Senior Member Resolution & Benefits Service Lead

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

Job summary

University of California, Office of the President is seeking an Organizational Consultant 4 to lead member resolutions within the Retirement Administration Service Center. The role supports the Manager by ensuring accurate information and compliant service delivery to internal and external clients.

The position requires 8 years of relevant experience, strong analytical skills, and the ability to manage multiple cases with careful attention to detail in a hybrid Oakland environment.

Qualifications

• 8 years of experience in a similar role or in customer escalation, client relationship management, or related fields.
• Strong analytical and problem-solving abilities; effective communication and presentation skills.
• Ability to manage multiple projects with deadlines and maintain high-quality results.

Responsibilities

• Respond verbally and in writing to highly complex inquiries from stakeholders.
• Explain UC Retirement Plan benefits, policy and regulations to users.
• Suggest and implement solutions to improve operational controls and mitigate risk.
• Lead and facilitate post-engagement reviews for high-priority incidents and process improvements.
• Compile and present weekly/monthly/quarterly statistics on member resolutions for leadership.
• Analyze data trends to improve service experience and ensure quality results.

Skills

Analytical skills

Verbal & written communication

Organizational skills

Discretion & confidentiality

Time management

Relationship management

Problem solving

Attention to detail

Multi-tasking

Education

Bachelor's degree

Tools

Microsoft Office

Microsoft Excel

Job description

University of California, Office of the President is seeking an Organizational Consultant 4 to lead member resolutions within the Retirement Administration Service Center. The role supports the Manager by ensuring accurate information and compliant service delivery to internal and external clients.

The position requires 8 years of relevant experience, strong analytical skills, and the ability to manage multiple cases with careful attention to detail in a hybrid Oakland environment.