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TITLE: Correspondence Clerks
DEFINITION: Compose letters in reply to requests for merchandise, damage claims, credit and other information, delinquent accounts, incorrect billings, or unsatisfactory services. Duties may include gathering data to formulate reply and typing correspondence.
TASKS:
1. Composes letter in response to request or problem identified by correspondence.
2. Reads incoming correspondence to ascertain nature of writer's concern and determine disposition of correspondence.
3. Gathers data to formulate reply.
4. Completes form letters in response to request or problem identified by correspondence.
5. Types acknowledgment letter to person sending correspondence.
6. Reviews records pertinent to resolution of problem for completeness and accuracy and attaches records to correspondence for reply by others.
7. Processes orders for goods requested in correspondence.
8. Compiles data pertinent to manufacture of special products for customers.
9. Routes correspondence to other departments for reply.
10. Maintains files and control records to show status of action in processing correspondence.
11. Confers with company personnel regarding feasibility of complying with writer's request.
12. Investigates discrepancies in reports and records and confers with personnel in affected departments to ensure accuracy and compliance with procedures.
13. Compiles data from records to prepare periodic reports.
KNOWLEDGE:
Knowledge elements are ranked by importance.
88 Clerical
Knowledge of administrative and clerical procedures and systems such as word processing systems, filing and records management systems, stenography and transcription, forms design principles, and other office procedures and terminology
75 English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
50 Economics and Accounting
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data
46 Communications and Media
Knowledge of media production, communication, and dissemination techniques and methods including alternative ways to inform and entertain via written, oral, and visual media
46 Mathematics
Knowledge of numbers, their operations, and interrelationships including arithmetic, algebra, geometry, calculus, statistics, and their applications
46 Computers and Electronics
Knowledge of electric circuit boards, processors, chips, and computer hardware and software, including applications and programming
33 Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
13 Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
8 Administration and Management
Knowledge of principles and processes involved in business and organizational planning, coordination, and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques, and production methods
8 Transportation
Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including their relative costs, advantages, and limitations
4 Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, cultures, their history, migrations, ethnicity, and origins
4 Geography
Knowledge of various methods for describing the location and distribution of land, sea, and air masses including their physical locations, relationships, and characteristics
4 Production and Processing
Knowledge of inputs, outputs, raw materials, waste, quality control, costs, and techniques for maximizing the manufacture and distribution of goods
4 Psychology
Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders
4 Sales and Marketing
Knowledge of principles and methods involved in showing, promoting, and selling products or services. This includes marketing strategies and tactics, product demonstration and sales techniques, and sales control systems
4 Public Safety and Security
Knowledge of weaponry, public safety, and security operations, rules, regulations, precautions, prevention, and the protection of people, data, and property
4 Law, Government and Jurisprudence
Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process
SKILLS:
Skills elements are ranked by importance.
75 Information Gathering
Knowing how to find information and identifying essential information
75 Reading Comprehension
Understanding written sentences and paragraphs in work related documents
75 Writing
Communicating effectively with others in writing as indicated by the needs of the audience
67 Information Organization
Finding ways to structure or classify multiple pieces of information
67 Problem Identification
Identifying the nature of problems
54 Active Listening
Listening to what other people are saying and asking questions as appropriate
46 Critical Thinking
Using logic and analysis to identify the strengths and weaknesses of different approaches
46 Product Inspection
Inspecting and evaluating the quality of products
46 Speaking
Talking to others to effectively convey information
46 Monitoring
Assessing how well one is doing when learning or doing something
42 Coordination
Adjusting actions in relation to others' actions
42 Judgment and Decision Making
Weighing the relative costs and benefits of a potential action
42 Synthesis/Reorganization
Reorganizing information to get a better approach to problems or tasks
38 Time Management
Managing one's own time and the time of others
38 Identification of Key Causes
Identifying the things that must be changed to achieve a goal
38 Social Perceptiveness
Being aware of others' reactions and understanding why they react the way they do
33 Service Orientation
Actively looking for ways to help people
33 Mathematics
Using mathematics to solve problems
33 Active Learning
Working with new material or information to grasp its implications
29 Idea Evaluation
Evaluating the likely success of an idea in relation to the demands of the situation
29 Idea Generation
Generating a number of different approaches to problems
29 Solution Appraisal
Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
29 Negotiation
Bringing others together and trying to reconcile differences
25 Visioning
Developing an image of how a system should work under ideal conditions
21 Learning Strategies
Using multiple approaches when learning or teaching new things
21 Operation and Control
Controlling operations of equipment or systems
21 Implementation Planning
Developing approaches for implementing an idea
17 Systems Perception
Determining when important changes have occurred in a system or are likely to occur
17 Identifying Downstream Consequences
Determining the long-term outcomes of a change in operations
17 Persuasion
Persuading others to approach things differently
13 Management of Material Resources
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work
13 Systems Evaluation
Looking at many indicators of system performance, taking into account their accuracy
13 Operations Analysis
Analyzing needs and product requirements to create a design
13 Equipment Selection
Determining the kind of tools and equipment needed to do a job
8 Technology Design
Generating or adapting equipment and technology to serve user needs
8 Troubleshooting
Determining what is causing an operating error and deciding what to do about it
4 Science
Using scientific methods to solve problems
4 Instructing
Teaching others how to do something .
ABILITIES:
Abilities elements are ranked by importance.
95 Written Expression
The ability to communicate information and ideas in writing so others will understand
85 Written Comprehension
The ability to read and understand information and ideas presented in writing
65 Wrist-Finger Speed
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists
60 Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences
55 Near Vision
The ability to see details of objects at a close range (within a few feet of the observer)
50 Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
50 Oral Expression
The ability to communicate information and ideas in speaking so others will understand
40 Information Ordering
The ability to correctly follow a given rule or set of rules in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.
35 Manual Dexterity
The ability to quickly make coordinated movements of one hand, a hand together with its arm, or two hands to grasp, manipulate, or assemble objects
35 Fluency of Ideas
The ability to come up with a number of ideas about a given topic. It concerns the number of ideas produced and not the quality, correctness, or creativity of the ideas.
30 Speech Clarity
The ability to speak clearly so that it is understandable to a listener
30 Deductive Reasoning
The ability to apply general rules to specific problems to come up with logical answers. It involves deciding if an answer makes sense.
25 Finger Dexterity
The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects
25 Speech Recognition
The ability to identify and understand the speech of another person
25 Inductive Reasoning
The ability to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions. It includes coming up with a logical explanation for why a series of seemingly unrelated events occur together.
20 Perceptual Speed
The ability to quickly and accurately compare letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object
20 Mathematical Reasoning
The ability to understand and organize a problem and then to select a mathematical method or formula to solve the problem
20 Visualization
The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged
20 Trunk Strength
The ability to use one's abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing
20 Number Facility
The ability to add, subtract, multiply, or divide quickly and correctly
20 Category Flexibility
The ability to produce many rules so that each rule tells how to group (or combine) a set of things in a different way.
15 Speed of Closure
The ability to quickly make sense of information that seems to be without meaning or organization. It involves quickly combining and organizing different pieces of information into a meaningful pattern
15 Arm-Hand Steadiness
The ability to keep the hand and arm steady while making an arm movement or while holding the arm and hand in one position
15 Selective Attention
The ability to concentrate and not be distracted while performing a task over a period of time
15 Time Sharing
The ability to efficiently shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
10 Response Orientation
The ability to choose quickly and correctly between two or more movements in response to two or more signals (lights, sounds, pictures, etc.). It includes the speed with which the correct response is started with the hand, foot, or other body parts
10 Originality
The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem
10 Glare Sensitivity
The ability to see objects in the presence of glare or bright lighting
5 Flexibility of Closure
The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material
5 Spatial Orientation
The ability to know one's location in relation to the environment, or to know where other objects are in relation to one's self
5 Memorization
The ability to remember information such as words, numbers, pictures, and procedures
5 Gross Body Coordination
The ability to coordinate the movement of the arms, legs, and torso together in activities where the whole body is in motion
5 Sound Localization
The ability to tell the direction from which a sound originated
5 Reaction Time
The ability to quickly respond (with the hand, finger, or foot) to one signal (sound, light, picture, etc.) when it appears
5 Speed of Limb Movement
The ability to quickly move the arms or legs
5 Static Strength
The ability to exert maximum muscle force to lift, push, pull, or carry objects
5 Auditory Attention
The ability to focus on a single source of auditory (hearing) information in the presence of other distracting sounds
5 Hearing Sensitivity
The ability to detect or tell the difference between sounds that vary over broad ranges of pitch and loudness
5 Stamina
The ability to exert one's self physically over long periods of time without getting winded or out of breath
5 Extent Flexibility
The ability to bend, stretch, twist, or reach out with the body, arms, and/or legs
5 Multilimb Coordination
The ability to coordinate movements of two or more limbs together (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the body is in motion
5 Control Precision
The ability to quickly and repeatedly make precise adjustments in moving the controls of a machine or vehicle to exact positions
5 Far Vision
The ability to see details at a distance
5 Visual Color Discrimination
The ability to match or detect differences between colors, including shades of color and brightness
WORK ACTIVITIES:
Work activities elements are ranked by importance.
79 Getting Information Needed to Do the Job
Observing, receiving, and otherwise obtaining information from all relevant sources.
67 Performing Administrative Activities
Approving requests, handling paperwork, and performing day-to-day administrative tasks.
67 Communicating With Persons Outside Organization
Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
63 Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data.
54 Communicating With Other Workers
Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
54 Evaluating Information Against Standards
Evaluating information against a set of standards and verifying that it is correct.
50 Documenting or Recording Information
Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.
50 Identifying Objects, Actions, and Events
Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.
46 Making Decisions and Solving Problems
Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.
46 Implementing Ideas or Programs
Conducting or carrying out work procedures and activities in accord with one's own ideas or information provided through directions/instructions for purposes of installing, modifying, preparing, delivering, constructing, integrating, finishing, or completing programs, systems, structures, or products.
42 Handling and Moving Objects
Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.
42 Interacting With Computers
Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems.
42 Analyzing Data or Information
Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.
38 Organizing, Planning, and Prioritizing
Developing plans to accomplish work, and prioritizing and organizing one's own work.
38 Establishing and Maintaining Relationships
Developing constructive and cooperative working relationships with others.
38 Interpreting Meaning of Information to Others
Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.
33 Resolving Conflict or Negotiating with Others
Handling complaints, arbitrating disputes, and resolving grievances, or otherwise negotiating with others.
33 Updating and Using Job-Relevant Knowledge
Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions.
33 Judging Qualities of Things, Services, or People
Making judgments about or assessing the value, importance, or quality of things or people.
29 Controlling Machines and Processes
Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
25 Estimating Needed Characteristics
Estimating the Characteristics of Materials, Products, Events, or Information: Estimating sizes, distances, and quantities, or determining time, costs, resources, or materials needed to perform a work activity.
25 Monitor Processes, Material, or Surroundings
Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.
25 Assisting and Caring for Others
Providing assistance or personal care to others.
25 Coordinating Work and Activities of Others
Coordinating members of a work group to accomplish tasks.
13 Providing Consultation and Advice to Others
Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.
13 Selling or Influencing Others
Convincing others to buy merchandise/goods, or otherwise changing their minds or actions.
13 Performing For or Working With Public
Performing for people or dealing directly with the public, including serving persons in restaurants and stores, and receiving clients or guests.
13 Performing General Physical Activities
Performing physical activities that require moving one's whole body, such as in climbing, lifting, balancing, walking, stooping, where the activities often also require considerable use of the arms and legs, such as in the physical handling of materials.
13 Thinking Creatively
Originating, inventing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
8 Repairing and Maintaining Electrical Equipment
Fixing, servicing, adjusting, regulating, calibrating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
8 Coaching and Developing Others
Identifying developmental needs of others and coaching or otherwise helping others to improve their knowledge or skills.
4 Inspecting Equipment, Structures, or Material
Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.
4 Developing Objectives and Strategies
Establishing long range objectives and specifying the strategies and actions to achieve these objectives.
4 Scheduling Work and Activities
Scheduling events, programs, activities, as well as the work of others.
4 Drafting and Specifying Technical Devices
Providing documentation, detailed instructions, drawings, or specifications to inform others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
4 Monitoring and Controlling Resources
Monitoring and controlling resources and overseeing the spending of money.
4 Developing and Building Teams
Encouraging and building mutual trust, respect, and cooperation among team members.
4 Teaching Others
Identifying educational needs, developing formal training programs or classes, and teaching or instructing others.
WORK CONTEXT:
Work context elements are ranked by frequency (F), importance (I), responsibility (R), amount of contact (C), how serious (S), objective vs. subjective (O), automation (A), extent of frustration (E), responsible for health and safety (H), likelihood of injury (L), degree of injury (D) .
100 (F) Indoors
How frequently does this job require the worker to work: Indoors
95 (F) Sitting
How much time in a usual work period does the worker spend: Sitting?
76 (I) Importance of Being Sure All Is Done
How important is it to be sure that all the details of this job are performed and everything is done completely?
72 (I) Importance of Being Exact or Accurate
How important is being very exact or highly accurate in performing this job?
50 (O) Objective or Subjective Information
How objective or subjective is the information communicated in this job?
50 (F) Using Hands on Objects, Tools, Controls
How much time in a usual work period does the worker spend: Using hands to handle, control, or feel objects, tools or controls?
45 (F) Frequency in Conflict Situations
How frequently do the job requirements place the worker in conflict situations?
44 (I) Deal With External Customers
How important are interactions requiring the worker to: Deal with external customers (e.g., retail sales) or the public in general (e.g., police work)?
43 (S) Consequence of Error
How serious would the result usually be if the worker made a mistake that was not readily correctable?
40 (I) Provide a Service to Others
How important are interactions requiring the worker to: Provide a service to others (e.g., customers)?
40 (F) Deal With Unpleasant or Angry People
How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
30 (C) Job-Required Social Interaction
How much does this job require the worker to be in contact (face-to-face, by telephone, or otherwise) with others in order to perform it?
30 (F) Making Repetitive Motions
How much time in a usual work period does the worker spend: Making repetitive motions?
20 (F) Walking or Running
How much time in a usual work period does the worker spend: Walking or running?
20 (I) Importance of Being Aware of New Events
How important is being constantly aware of either frequently changing events (e.g. security guard watching for shoplifters) or infrequent events (e.g. radar operator watching for tornadoes) to performing this job?
20 (I) Persuade Someone to a Course of Action
How important are interactions requiring the worker to: Persuade someone to a course of action (informally) or influence others to buy something (to sell)?
20 (F) Standing
How much time in a usual work period does the worker spend: Standing?
20 (E) Frustrating Circumstances
To what extent do frustrating circumstances ("road blocks" to work that are beyond the worker's control) hinder the accomplishment of this job?
16 (I) Importance of Repeating Same Tasks
How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
16 (I) Take a Position Opposed to Others
How important are interactions requiring the worker to: Take a position opposed to coworkers or others?
15 (F) Bending or Twisting the Body
How much time in a usual work period does the worker spend: Bending or twisting the body?
11 (R) Responsibility for Outcomes and Results
How responsible is the worker for work outcomes and results of other workers?
5 (F) Sounds or Noise Levels Are Distracting
How often during a usual work period is the worker exposed to the following conditions: Sounds and noise levels that are distracting and uncomfortable?
5 (F) Keeping or Regaining Balance
How much time in a usual work period does the worker spend: Keeping or regaining balance?
5 (F) Kneeling, Crouching or Crawling
How much time in a usual work period does the worker spend: Kneeling, stooping, crouching or crawling?
4 (I) Pace Determined by Speed of Equipment
How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.)
4 (I) Supervise, Coach, Train Others
How important are interactions requiring the worker to: Supervise, coach, train, or develop other employees?
3 (A) Degree of Automation
Indicate the level of automation of this job.
INTERESTS:
Interest elements are ranked by occupational interest.
89 Conventional
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
50 Enterprising
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
33 Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
28 Investigative
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
28 Realistic
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
11 Artistic
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
WORK VALUES:
Work values elements are ranked by extent.
59 Support-Mean Extent
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
56 Working Conditions-Mean Extent
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
53 Relationships-Mean Extent
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
42 Achievement-Mean Extent
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
31 Independence-Mean Extent
Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
30 Recognition-Mean Extent
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
69 Working Conditions
Workers on this job have good working conditions
66 Moral Values
Workers on this job are never pressured to do things that go against their sense of right and wrong
66 Company Policies and Practices
Workers on this job are treated fairly by the company
66 Activity
Workers on this job are busy all the time
63 Supervision, Human Relations
Workers on this job have supervisors who back up their workers with management
59 Security
Workers on this job have steady employment
56 Compensation
Workers on this job are paid well in comparison with other workers
50 Supervision, Technical
Workers on this job have supervisors who train their workers well
47 Co-workers
Workers on this job have co-workers who are easy to get along with
47 Independence
Workers on this job do their work alone
47 Social Service
Workers on this job have work where they do things for other people
44 Ability Utilization
Workers on this job make use of their individual abilities
41 Autonomy
Workers on this job plan their work with little supervision
41 Achievement
Workers on this job get a feeling of accomplishment
38 Variety
Workers on this job have something different to do every day
38 Advancement
Workers on this job have opportunities for advancement
31 Recognition
Workers on this job receive recognition for the work they do
31 Social Status
Workers on this job are looked up to by others in their company and their community
31 Responsibility
Workers on this job make decisions on their own
22 Creativity
Workers on this job try out their own ideas
22 Authority
Workers on this job give directions and instructions to others
CROSSWALKS:
| DOT91 (Dictionary of Occupational Titles): |
209387034 Suggestion Clerk 209362034 Correspondence Clerk 209367018 Correspondence-Review Clerk 221367062 Sales Correspondent |
| AIM97 (Apprenticeship Information Management): |
No crosswalks |
| CEN90 (1990 Census Occupations): |
326 Correspondence Clerks |
| CIP90 (Classification of Instructional Programs): |
520408 General Office/Clerical and Typing Services 520401 Administrative Assistant/Secretarial Science, General |
| GOE93 (Guide for Occupational Exploration): |
050902 Material Control: Estimating, Scheduling, and Record Keeping 070504 Records Processing: Routing and Distribution 070402 Oral Communications: Order, Complaint, and Claims Handling |
| MOC97 (Military Occupational Codes): |
No crosswalks |
| OES98 (Occupational Employment Statistics): |
55317 Correspondence Clerks |
| OPM97 (Office of Personnel Management Occupations): |
0309 Correspondence Clerk |
| SOC98 (Standard Occupational Classification): |
43-4021 Correspondence Clerks |
