Description:
CORE DUTIES:
- Provide customer service responses by applying information, tools, processes and subject matter expertise to benefits related inquiries/service requests via phone, computer-based chat, email or in-person.
- Monitor incoming work queues; select highest priority work; maintain volume of output to department standards.
- Monitor, report on and complete all phases of case management support at an expert level with minimal supervision; ensuring issues are coordinated, logged, tracked, and resolved appropriately.
- Act as technical expert in a customer support environment. Escalate issues and refer to specialized benefits experts as needed.
- Represent UHR to Stanford on benefit programs, policies, or initiatives at workshops, presentations, new employee orientations, or in one-on-one meetings with employees, retirees, faculty, and HR clients. Interact with HR professionals at all levels.
- Participate in projects requiring technical expertise and creativity in analysis.
- Manage small-to-medium administrative programs (e.g. Intent to Retire, system testing). Contribute to larger projects.
- Act as a resource and train peer specialists on how to perform core duties
- Provide input on process improvements, employee-facing communications and web pages
- Positions within this classification, who are assigned as Team Lead, are also expected to perform the following duties:
- Oversee day-to-day work of other staff including scheduling, assigning, and prioritizing workloads, setting appropriate deadlines, reviewing work for quality and timeliness, onboarding new staff, and providing performance review input.
- Advise supervisor of work progress, appropriate resources needed to accomplish work, issues and other significant information.
- Develop and maintain internal knowledge base, job aids and administrative processes; maintain external web materials.
- Act as a backup to the supervisor which can include monitoring the work queue, onboarding new staff and updating website material.
- Assist in the design of training materials on department work and related university policies or procedures.
MINIMUM REQUIREMENTS:
Education & Experience:
Bachelor’s degree or four years’ experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
- Ability to provide excellent client service.
- Excellent oral and written communication skills.
- Ability to communicate complex benefits issues in layman terms.
- Strong attention to detail and accuracy.
- Proven ability to learn and apply general human resources policies using problem-solving skills.
- Demonstrated ability to maintain confidentiality and effectively handle highly sensitive and personal information with sound judgment, tact and discretion.
- Ability to multitask and to effectively organize workload.
- Strong, effective interpersonal, and customer service skills.
- Strong computer skills, including Microsoft Office suite (Outlook, Word, Excel, and PowerPoint). . Experience using email and the internet.
- Proficient in using human resource management systems, such as PeopleSoft and time/leave systems.
Certifications and Licenses:
None