Section 1: Tasks
Instructions:
Rate your experience performing specific job-related tasks.
Respond to each of the following statements by indicating how the statement applies to you. You are required to respond to every statement by selecting one option for each of the three scales provided:
- Skill Proficiency
- Performance Level
- Frequency
Each scale is independent of the others. The first scale, SKILL PROFICIENCY, asks you to assess your own level of expertise with regard to the task. In doing so, you can consider the full breadth of your experience.
The second scale, PERFORMANCE LEVEL, asks you to state the level of responsibility you had when you performed this specific task. If you have performed the task at more than one level, state the highest level of responsibility you had where you performed the task for at least 12 months. Finally, the last scale, FREQUENCY, asks you to state how often you perform the task in your current position.
PLEASE NOTE: This examination is designed to gain an overall assessment of your experience, either paid or volunteer, and on the job training as it directly relates to the duties and the knowledge, skills and abilities required for this position. All components of this examination have been carefully validated by tying them directly to job requirements and documenting their relevance to the position.
Tasks
- Providing appropriate and timely customer service to both internal and external customers (by written correspondence and by telephone) to resolve account inquiries.
- Evaluating data (including, but not limited to, financial data, customer information, and customer account information, correspondence) to determine appropriate actions.
- Performing monetary transactions to credit the customer and/or entities with the appropriate credit.
- Researching information using various resources to obtain information, validate existing information, and/or determine actions.
- Reviewing and resolving customer accounts making necessary adjustments and performing transactions to ensure payments are applied correctly.
- Participating in meetings with all levels of staff to provide input and contribute alternatives to the resolution process.
- Sharing knowledge of workloads to help others acquire necessary knowledge, skills and abilities to successfully perform their job.
- Entering hours and/or volume of work completed into automated systems on a daily basis.
- Verifying changes and updates made to customers’ account within various automated systems to ensure status of account is kept current.
- Attending and participating in training classes to learn about departmental procedures.
Section 2: Knowledge, Skill and Ability Statements
Instructions:
Rate yourself on the following knowledge, skill and ability statements.
Respond to each statement by indicating how the statement applies to you. You are required to respond to every statement by selecting one option for each of the three scales provided:
- Proficiency
- Performance Level
- Months of Experience
Each scale is independent of the others. The first scale, PROFICIENCY, asks you to assess your own level of
expertise with regard to the knowledge, skill or ability statement. In doing so, you can consider the full breadth
of your knowledge, skill or ability for each statement. The second scale, PERFORMANCE LEVEL, asks you
to state the level of responsibility you had when applying this specific knowledge, skill or ability. If you have
applied the knowledge, skill or ability at more than one level, state the highest level of responsibility you had
where you applied the knowledge, skill or ability for at least 12 months. Finally, the last scale, MONTHS OF EXPERIENCE, asks you to estimate the amount of time (over the full course of your education and experience) that you have applied this knowledge, skill or ability.
PLEASE NOTE: This examination is designed to gain an overall assessment of your experience, either paid or volunteer, and on the job training as it directly relates to the duties and the knowledge, skills and abilities required for this position. All components of this examination have been carefully validated by tying them directly to job requirements and documenting their relevance to the position.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of problem-solving techniques and processes to identify, facilitate, and resolve problems and issues related to the completion of work assignments.
- Skill to provide clear and accurate instructions and directions to individuals with varying levels of understanding.
- Skill to comprehend and interpret information (e.g., laws and regulations), technical data and materials; including standards, procedures, and policies in order to apply information.
- Ability to work cooperatively, respectfully and productively as a member of a team to achieve a common goal.
- Ability to listen carefully and give full attention to what other people are saying, taking time to understand the points being made, and asking questions when appropriate without interruption.
- Ability to multi-task and manage multiple changing, complex and/or competing priorities to complete tasks in appropriate timeframes.
- Ability to work independently on projects or assignments without close supervision or detailed instructions.
- Ability to perform basic mathematical computations (e.g. addition, subtraction, multiplication, division, percentages) to review and process workload.
