Provides customer support that generates a high level of customer satisfaction. Applies policies and procedures to resolve a variety of customer service issues. Works on member service assignments of moderate and routine scope where analysis of situations or data requires a review of a variety of factors. Works on assignments such as inquiries and complaints from internal customers (includes retirees, employees, local benefits offices, and other internal and external organizations and individuals) regarding services that are semi-routine in nature but recognizes when a case needs to be escalated.
Maintains quality service by following policies and procedures and reporting needed changes.May provide training to new employees and existing staff on work procedures and activities.
Prepares correspondence of a complex nature involving the application of retirement / health and welfare law and University of California processes and procedures for customers.
Provides information to customers on University policies and procedures as well as UC retirement / health and welfare plans and provisions. Conducts preliminary review of customers' accounts, verifies previous reviews, and resolves discrepancies to assure compliance with retirement / health and welfare laws and regulations. Audits and reviews information received for completion, researching and securing appropriate legal documentation as necessary, such as Power of Attorney.
Responds to basic to moderately complex telephone and written inquiries from customers (includes retirees, employees, local benefits offices, and other internal and external organizations and individuals) regarding UCRP Retirement, Survivor and Special Claims. Answers moderately complex inquiries regarding UCRP service credit. Resolves customer complaints that are moderate to complex in nature and provides the best solutions available in a timely fashion. Provides website navigation and orientation to customers.
Working knowledge of human resources, University of California Retirement Plan (UCRP), Retiree Health and Welfare and relation programs, procedures and transaction status.
Requires verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.
Ability to research, collect, and organize material into a manageable form.
Meet deadlines under demanding conditions with changing priorities.
Working knowledge of common computer application programs.
Working skills to analyze information and synthesize large amounts of data with strong attention to details.
Proven customer support experience. Minimum 1 year experience in Benefits. Preferred Qualifications
Working knowledge of the Retirement Savings Programs. Education
High school diploma or equivalent experience.
RECOMMENDED HIRING RANGE:
The recommended hiring range is $26.82 to $28.74 per hour. Commensurate with experience
HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.
JOB CLOSE DATE
For first consideration, please apply by: September 29, 2020.
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC nondiscrimination policy.
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About University of California Office of the President
The Office of the President is the systemwide headquarters of the University of California, managing its fiscal and business operations and supporting the academic and research missions across its campuses, labs and medical centers.