or other supplemental staffing appointments: There are no paid leave, retirement or other benefits associated with these appointment types. For permanent and time-limited appointments:
Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 + hours work/week for participation.
01
Have you ever been convicted of an offense against the law other than a minor traffic violation? (A conviction does not mean that you cannot be hired. The offense and how recently you were convicted will be evaluated in relation to the job for which you are applying.)
Yes No
02
If you answered "yes" that you have been convicted of an offense against the law other than a minor traffic violation, please explain the nature of the conviction and the offense. If you answered "no" put N/A. 03
Are you eligible to work for any employer in the US without work authorization sponsorship as of the date of your application?
Yes No
04
Please select the option below which best describes your years of working in a call center/contact center. (This experience must be documented in your application).
1-3 Years 4-6 Years 7 or more Years
05
Please briefly describe the environment of the call center/contact center in which you have work experience. (This experience must be documented in your application). 06
In which of the following HR functional areas do you have working experience. Check all that apply. (This experience must be documented in your application).
Payroll Administration Time Administration Benefits Administration Salary Administration
Required Question