RASC RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 2 - FIVE POSITIONS AVAILABLE - HYBRID

University of California Office of the President; Oakland (CA); Hybrid; USD 52,000 - 59,000; Full time

Job summary

University of California Office of the President in Oakland is seeking a CSR2 to deliver a full range of customer services to members of the UCRP, health and welfare programs, and related benefits. You will develop processes to ensure speed and accuracy in responses, research inquiries, and communicate resolutions to members.

The role emphasizes handling inquiries from retirees and employees, adhering to policies, and collaborating with a team in a hybrid Oakland setting.

Qualifications

• Must have at least 2 years' of customer service experience, including in retirement, health & welfare, or benefits administration.
• Proven successful customer support experience.
• Requires strong verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.
• Working knowledge of common computer application programs.

Responsibilities

• Responds to basic to moderately complex inquiries from customers about UCRP Retirement, Survivor and Disability benefits and health and welfare benefits.
• Maintains quality service by following policies and procedures and reporting needed changes.
• Answers moderately complex inquiries regarding UCRP service credit.
• Ability to research, review, and validate documents for accuracy.
• Meet deadlines under demanding conditions with changing priorities.
• Work collaboratively as a team member or independently in a respectful and professional manner.

Skills

Customer service

Verbal communication

Written communication

Active listening

Time management

Education

High school diploma

Tools

MS Office

CRM systems

Job description

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

UC OFFICE OF THE PRESIDENT

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 University of California Retirement Administration Service Center (RASC) manages the University of California Retirement Plan (UCRP), pension payments, and retiree health and welfare benefits.

Position Summary

The Customer Service Representative 2 (CSR2) is responsible for providing a full range of customer services to our members. This includes developing processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved in a timely manner. Responds to customer (employees and managers) inquiries and / or problems. Researches and resolves questions and problems, maintains records and communicates resolution and / or status to members. Five position available. Please note, this is a hybrid position based in Oakland, CA.

Key Responsibilities

• 50% 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, UCRP Disability and / or Liberty Mutual Disability benefits and health and welfare benefits. Provide website navigation and orientation to customers.
• 10% Maintains quality service by following policies and procedures and reporting needed changes.
• 10% Answers moderately complex inquiries regarding UCRP service credit.
• 10% Ability to research, review, and validate documents for accuracy.
• 10% Meet deadlines under demanding conditions with changing priorities
• 10% Able to work collaboratively as a team member or individually with others in a respectful and professional manner. Comfortable flexing your day-to-day role and priorities based on department need.

Required Qualifications

• Must have at least 2 years' of customer service experience, including demonstrated experience in one of more of the following areas: retirement, health & welfare, benefits administration.
• Proven successful customer support experience.
• Requires strong verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.
• Working knowledge of common computer application programs.

Preferred Qualifications

• Working knowledge of human resources, University of California Retirement Plan (UCRP), Retiree Health and Welfare and relation programs, procedures and transaction status.
• Working knowledge of the Retirement Savings Programs.

Education

High school diploma or equivalent experience.

Travel Requirements

0% no travel required

Job Title

Retirement Administration Service Center 2 (CX)

Job Code

004737

Salary Grade

STEPS

This position is represented by the CX - Clerical & Allied Services bargaining unit.

Payscale

STEP 8 - $37.88 to STEP 14 - $43.26, 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

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position.

Background check process at UCOP

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.
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EEO STATEMENT

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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