Location: OaklandFull Time
Job ID: 46143
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.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
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
TheCustomer Service Representative 2 works closely with their department by answering a high volume of calls daily, to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) contribute to a culture of high performance in delivering a positive customer experience to internal and external customers at every touch point.
The Customer Service Representative 2 is a highly motivated, detailed-oriented, results-driven individual with a proven track record of delivering exemplary customer service in a fast-paced work environment.
The Customer Service Representative 2 is an individual contributor, whosupports their supervisor and customers through telephone inquiries (from employees, active & former members, retirees, survivors, local campus benefit offices, and other internal and external organizations and individuals) regarding the University of California Retirement Plan (UCRP). Answers moderately complex inquiries regarding membership benefits, retiree health and welfare benefits, and survivor benefits. Provides UCRAYS and UCNET website navigation to customers.
Key Responsibilities
Operational Excellence

• Participates in building a culture of delivering exemplary service to internal business partners and external customers and clients and to support strategies focused on operational excellence and process and/or workflow improvements.
• Works to ensure that service level goals, quality goals and performance targets are consistently met.
• Always considers the customer's point-of-view and anticipates customer needs when responding to inquiries in a professional and polite manner.
• Performs system transactions thoroughly and accurately.
• Communicates trends influencing call volume and impacting the customer experience.

Analytical Excellence

• Stays current on system information and resources available to deliver the optimal customer experience.
• Accurately applies system information, policies and procedures in preparing documentation, performing transactions, and communicating with members and beneficiaries.
• Participates in quality assurance monitoring.

Training and Development

• May participate in training on specific task and for individual growth and development.
• Participates in trainings across all RASC lines of business (i.e., retirement, health and welfare and survivor units.)

Customer Service Excellence

• Processes work and responds to inquiries timely. Consistently meets unit and organizational service level goals.
• Serves as a "change agent, champion or initial adopter" who embraces change and encourages colleagues to support pending or newly-implemented change initiatives.
• Establishes and builds rapport/relationships with customer, clients and colleagues within and outside of RASC.

Key Relationships

• RASC Leadership
• RASC Business Units
• Call Center Leads, Supervisors and Manager
• Survivors and beneficiaries of deceased UCRP members
• University of California faculty and staff

Qualifications and/or Technical Experience (job specific)

• Must have at least 3 years of customer service experience.
• Comfortable with technology, able to quickly learn new and adapt to new and/or updated software.
• Ability to retain, apply, and communicate system information accurately and effectively.
• Solid organizational and time-management skills; problem-solving skills; able to interact and advise people at all levels, including leaders.
• Must have an innovative, positive self-directed attitude; demonstrates willingness to recommend solutions and resolve problems as they arise. Ability to "go the extra mile" in delivering service to both internal and external customers.
• Willingness to take initiative, prioritize, and work independently on assigned tasks.
• Excellent verbal and written skills.
• Able to work with diverse personalities; remaining calm, courteous, and respectful under pressure.
• Prior experience in retirement, health and welfare, and benefits administration, is a plus.
• Availability to work any of the following scheduled shifts Monday-Friday: 7am-4pm, 7:30am-4:30pm, 8am-5pm (all times PT).

• Education
• High School diploma or GED.

SALARY AND BENEFITS
Salary: The recommended hiring range is $27.37 (STEP 1) to $39.15 (STEP 17). Commensurate with Experience.
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 03, 2022. 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=46143&PostingSeq=1
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