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RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 2

University of California Office of the President
retirement plan
United States, California, Oakland
1111 Franklin Street (Show on map)
May 27, 2024

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 Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provides long-term pension and retirement health benefits support.

Position Summary
Provides Retirement Administration Service Center (RASC) member support that generates a high level of satisfaction. Applies policies and procedures to resolve a variety of member service issues. Works on member services assignments of moderate and routine scope where analysis of situations or data requires a review of a variety of factors. Works on assignments such as inquiries and complaints from internal customers (includes retirees, employees, local benefits offices, and other internal and external organizations and individuals) regarding services that are semi-routine in nature but recognizes when a case needs to be escalated. Please note this posting is for three (3) CSR2 positions.

The Customer Service Representative 2 works closely with their department by answering a high volume of calls daily, to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) contribute to a culture of high performance in delivering a positive customer experience to internal and external customers at every touch point.

The Customer Service Representative 2 is a highly motivated, detailed-oriented, results-driven individual with a proven track record of delivering exemplary customer service in a fast-paced work environment.

The Customer Service Representative 2 is an individual contributor, who supports their supervisor and customers through telephone inquiries (from employees, active & former members, retirees, survivors, local campus benefit offices, and other internal and external organizations and individuals) regarding the University of California Retirement Plan (UCRP). Answers moderately complex inquiries regarding membership benefits, retiree health and welfare benefits, and survivor benefits. Provides UCRAYS and UCNET website navigation to customers.

Key Responsibilities

25% 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.

25% Answers moderately complex inquiries regarding UCRP service credit.

25% Resolves customer complaints that are moderate to complex in nature and provides the best solutions available in a timely fashion.

25% Provides information to customers on University policies and procedures as well as UC retirement / health and welfare plans and provisions.

Experience
Required Qualifications

Minimum of 2 years Customer service experience, Call Center preferred

Skills and Abilities
Required Qualifications

Requires verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.

Ability to research, collect, and organize material into a manageable form.

Meet deadlines under demanding conditions with changing priorities.

Working knowledge of common computer application programs.

Proven customer support experience.

Availability to work any of the following scheduled shift starting times Monday-Friday:7am, 7:30am, 8am (all times PT).

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.

Working skills to analyze information and synthesize large amounts of data with strong attention to details.

Education
Required Qualifications

High school diploma or GED.

Job Title

Retirement Customer Service Representative 2

Job Code
004737

Salary Grade
STEPS 1 to 17

Payscale:
$31.36 (STEP 5) to $39.16 (STEP 15)

Full Salary Range:
$28.63 (STEP 1) to $40.95 (STEP 17)

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

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is May 1, 2024. The position will be open until filled.

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.

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu.

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