This is a hybrid position. In-person work will be on the Twin Cities campus.

70% Contact Center Functions:

• Provide client support via telephone, email, and in person.
• Provide consultation and assistance to current and former employees with payroll, recruiting solutions, retirement, health, welfare benefits, and other areas defined by leadership.
• Answer questions regarding eligibility, coverage options, enrollment, and plan provisions.
• Work with appropriate employee benefits division and/or vendors to resolve problems.
• 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.
• Assist employees with transitions to Medicare health plan options, life event / status changes, severance programs and policies, and direct billing process for employees on leaves of absence.
• Utilize a Customer Relationship Management tool for case management.
• Meet all service levels as set by leadership.
• Utilize knowledge documentation to answer questions consistently and quickly.
   

15% Department Support:

• 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.
• Able to assist with peer training.

10% 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.
   

5%  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/Benefits, Health, Retirement, Counseling, or a related field; or a combination of education and relevant professional experience to total at least 4 years.
• Experience using Microsoft tools like Word and Excel, Google documents, and HRMS systems.
• Strong commitment to and experience in providing professional customer service to clients.
• Excellent communication skills, written and oral.

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 Open Enrollment elections.
• Experience resolving complex health claim or benefit issues desired.
• Ability to work independently and in a team environment.
• Experience with PeopleSoft Benefit Program 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, etc.
• Excellent analytical and problem-solving abilities.
• Experience with or ability to work with individuals of diverse backgrounds and cultures. 
• Knowledge of HIPAA compliance.

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.

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