CUSTOMER SERVICE REPRESENTATIVE 3 - SECURE MESSAGES

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UC OFFICE OF THE PRESIDENT

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DEPARTMENT OVERVIEW
The Retirement Administration Service Center (RASC) counsels employee/members of the University as they transition into retirement and provide pension, retirement and health benefits support.

Position Summary
The Member Services Customer Service Representative 3 (CSR3) works closely with their department by responding to a high volume of written inquiries daily, in order to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance expectations; and 3) contribute to a culture of high performance in delivering well-written, professional, and accurate responses to internal business partners and external customers to foster positive client engagement 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, dynamic work environment. The CSR3 works as an individual contributor and subject matter expert who uses resources effectively to develop appropriate responses to inquiries and provide accurate and timely information. Under the guidance of their supervisor and manager, the Member Services Customer Service Representative 3 will retain and apply UCRP Plan design information to formulate written responses, document procedures, and may monitor overall performance to identify trends, to ensure the quality, accuracy, and consistency of the information provided in written responses. Please note this is a hybrid position with three days a week on site in Oakland, CA.

Key Responsibilities

50% Supports clients, members, and RASC leadership in developing timely, accurate, and well written responses to incoming written correspondence, secure messages, and emails.

15% Works to ensure that department level goals and performance targets are consistently met while maintaining compliance to departmental standards of excellence.

10% Support manager/supervisor in analyzing and evaluating data. May recommend and or implement solutions to complex issues and problems.

10% Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, departmental practices in coordination and compliance to within the UCRP Plan Design to ensure consistent application.

10% Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery.

5% Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects.

Experience
Required Qualifications

Minimum 2 years Demonstrated ability to provide quality customer Service, written, over the phone, or in person. Demonstrated knowledge of customer service best practices. Ability to learn, retain, apply and articulate policy, procedure, and plan information accurately and timely. Demonstrated ability to handle and diffuse escalated situations in a professional manner.

Preferred Qualifications

Minimum 2 years Working knowledge of pertinent federal and state regulations in the administration of employee, health and welfare, or retirement benefits. Ability to work with a team or individually and make recommendation for continuous improvements.

Minimum 1 year Demonstrated ability to handle multiple assignments, projects, and tasks in a timely manner to meet service level objectives.

Skills and Abilities
Required Qualifications

Exemplary written communication skills

Exercise a high degree of discretion, diplomacy, confidentiality, and initiative to resolve member-related issues

Strong organization, prioritization, and time-management skills

Proficient in the use of Microsoft Suite and PC applications

Able to deliver consistent quality service to both internal and external business partners

Able to troubleshoot and resolve complex, and emerging issues through critical thinking, problem analysis, and decision making

Able to build and maintain business and technical knowledge for accurate dissemination of information

Able to work collaboratively as a team member or individually with others in a respectful professional manner.

Preferred Qualifications

Knowledge of pertinent federal and state regulations, risk and compliance guidelines in employee and benefits administration.

Education
Required Qualifications

High School Diploma

Preferred Qualifications

Bachelor's degree in related field

Travel Requirements
0%

Job Title

Retirement Customer Service Representative 3

Job Code
004443

Salary Grade
STEPS 1 to 20

Payscale:
STEP 6 - $36.23 to STEP 9 - $38.45

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 January 5, 2025. If needed, add: 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.

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