MEMBER RESOLUTION MANAGER - HYBRID

University of California; Oakland (CA); Hybrid; USD 150,000 - 165,000; Full time

Job summary

The University of California, Office of the President, is seeking an Organizational Consultant 4 to support the Retirement Administration Service Center. This hybrid role focuses on resolving complex member inquiries, advancing policy understanding, and driving process improvements while maintaining high service standards.

Candidates should demonstrate strong analytical skills, excellent communication, and the ability to manage multiple projects.

Qualifications

• 8+ years of experience in a similar role or in customer escalation
• Strong analytical, problem-solving, and implementation skills
• Excellent verbal, written communication and presentation skills
• Ability to manage multiple projects to tight deadlines with attention to detail
• Ability to learn UC policy and procedures quickly
• Discretion, diplomacy, confidentiality and initiative are essential

Responsibilities

• Respond to complex inquiries from stakeholders (faculty, employees, benefits offices)
• Explain UC Retirement Plan benefits, policies and regulations clearly
• Propose and implement solutions to improve operational controls and mitigate risk
• Lead Post Engagement Reviews for high-priority incidents and issues
• Compile and summarize weekly/monthly/quarterly resolution statistics for leadership
• Analyze data trends to improve service quality

Skills

Analytical skills

Problem-solving

Verbal communication

Written communication

Project management

Microsoft Office

Excel

Education

Bachelor's degree in related area

Equivalent experience / training

Tools

Microsoft Office

Excel

Job description

UC OFFICE OF THE PRESIDENT

For UCOP internal applicants, please login to the internal candidate gateway at: Jobs at UCOP

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer Prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

Department Overview

The UCOP Retirement Administration Service Center (RASC) manages retirement benefits for University of California employees. It provides comprehensive services including retirement planning, benefit administration, and support for retirement-related inquiries.

Position Summary

The Member Resolution Manager works closely with their Manager to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) build a culture of high performance in delivering a positive service experience to internal and external clients at every touch point. The Member Resolution Manager is a highly motivated, organized, detailed-oriented, results driven individual with a proven track record of delivering exemplary customer service in a fast-paced work environment while managing multiple cases with limited guidance. The Member Resolution Manager is accountable for supporting their Manager by interacting with members, ensuring they have accurate and complete information in order to make informed decisions regarding their benefits. Resolution must be compliant with the University of California Retirement Plan and its regulations. The Member Resolution Manager is a high-level individual contributor who acts as a resource and subject matter expert in relationship management. The Member Resolution Manager will efficiently use of resources and systems to build reports, establish and maintain quality metrics, survey participants, and identify trends for performance improvement. The Member Resolution Manager also supports leadership in ensuring compliance with federal and state guidelines and polices set forth by the University of California. Please note this is a hybrid position.

Key Responsibilities

25% Respond verbally and in writing to highly complex inquiries and requests from stakeholders (i.e. faculty, employees, local benefits offices, and other internal and external organizations).

25% Understand the complexities of University of California Retirement Plan benefits, policy, and regulations to communicate clearly how they work and why they matter.

20% Support the RASC by recommending and implementing solutions to improve operational controls and mitigate risk, implement solutions in alignment with strategic goals.

10% Lead and facilitate Post Engagement Reviews (Post Incident and Post Escalation Reviews) for high priority incidents and customer issues with a focus on process improvement, as well as, technical resolution. Identifies root cause(s) to prevent reoccurrence; and supports the RASC by implementing solutions to improve operational controls and mitigate risk.

10% Compiles, summarizes and generates weekly, monthly or quarterly statistical reports on member resolution for Manager and leadership, as appropriate.

10% Supports Manager in evaluating and analyzing data and trends to improve the service experience and ensure quality results.

Experience

Required Qualifications

Must have 8 years of experience in a similar role, or within Customer Escalation, Client Relationship Management, or related fields

Skills and Abilities

Required Qualifications

Demonstrates strong analytical, problem-solving, and implementation skills.

Applies strong verbal, written communication and presentation skills.

Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.

Must be able to handle multiple projects and tasks under deadline, extremely organized and detail oriented.

Ability to focus on priorities, strategies, and vision.

Proficient in Microsoft Office and Excel.

Must exercise a high degree of discretion, diplomacy, confidentiality, and initiative while taking independent action.

Must have an innovative, positive, and self-directed attitude. Must be interested in developing solutions to problems and/or methodology for improved deliverables.

Strong organizational, prioritization and time-management skills required.

Must remain calm, tactful, courteous and respectful under pressure.

Must be able to quickly learn, retain and apply UCRP policy and plan design information, as well as internal RASC policies and procedures.

Preferred Qualifications

Knowledge of specific benefits area (i.e. retirement, health and welfare, benefits administration) with general knowledge of other areas of employe benefits and associated programs a plus.

Education

Required Qualifications

Bachelor's degree in related area and / or equivalent experience / training

Travel Requirements

5% Infrequent, pre-scheduled travel may be required as part of the RASC's mission to build strong relationship with campus locations and stakeholders within the University of California.

Job Title

Organizational Consultant 4

Job Code

000562

Salary Grade

Grade 25

Full Salary Range:

$150,000 - $165,000 Commensurate with Experience

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Benefits: For information on the comprehensive benefits package offered by the University visit : Benefits of Belonging

ADDITIONAL INFORMATION

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

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs , as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• “Misconduct” means any violation of the policies or laws governing conduct at the applicant’s previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer .
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy for Employees, Students and Third Parties
  • APM - 035: AffEative Action and Nondiscrimination in Employment

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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