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UC OFFICE OF THE PRESIDENT

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Department Overview The Retirement Administration Service Center (RASC) counsels, guides, and informs members, survivors and beneficiaries of the University system as they transition into retirement and provides long-term pension, retirement, health and welfare benefit 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 survivors, beneficiaries, and benefit payees, 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 is a hybrid position. Key Responsibilities

25% Responds to basic to moderately complex telephone and written inquiries from customers (includes retirees, employees, local benefits offices, survivors and beneficiaries, and other internal and external organizations and individuals) regarding UCRP retirement, survivor benefits, as well as, UCRP Disability and health and welfare benefits. Maintains quality service by following policies and procedures and reporting needed changes.

25% Prepares applications and correspondence involving the application of death benefits, retirement, and health and welfare benefits applying UCRP Plan Design, regulations, and University of California processes and procedures.

10% Provides information to customers on University policies and procedures as well as UC retirement, survivor and beneficiary/ health and welfare plans and provisions. Resolves customer complaints that are moderate in nature and provides the best solution in a timely manner.

10% May provide training to new employees and existing staff on work procedures and activities.

20% Conducts preliminary audit of customers' accounts, verifies information, and resolves discrepancies to assure compliance with retirement, death, and health and welfare UCRP laws and regulations.

10% Audits and reviews information received for completion, researching and securing appropriate legal documentation as required such as Power of Attorney.

Experience Required Qualifications

Minimum 2 years Customer Service

Preferred Qualifications

Minimum 1 year Case Management experience

Skills and Abilities Required Qualifications

Working knowledge of human resources, employee benefits, University of California Retirement Plan (UCRP), Retiree Health and Welfare and related programs. procedures and transaction status.

Ability to apply and communicate system information, regulations, processes, and procedure.

Requires verbal and written communication skills, active listening to formulate appropriate responses to member inquiries.

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.

Working skills to analyze information and synthesize large amounts of data with strong attention to details.

Proven ability to provide quality service to customers.

Education Required Qualifications

High school diploma or equivalent experience. Job Title

Retirement Administration Service Center Customer Service Representative 2 Job Code 004737 Salary Grade STEPS 1 to 17 Payscale: $31.36 (STEP 5) to $39.16 (STEP 15) Full Salary Range: $28.63 (STEP 1) to $40.95 (STEP 17)

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.

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 June 19, 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. 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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