Supports the Director, Benefit Strategy and Service in the daily functioning of the Benefits Service Center providing guidance and support for all phone representatives on the team. Offers technical guidance and assistance on all benefits plans and programs. Team participant in the implementation and delivery of services, plans and policies. Supports the implementation of approved services, new and/or modified plans
Essential Job Functions:
Provides structured oversight to the Benefits Service Center staff on an on-going basis.
Offers guidance and problem-solving advice to the BSC representatives for daily cases that arise.
Administers and oversees the daily operations in the Benefits Service Center, providing technical guidance, and assistance to faculty and all levels of staff.
Monitors and evaluates representatives performance, providing learning or coaching opportunities
Represents the Benefits Service Center at university meetings both internally and with external vendors and representatives.
Identify operational issues and suggest possible improvements
Team participant in the development and implementation of approved services, plans and policies requiring broad knowledge of the university’s benefits plans and operations.
Responsible for maintaining the representatives schedules and works with the benefit consultants to coordinate the daily rotation of benefit approvals so that constant coverage is maintained.
Provides day-to-day benefits related central services to faculty, staff, retirees and their representatives requiring a more advanced knowledge of the university’s benefit plans, programs and policies.
Responds to the most complex client inquiries ensuring timely and complete resolution of problems experienced by faculty and staff with existing benefits.
Other duties as assigned
Bachelor’s degree required. Three years related experience in Employee Benefits required. Experience may substitute for education to the extent permitted by the JHU equivalency formula.
Strong problem solving and analytical skills.
Previous experience as a Customer Service Representative.
Excellent oral and written communication skills, including training and presentation skills is required.
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
Classified Title: Supervisor, Benefits Service Center Role/Level/Range: ATP/04/PD Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: M-F 8:30-5 Exempt Status: Exempt Location: 03-MD:Eastern High Campus Department name: 10001540-Benefits Service Center Personnel area: Johns Hopkins University
The successful candidate(s) for this position will be subject to a pre-employment background check.
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