RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 2
University of California Office of the President | |
retirement plan | |
United States, California, Oakland | |
1111 Franklin Street (Show on map) | |
April 29, 2024 | |
For UCOP internal applicants, please login to the internal candidate gateway at: 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. Department Overview 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 Minimum of 2 years Customer service experience, Call Center preferred Skills and Abilities 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 High school diploma or GED. Job Title Retirement Customer Service Representative 2 Benefits: For information on the comprehensive benefits package offered by the University visit: 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. Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. As a condition of employment, you will be required to comply with the University of California , 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: . For the University of California's Anti-Discrimination Policy, please visit: . 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: or email the Human Resource Department at: . |