Rasc Retirement Customer Service Representative 2 - Hybrid / On-Site

Location: OaklandFull Time
Job ID: 55766
Job Posting

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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.

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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 7 Career RASC Retirement Customer Service Representative 2 positions. Please note one CSR2 position will be allocated to the Secure Message Team, one CSR2 to the Verify Team, one CSR2 to the Phone Team and one CSR2 to the Survivor Intake Team. Please note more then one position is available.

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
  
• Min 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.
  
  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 equivalent experience.
  
  Job Title
  
  RASC Retirement Customer Service Representative 2
  
  Job Code
  004737
  
  Salary Grade
  STEPS
  
  Full Salary Range:
  $27.37 (Step 1) to $39.15 (Step 17) Commensurate with Experience
  
  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 July 26, 2023 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
  
  August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy
  
  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. EEO/AA Employer UC Nondiscrimination Policy
  
  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.
  
  To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucop/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=19&JobOpeningId=55766&PostingSeq=1
  
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