Profession: postal operator. Job Description of Class I Postal Operator Postal Operator

(professional standard "Postal Specialist")

1. General provisions

1.1. Operator postal service Class I belongs to the category of specialists.
1.2. A person who has reached the age of 18 is accepted for the position of Class I postal operator:
1) who has mastered the basic vocational training programs - vocational training programs for blue-collar professions, employee positions in the field of postal services;
2) having experience as a Class II postal operator for at least 5 months.
1.3. A Class I postal operator must know:
1) the procedure for using tariffs for services provided;
2) restrictions on the amount and number of transfers accepted from individuals and legal entities;
3) reasons for refusal to issue or accept the translation;
4) terms of passage, storage and deposit of transfers;
5) the procedure for accepting and delivering transfers various types, including from the depositor;
6) the procedure for operating cash registers used in the field of postal services;
7) methods for identifying counterfeit documents and banknotes, bank cards and postal payment marks;
8) postal terminology, postal rules, standards and rules for the provision of postal services;
9) list of organizations and individuals, in relation to which there is information about their involvement in extremist activities or terrorism;
10) Latin alphabet;
11) administrative-territorial division Russian Federation;
12) the procedure for payment of pensions and benefits by postal organizations;
13) means of automating operations for the payment of pensions and benefits;
14) requirements for execution of a power of attorney;
15) rules for ensuring security when paying pensions and benefits;
16) the procedure for accepting various types of payments;
17) requirements for the operation of cash registers used in the field of postal services;
18) user manuals for information systems used in the post office;
19) security rules when making payments, beginning and ending a transaction day at a self-service terminal;
20) identification methods;
21) the procedure for working with payment terminals, the procedure for conducting transactions with bank cards;
22) tariffs for operations for withdrawing funds from bank cards and replenishing them;
23) conditions for the provision of postal banking services;
24) the range and features of the banking products offered;
25) rules for servicing deposits;
26) regulations for the use of online services;
27) regulations of credit and other organizations - partners of the postal organization;
28) requirements for the quality of work performed;
29) internal control rules;
30) Internal labor regulations;
31) labor protection requirements and fire safety rules;
32).................. (other requirements for necessary knowledge)
1.4. A Class I postal operator must be able to:
1) use modern computer tools, work with by email, scanner, fax;
2) work with information systems, used in the post office;
3) work at a postal cash register and self-service terminal;
4) process personal data with and without the use of automation tools;
5) draw up documents included in special documentation systems;
6) work with software for paying pensions and benefits;
7) work on an electronic computer, scanner, printer;
8) have the skills to identify counterfeit documents and banknotes;
9) use means of automating the process of providing postal banking services;
10) own computer equipment;
11) work at the postal cash terminal;
12) ................. (other skills and abilities)
1.5. Class I postal operator in its activitiesis guided by:
1) ................. (name of the constituent document)
2) Regulations on...................(name of structural unit)
3) this job description;
4) ................... (names of local regulations governinglabor functions by position)
1.6. The 1st class postal operator reports directly...............(name of manager's position)
1.7. .................. (other general provisions)

2. Labor functions

2.1. Provision of postal banking services:
1) making money transfers;
2) payment of pensions, benefits and other targeted payments;
3) accepting payments for utilities and other services;
4) provision of postal and banking services;
5) opening and servicing of deposits and loans.
2.2. ................ (other functions)

3. Job responsibilities

3.1. A Class I postal operator performs the following duties:
3.1.1. Within the framework of the labor function specified in paragraphs. 1 clause 2.1 of this job description:
1) issues the transfer form to the recipient, checks that the details are filled out correctly;
2) checks the data on the notice with the data in the presented documents;
3) determines and receives funds for the transfer;
4) receives reinforcement of funds to pay for transfers, registers transactions in a journal;
5) issues funds to the client upon receipt of the transfer;
6) checks the recipient’s data for involvement in extremist activities or terrorism;
7) donate excess funds and register them in the journal;
8) carries out forwarding, returning and depositing transfers;
9) monitors the timing of the translation;
10) monitors the timing of file exchange in unified system postal transfers;
11) conducts information exchange between postal facilities;
12) calculates revenue from accepted transfers at the end of the working day;
13) draws up a summary financial report based on the results of the working day;
14) produces stitching and filing of production documentation.
3.1.2. Within the framework of the labor function specified in paragraphs. 2 clause 2.1 of this job description:
1) accepts payment documents;
2) controls the number of payment documents and sorts them;
3) issues payment documents for delivery to postmen and to operating cash desks;
4) checks the details of the recipient’s identity document;
5) checks the correctness of paperwork when receiving a pension, benefits by proxy;
6) checks the availability of the requested amount in the account;
7) completes an expense transaction and prints out an account statement;
8) checks the signature with its sample in the identity document, issues a receipt for receipt of funds;
9) sorts payment documents by codes;
10) transmits payment documents for subsequent processing;
11) exercises control over the completion of documents;
12) performs reconciliation with the main cash register;
13) generates files for their transfer to the information and payment center;
14) generates a report on paid pensions and benefits based on the results of the working day;
15) produces stitching and filing of production documentation.
3.1.3. Within the framework of the labor function specified in paragraphs. 3 clause 2.1 of this job description:
1) checks the correctness of filling out payment forms and depositing amounts;
2) carries out registration of payment acceptance at the postal cash register terminal, issuing a cash receipt to the client confirming the fact of provision of the service, issuing a payment form with a stamp from the postal cash register terminal (if necessary);
3) exercises control over anti-money laundering and registration of transactions in a journal;
4) performs collection and cancellation operations at the self-service terminal;
5) generates documents on transactions at the end of the working day;
6) advises the client when making a payment using a self-service terminal;
7) prints registers, counts and wraps bundles of receipts for each type of payment at the end of the working day;
8) carries out the calculation of funds, registration of a cash certificate, delivery of funds and receipts with registers;
9) draws up a report on the receipt of utility payments at the end of the working day;
10) produces stitching and filing of production documentation.
3.1.4. Within the framework of the labor function specified in paragraphs. 4 clause 2.1 of this job description:
1) carries out operations to receive funds for bank cards and issuing funds from bank cards;
2) issues and issues plastic cards sold by postal organizations;
3) calculates funds for postal banking services at the end of the working day;
4) advises the client on the provision of postal banking services;
5) draws up a report on the provision of postal banking services at the end of the working day;
6) produces stitching and filing of production documentation.
3.1.5. Within the framework of the labor function specified in paragraphs. 5 clause 2.1 of this job description:
1) fills out sets of documents on loan products;
2) accepts payments, postal transfers, provides postal banking services (deposits, plastic cards);
3) prepares credit documentation for consumer loans and express loans;
4) arranges services - credit by postal order;
5) advises the client on the provision of deposit and loan servicing services;
6) calculates revenue from services at the end of the working day;
7) draws up reports on the provision of services for opening deposits and issuing loans at the end of the working day;
8) produces stitching and filing of production documentation.
3.1.6. As part of the performance of his job functions, he carries out instructions from his immediate supervisor.
3.1.7. ................. (other duties)
3.2. .................... (other job descriptions)

4. Rights

A Class I postal operator has the right:
4.1. Participate in discussions of draft decisions, in meetings on their preparation and implementation.
4.2. Request clarifications and clarifications from your immediate supervisor regarding these instructions and assigned tasks.
4.3. Request, on behalf of the immediate supervisor, and receive from other employees of the organization the necessary information and documents necessary to carry out the assignment.
4.4. Familiarize yourself with draft management decisions relating to the function he performs, with documents defining his rights and responsibilities for his position, and criteria for assessing the quality of performance of his labor functions.
4.5. Submit proposals for the organization of work within the framework of their labor functions for consideration by their immediate supervisor.
4.6. Participate in discussions of issues related to executable job responsibilities.
4.7. ............. (other rights)

5. Responsibility

5.1. The 1st class postal operator is held liable:
- for improper performance or failure to fulfill their official duties provided for by this job description - in the manner established by the current labor legislation of the Russian Federation, accounting legislation;
- for offenses and crimes committed in the course of their activities - in the manner established by the current administrative, criminal and civil legislation of the Russian Federation;
- for causing damage to the organization - in the manner established by the current labor legislation of the Russian Federation.
5.2. ..................... (other liability provisions)

6. Final provisions

6.1. This job description has been developed based onProfessional standard "Postal Specialist", approvedBy order of the Ministry of Labor and Social Protection of the Russian Federationdated 04/07/2014 N 198n, taking into account
.............. (details of local regulations of the organization)
6.2. Familiarization of the employee with this job descriptioncarried out upon hiring (before signing an employment contract).
The fact that the employee has read this job descriptionconfirmed.................(signed on the familiarization sheet, which is an integral part ofthis instruction (in the magazine for reviewing job descriptions);
in a copy of the job description kept by the employer; in another way)
6.3. .................. (other final provisions)

As you can see, the surveillance operator is the most responsible profession that requires high level preparation. He needs to quickly and carefully perceive all the information that comes from. And here you may encounter one nuance: the level of information perception is different for each person. In addition, the amount of perceived information from the cameras is slightly lower than if the operator received data from conventional surveillance.

• The video image in normal mode has a two-dimensional projection
• Camera range is limited
• The brightness level of television equipment differs from daylight
• The video image is transmitted to the operator in a distorted form
• Vasomotor features of the human psyche are not used in video surveillance

The human eye has its own characteristics regarding the angle of the field of view. These features appear when you change the image scale. For this reason, megapixel cameras are used, which, in theory, should overcome such nuances. Of course, megapixel cameras improve picture quality and focus the camera's attention on more events.

But the other side of the coin shows that the level of information perception by the operator decreases. Why? The amount of information is viewed more, therefore, it becomes more difficult to detect something. Therefore, the effectiveness of megapixel cameras is felt only when searching for offenses or identification, but not during constant monitoring.

It follows that the level of training of the surveillance operator depends not only on the knowledge acquired, but also on personal qualities, habits, and personality characteristics. The quality of vision, as well as psychological data, is primarily taken into account when selecting an operator.

What qualities should an operator have?

American specialist in this field Craig Donald notes the following qualities:

• The security guard is not a surveillance operator
• The operator must be able to bear responsibility
• The operator must subconsciously strive to catch potential violators
• The operator is observant and quick-witted
• The operator is able to view the situation from several points of view
• The operator must have adequate grammatical knowledge to provide correct explanations
• The operator’s personality is appropriate (preferably an introvert)

The ability to express oneself correctly is directly related to the work of a surveillance operator. In the event of an emergency, when security guards need to be given appropriate instructions, much depends on the quality and literacy of the operator’s speech. Otherwise, if coordination is incorrect, the guards will not be able to complete the task assigned to them. The operator clearly conveys instructions without adding anything.

American professors who are fans of psychological testing conducted an experiment in one of the educational institutions. A situation was simulated in front of the students: a woman walked up to a chest of drawers, opened it, rummaged through it for several minutes until she pulled out a green box. Opening the box, she examined the contents, sobbed and quickly put the box back in its place. The question is: what did the woman take out of the box? The students' answers were very varied: love letters, photographs of a deceased relative. The correct answer is that she took out a green box.

American military psychologists note that the success of night combat duty in an extreme situation depends on some psychological characteristics of the observer:

• The ability to take responsibility for one's actions
• The ability to sense feelings of danger and fear, which automatically turn on a person’s craving for life
• Ability to think quickly and act in unexpected situations
• Ability to work quickly
• Ability to correctly convey information to subsequent persons to avoid misunderstandings and time delays
• Ability to quickly learn new skills
• Ability to work on multiple tasks simultaneously

And if a serviceman has the listed skills, he can be safely left on night duty, knowing clearly that if an extreme situation arises, he will do everything right.

Deputy Director for Development Andreev Kuzma.

31.1-"Communication operator"

The importance of the profession

In the conditions of modern informatization of society, a telecom operator is a kind of agitator, bringing to the people the message of accessibility and usefulness modern technologies- electronic transfers, Cyber ​​- money, international Western Union transfers not only for city residents, but also for rural residents.
Each postal operation has its own characteristics and requires the operator to be attentive, thorough and accurate. From the outside it may seem that there is nothing special or romantic about the work of a telecom operator. Accept parcel post or other postal item, receive the money, issue a receipt - that's all. But it only seems so from the outside. Experienced operators do not work only according to instructions. They look at people. The operator must be able to capture the characteristics of a person and make sure that the client leaves the post office satisfied and in a good mood.
The operator’s duty is to protect the client’s time and treat them with respect. Attentiveness, speed when preparing documents, politeness in dealing with clients - these are the main qualities of an operator. After graduating from the lyceum, all graduates get jobs in their specialty; those who wish can continue their studies.

What does the employer require today?

The operator is the face of the post office; the work of the postal service is judged by his work. The requirements for a modern telecom operator are very high: excellent computer knowledge, the ability to work with people, and knowledge of languages.

Required personal characteristics

A telecom operator is distinguished by a combination of high concentration and distribution of attention, visual and effective thinking, the ability to weigh assessments, emotional and volitional stability, determination, observation, and attentiveness.

Where can I work?

Our lyceum has been training operators for postal services for 35 years. Many of our graduates work as managers of postal enterprises not only in Kursk and the region, but also in other cities of Russia. For example, heads of departments of the Kursk Postal Administration - Oksana Mikhailovna Babstina, Lyudmila Ivanovna Bobkova; heads of large postal offices - Galina Nikolaevna Torkiane...

Prospects for the profession

The postal organization in Russia is traditionally a state enterprise. The post office network is the largest organizational network in the country. Currently, Russian post is making efforts to modernize mail processing technologies and transition to global delivery standards.

MASTERS
in groups of the profession "Communication operator"

Hiring a great Call Center Agent is just as important as having the right one. software call center Candidates may be screened based on a variety of criteria. Regardless of your list of prerequisites, it's helpful to know exactly what will make you a successful operator. Here are some of the best qualities:

1. Memorizing information.
The operator's mission is to provide consumers with high-quality support. To achieve this, they are required to study and remember information about the organization’s products (services) and present it correctly.
Call center agents need to know who to refer a call to if they are unsure about the correct answer to a question. Over time, they should know the answers to frequently asked questions and be able to troubleshoot problems with ease. If a Call Center operator is not able to remember the necessary information, then this job is not for him. Hiring such workers can ultimately negatively impact the company's image.

2. Attention to detail.
Working as a call center operator is quite monotonous. You often have to answer the same questions and receive similar complaints day after day. The danger is that as a result, experts may offer a quick answer without delving very deeply into the topic. That is, the answers will satisfy customers only half.
In addition, the candidate should not have any mistakes in their resume, should not look bad in appearance, be well-groomed and neat, and pay more attention to detail.

3. Organization.
Operators working in a busy call center are organized. This means the ability and ability to simultaneously juggle multiple tasks, i.e. checking the database of goods (services), updating CRM and making relevant records, while at the same time thinking about customer needs and answering questions. Proper organization labor will help reduce errors during this process and allow you to more effectively meet customer needs.

4. Flexibility.
Call center agents not only handle dozens of calls a day, but also interact with complex customers. Executors are required to be flexible enough to meet the needs of a diverse client base.
Sometimes you have to communicate with a chat client and an angry client at the same time. Operators in all situations must remain calm, not allowing negativity to pass through them. In addition, the company may require that work continue on holidays, nights and weekends. Flexibility is key.

5. Politeness, friendliness.
Operators are the face of the company, projecting a warm and friendly image, maintaining good behavior and keeping a smile on their face day after day. Consumers will thank you for this.

6. Effective communication skills.
This is one thing, but still worth mentioning. Since a call center agent's job involves communicating with callers, having top-notch communication skills is a must. But communication is not just talking. Effective communication also includes listening caller, digestion of information and quick and effective solution. The agent must speak clearly using basic vocabulary. If they can communicate effectively, this will be an indicator of the quality of your service. In fact, seventy-eight percent of consumers say that a competent customer service representative is the most important part of the customer service department.

7. Speed.
Operators work quickly without sacrificing the quality of their work. This is important because the more callers an agent can handle, the less staffing required to keep the call center running smoothly. This is also important for the callers themselves. They want their call to be answered as quickly as possible. A responsive call center agent can improve average response speeds and improve service levels for the entire team.

8. Creativity.
Finally, a strong agent is creative. He finds practical solutions to solve any problems. It is important that creativity helps them in the best possible way satisfy the needs of potential consumers of goods (services). This also improves customer satisfaction. When agents solve a problem effectively, that customer is sure to come back.

Truly successful Call Center specialists are hard to find. Also, just because some of them don't have all the necessary skills doesn't mean they won't one day. Most of these qualities can be developed over time. The company can hold a training seminar to teach these skills to other agents.
Over 85% of companies with quality customer service outperform their competitors.

The profession of a telecom operator, at first glance, seems boring, monotonous and does not require any qualifications. And no one doubts that people need it. Today we will try to dispel the first part of the misconceptions: about the work of a postal operator in detail, and we will also talk about how to learn the profession.

With the advent of the Internet, people began to write more often emails, communicate with using Skype, V social networks. Mobile communications has also become a common attribute modern life, even for older people.

However, postal services remain an indispensable method of communication when it is necessary to send a valuable letter with documents, receive an order placed in an online store, pay for the services of a provider or mobile operator. Millions of people in the country use postal services to receive pensions, social benefits, and periodicals. Without the efficient work of telecom operators, the provision of these services would be problematic.

Who is a telecom operator?

A specialist who serves you at the post office, and whose voice you hear when you contact the call center to clarify any questions. This specialist also switches your call to the desired direction and configures the operation of radio devices and transmitters.

Humanity has been looking for ways to transmit information and various objects since the dawn of civilization. Ancient people beat drums and lit fires so that neighboring tribes could hear or see them. A Greek warrior, in the fifth century BC, ran 40 km from Marathon to Athens to convey the good news of victory. In the Middle Ages in Rus', when writing was already invented, messengers were replaced by coachmen who transported mail on sleds of horses.

The Yamskaya service existed in Russia for more than 5 centuries. It was replaced by the electromagnetic telegraph, invented by P.L. Shilling in 1832. Subsequently, K. Gauss and W. Weber (Germany, 1833), then Cook and Winston (Great Britain, 1837), and S. Morse in the USA, in 1840, worked to improve this type of communication.

Modern communication services are based primarily on satellite signals, using personal computer operator and wireless modems. Old versions of the telegraph have been abolished in many countries near and far abroad. A telecom operator today is a general specialist who has basic computer knowledge, knows a cash register and cash discipline, and has the skills of maintaining warehouse records and document flow.

Since the transmission of information now depends on the quality of sophisticated equipment and the speed of the Internet, the telecom operator must have technical knowledge. In the field of communication services, two specializations play a leading role:

• postal operator;
• telephone and cellular operator.

Specifics of the work of telephone and mobile network, mainly consists of providing reference and information services and promoting the product on the market.

What personal qualities should a telecom operator have?

The job responsibilities of a telecom operator consist of several areas of professional activity. Therefore, the specialist’s sphere of competence requires the presence of such personal qualities as:

• Communication skills. The most significant part of an operator's working time is communicating with people. This will require not only the ability to conduct a dialogue with consumers of communication services, but also goodwill, observation, and sometimes stress resistance to work with impatient clients.
• Learning abilities. Communication services are constantly improving, offering consumers new options, so the telecom operator needs to constantly update its skills and knowledge.
• High professionalism of a telecom operator depends not only on professional skills and knowledge, but also on good memory (visual, mechanical, etc.), discipline, organization, hard work and patience.
• to the future postal operator good physical fitness will also come in handy. In the process of work, he will most likely have to issue parcels, which sometimes weigh up to 30 kg.
• The ability to quickly count in your head will also be useful for a postal operator, since the work involves constant transactions to pay for services provided.

Since communication between a telecom operator and subscribers most often occurs over the telephone, an important skill in the job is competent oral speech and a clear announcer’s voice. Without seeing the customer, the operator must quickly assess the situation in order to execute the company's marketing plan.

Advantages of the telecom operator profession

For those who are looking for a small, but stable income and a guaranteed social protection, « Post office" is the most suitable option. In addition, when applying for a job, an employee is offered a vacancy based on their place of residence, which saves time and travel costs.

Work schedule in post offices depends on territorial features. For example, in rural areas it is established in proportion to the conditions of provincial life and the low population. Postal workers in small populated areas, as a rule, relax with the rest of the inhabitants of the province.

In megacities, postal operators have to work more intensely, 12 hours a shift, but with a “sliding” schedule they are given an additional day off for overtime.

The average income of an ordinary postal operator is 22,000 rubles, taking into account all mandatory deductions. If the sales plan for related products is fulfilled, the employee can count on a salary increase. Of course, with such a salary it is difficult to live in the capital or regional center, but in the regions the amount is considered a good income.

Salary increases depend on skill level. Thus, the average salary of an ordinary employee is 16,300 rubles, a leading customer service specialist is 29,000 rubles, and a manager is 29,300 rubles.

Slightly higher average income level for ordinary people call center operators- 21,400 rubles, and it depends on the rating and marketing policy of the company.

The demand for postal operators in the labor market remains consistently high, which provides good chances for employment. Flexible work schedule allows you to combine work and study.

Disadvantages of the telecom operator profession

A postal operator never gets bored at work. A busy day at work consists of constant communication with visitors who do not always understand that the quality of service is directly related to their correct behavior.

On the other hand, the telecom operator is a financially responsible person, since he receives and issues parcels, works with the cash register, and fills out strict reporting documents. With a constant flow of clients, he has to remain organized and calm in order to avoid mistakes in his work. Such conditions lead to rapid fatigue and stress.

During strenuous work, which is performed mainly while sitting in front of a monitor screen, vision and posture deteriorate. You often have to lift heavy packages. These factors must be taken into account when applying for work to people with low vision and musculoskeletal disorders.

Where can I get a job as a telecom operator?

You can learn the profession of a telecom operator directly in post offices and on courses. But you need to take into account that the courses give an idea only of basic operations, and at work you will have to fill in the missing knowledge yourself, by trial and error.

A telecom operator needs knowledge about instrumentation, warehouse accounting, departmental regulations, and the territorial and administrative division of the Russian Federation. Since qualifications allow you to count on higher income and career growth, it is still better for a telecom operator to receive a special education. You can do this in:

• College of Telecommunications at . A college diploma gives you an advantage when entering a university in your chosen specialty.
• Moscow College of Automation and Radioelectronics;

Note that colleges and technical schools where you can master the profession of a telecom operator are located in almost every region of the Russian Federation.

Image sources: vgtk.by, college-novosibirsk.ru, staff-online.ru