RASC RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 3 - HYBRID - TWO (2) POSITIONSAVAILABLE

University of California Office of the President; Oakland (CA); Hybrid; USD 32,000 - 47,000; Full time

Job summary

UC Office of the President in Oakland is seeking a Customer Service Representative 3 to support the UC Retirement Administration Service Center, delivering accurate information on retirement plans and benefits to internal and external customers.

The CSR3 will handle case management, quality assurance, training, and collaboration with staff to meet performance targets while ensuring compliance with plan policies.

Responsibilities

• 30% Customer Service: Provides timely and accurate information and guidance to those who contact RASC through phone and written correspondence channels regarding UC Retirement Plan benefits, including survivor and health and welfare benefits.
• 15% Benefit Processing & Case Management: Processes benefit applications to ensure timely payment of benefits. Monitors progress of case completion. Responds to escalated, complex, and sensitive client-related account issues in adherence to UCRP Plan design, rules, regulation, policy, and procedures. Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects.
• 10% Quality Assurance & Compliance: Conducts quality assurance evaluations, monitoring case management and inbound and outbound calls to ensure a high level of service delivery. Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery. Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, departmental practices in coordination and compliance within the UCRP Plan Design to ensure consistent application.
• 20% Team Support & Leadership: Acts as a resource for staff, leadership, clients, as well as internal and external business partners. Supports the Survivor Intake team, supervisor, and RASC leadership by providing timely and accurate information. Supports supervisor and manager in analyzing and evaluating data. Supports the supervisor and manager in providing training and coaching to staff. May monitor the workflow of the team to ensure that quality metrics are reported, and operational efficiencies are streamlined, improved, and met as needed.
• 15% Operational Excellence: Collaborates with the supervisor and manager to build a culture of delivering exemplary service to internal and external clients and to support strategies focused on operational excellence and process and/or workflow improvements. Works closely with the supervisor and manager to ensure that department goals and performance targets are met while maintaining compliance with the plan policy and budget. Recommends improvements to system processing and changes to the plan and regulations. Stays up to date on industry trends, best practices, and technology. Supports the Manager in evaluating and analyzing data and trends to improve the service experience and ensure quality results.
• 10% Training and Development: Confers with the supervisor to identify, recommend, and may provide the appropriate training to further staff development and on-the-job performance. Supports the supervisor and manager in facilitating staff cross-learning across lines of business. Supports the supervisor and manager in facilitating team development functions, which may include attending pre-hire group interview sessions, onboarding, and mentoring inexperienced staff.

Job description

Job ID89685
LocationOakland
Full/Part TimeFull Time

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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 UC Retirement Administration Service Center (RASC) provides systemwide support for University of California employees transitioning into retirement and ongoing pension, health, and welfare benefits management for retirees.

Position Overview

The Customer Service Representative 3 (CSR3) works closely with their department to fulfill divisional strategic objectives, meet and exceed performance standards, and contribute to a culture of high performance and deliver positive customer experience to internal and external customers at every touch point. The CSR3 is a highly motivated, detailed-oriented, problem-solving, results-driven individual with a proven track record of delivering exemplary customer service in a fast-paced work environment. They should be able to work independently while managing multiple projects with limited guidance or supervision. The CSR3 is a high-level individual contributor and subject matter expert who supports the supervisor, manager, and customers by providing timely, accurate, and helpful information. Please note this posting is for two (2) hybrid positions based in Oakland, CA.

Key Responsibilities

• 30% Customer Service: Provides timely and accurate information and guidance to those who contact RASC through phone and written correspondence channels regarding UC Retirement Plan benefits, including survivor and health and welfare benefits. Always considers the customer's point-of-view and anticipates customers' needs when dealing with complex written and verbal inquiries from both.

• 15% Benefit Processing & Case Management: Processes benefit applications to ensure timely payment of benefits. Monitors progress of case completion. Responds to escalated, complex, and sensitive client-related account issues in adherence to UCRP Plan design, rules, regulation, policy, and procedures. Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects.

• 10% Quality Assurance & Compliance: Conducts quality assurance evaluations, monitoring case management and inbound and outbound calls to ensure a high level of service delivery. Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery. Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, departmental practices in coordination and compliance within the UCRP Plan Design to ensure consistent application.

• 20% Team Support & Leadership: Acts as a resource for staff, leadership, clients, as well as internal and external business partners. Supports the Survivor Intake team, supervisor, and RASC leadership by providing timely and accurate information. Supports supervisor and manager in analyzing and evaluating data. Supports the supervisor and manager in providing training and coaching to staff. May monitor the workflow of the team to ensure that quality metrics are reported, and operational efficiencies are streamlined, improved, and met as needed.

• 15% Operational Excellence: Collaborates with the supervisor and manager to build a culture of delivering exemplary service to internal and external clients and to support strategies focused on operational excellence and process and/or workflow improvements. Works closely with the supervisor and manager to ensure that department goals and performance targets are met while maintaining compliance with the plan policy and budget. Recommends improvements to system processing and changes to the plan and regulations. Stays up to date on industry trends, best practices, and technology. Supports the Manager in evaluating and analyzing data and trends to improve the service experience and ensure quality results.

• 10% Training and Development: Confers with the supervisor to identify, recommend, and may provide the appropriate training to further staff development and on-the-job performance. Supports the supervisor and manager in facilitating staff cross-learning across lines of business. Supports the supervisor and manager in facilitating team development functions, which may include attending pre-hire group interview sessions, onboarding, and mentoring inexperienced staff.

Experience

Required Qualifications