About the Job 50% Contact Center Operation Functions: Develop programs and procedures to enhance team productivity and performance. Monitor phone calls and emails for quality assurance. Provide consultation and assistance to current and former employees with payroll, recruiting, retirement, health, welfare benefits, and other areas defined by leadership. Answer questions regarding eligibility, coverage options, enrollment, and plan provisions. Maintain current knowledge of mandatory and voluntary retirement programs, as well as investment options and catch-up provisions. Calculate and educate participants on contribution limits to 403(b) and 457 voluntary retirement programs. Utilize a Customer Relationship Management tool for case management. Create knowledge documentation Ensure all weekly/monthly compliance reporting is completed; Medica, HIPAA, employment verifications, and employee deaths Take escalated calls Provide motivation to the team to drive efficiencies and performance.
20% Department Support: Provide backup support for phone calls, emails, and in-person interactions. Provide Benefits and HR training to new employees. Provide guidance and consultation to departments and outside agencies on matters relating to University benefit programs, HR processes, data and systems. Able to recommend and implement process improvement opportunities Able to discuss benefit policies and guidelines with department personnel to ensure correct benefit enrollment, eligibility, and deductions. Work with appropriate employee benefits division and/or vendors to resolve problems.
20% Special Projects: Serve on committees and work groups, manage special projects, and perform other duties as assigned. Provide support for New Employee Welcome and present enrollment workshops on a rotating basis. Provide support and Employee Benefits Health Fairs during Open Enrollment period. Provide supervision in the absence of direct leadership. 10% Research: Maintain current knowledge of State and Federal tax and employee benefit laws and regulations that apply to University benefit programs. Conduct research on HR cases and update knowledge base as needed.
Required Qualifications: BA/BS in Human Resources or Business, or a related field plus 2 years professional HR related work experience; or a combination of related education and professional HR work experience to equal 6 years. Experience using Microsoft tools like Word and Excel, Google documents, and HRMS systems. Exceptional interpersonal skills and ability to communicate in a variety of methods to a diverse campus population. Demonstrated analytical and problem solving skills and abilities Preferred Qualifications: Preference given to candidates with experience providing customer service in a call center environment. Demonstrated knowledge of health and welfare benefit plans and elections. Experience resolving complex health claim or benefit issues Ability to work independently and in a team environment. Experience with PeopleSoft and Customer Relationship Management (CRM) software. Knowledgeable on the following HR topics: payroll administration, employment verification, I-9 compliance, applicant process, paycheck deductions, direct deposit, timecard entry, employee classes, and absence management processes, benefits administration, etc. Experience with or ability to work with individuals of diverse backgrounds and cultures. Knowledge of HIPAA compliance.
Internal Number: 333580
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.