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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.
Provides customer support that generates a high level of customer satisfaction. Applies policies and procedures to resolve a variety of customer service issues. Works on customer service assignments of routine and moderate 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.
Covered under University series concept / specification for classification 4738. Under general supervision of the unit supervisor works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making. Learns about University personnel policy and retirement / health and welfare plans to resolve routine issues requiring limited judgment.
20% - Responds to basic routine telephone calls, written and web inquiries from customers (includes retirees, employees, local benefits offices, and other internal and external organizations and individuals) on retirement / health and welfare plans and plan provisions.
20% - Answers basic inquiries regarding UCRP service credit and Retiree Health & Welfare benefits. Understand and communicate basic provisions of retirement / health and welfare plans to customers. Handle customer complaints, provide appropriate solutions and alternatives within the time limits. Keep records of customers' interactions.
20% - Assist in preparing correspondence that is routine in nature involving the application of retirement / health and welfare law and University of California processes and procedures for customers.
20% - Assesses customer's level of understanding; educates and influences customers to utilize available self-service support.
20% - Assists in processing paperwork in accordance with established procedures in order to ensure accurate and timely distribution of retirement / health and welfare benefits. Assists in the verification of enrollment form entry for new retirement / health and welfare plan participants and initiating requests made by participants.
Basic verbal and written communication skills, active listening, and time management skills.
Basic research skills.
Meet deadlines under demanding conditions with changing priorities.
Basic skills to analyze information and synthesize large amounts of data with strong attention to detail.
Proven customer support experience.
Basic knowledge of human resources, University of California Retirement Plan (UCRP).
Retiree Health and Welfare and relation programs, procedures and transaction status.
May have basic knowledge of the Retirement Savings Programs.
High school diploma or equivalent experience.
SALARY AND BENEFITS
Salary: $25.70 / hour.
Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging.
HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.
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
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. EEO/AA Employer UC Nondiscrimination Policy
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About University of California Office of the President
The Office of the President is the systemwide headquarters of the University of California, managing its fiscal and business operations and supporting the academic and research missions across its campuses, labs and medical centers.