EMPLOYEE SERVICE ASSOCIATE

For UCOP internal applicants, please login to the internal candidate gateway at: Jobs at UCOP

Position Base
Riverside

Location
UCPath

UCPATH

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

UCPath is the University of California's shared services center in Riverside, CA. UCPath manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, six medical centers, three national labs and more. The staff at UCPath work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath

Position Summary
The Employee Service Associate will work within UCPath, reporting directly to the Employee Service Supervisor. This critical role will be the first point of contact and service for UC employees, former employees and vendors. This role utilizes customer service and workstream business process knowledge concepts to apply policies and procedures to respond to all levels of human resources inquiries, resolving most inquiries directly and escalating complex/unique issues as needed. Customer contacts may be through multiple channels, with the majority of contacts made through telephone contact, UCPath online and the case management tool. The incumbent will provide information and guidance primarily by phone to UC employees, former employees and vendors regarding payroll (garnishments, wage attachments, W2, etc.), benefits (eligibility, enrollment, premiums, coverage level, leave of absence, providers, Open Enrollment, etc...), human resources (job data information, personal information, position, effective dates, employment status, etc.), accruals (vacation, sick, compensatory time, PTO, etc.), and academic personnel (professors, lecturers, post-doctoral, etc.). Knowledge and experience as a subject matter expert is required in at least one of the following areas: benefits, payroll, or human resources. The incumbent must be able to acquire in depth knowledge across multiple areas through training.

Key Responsibilities

• 25% Provides accurate and timely resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, chat, case management tool, etc.). Must apply appropriate resolution assessment methodology (investigate and research), utilize knowledge management tools, educate employees, former employees and vendors on self- service tools, policies and procedures and determine the appropriate course of action or escalation for emerging issues. Responsibilities involve assessment of issues and problem resolution in various areas such as, but not limited to: benefits, payroll, human resources, accruals, and academic personnel.
• 25% Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers and the larger UCPath team. Assesses customer's level of understanding and educates and influences customers to utilize self-service support. Provides support by answering escalated customer inquiries by researching policies and procedures, recommending self-help websites, and guiding customers through steps used to arrive at solutions. Provides support for employees with sensitive and confidential information relating to benefits, payroll, and/or HR issues.
• 25% Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction. Communication style includes accurate and grammatically correct support based on channel (phone, email, case management). Completes accurate and actionable case documentation in the customer relationship management system.
• 25% Supports the UCPath team by sharing knowledge, information, and best practices with peers and cross-functional teams. May research, analyze and work with appropriate levels of UCPath to facilitate implementation of corrective action or ensure problem resolution. May participate in workgroups for review of internal process and technology to ensure effective and efficient customer service. Ensures delivery of quality service to various constituencies.

Experience
Required Qualifications

• * A minimum of three (3) years demonstrated customer service experience working in an internal HR, payroll, or benefits shared service or call center environment as a subject matter expert in one functional area, or an equivalent combination of education and experience.

Skills and Abilities
Required Qualifications

• Content knowledge across HR, academic personnel, benefits, payroll, and leave administration functional areas with in-depth knowledge and experience in one or more of these areas.
• Understanding of and experience applying advanced customer service principles. Interacts confidently, effectively and professionally during challenging conversations with managers and employees.
• Recommends solutions to current issues using learning from past experiences with calls and project work.
• Strong collaboration and teamwork skills. Demonstrated ability to share knowledge with others to help them become more effective. Ability to promote and implement changes to current practices and processes. Excellent interpersonal communication skills.
• Excellent writing skills to clearly, concisely and logically articulate ideas and issues, using appropriate editorial style and strong English grammar skills; ability to translate technical information and concepts into easily understandable language for a diverse audience.
• Demonstrated strong analytical, problem solving, and organizational skills to effectively research and extract pertinent data and information from multiple sources and systems in providing guidance to and/or resolving issues for customers and in support of other projects.
• Ability to effectively utilize UCPath workstation functionality (e.g., imaging, on-line reference tools, Windows environment, Microsoft Office products and computers in general)
• Demonstrated project management and organizational skills to maintain quality of day-to-day work while concurrently participating in workgroups/task forces, providing training, and/or working on special projects.
• Ability to ask for coaching and feedback, seek better understanding, and act on it to improve his or her contribution. Strong regulatory and legislative knowledge as it relates to HR (FLSA, exempt vs. non-exempt, FMLA), payroll (garnishments, wage attachments, W2, GLACIER), and benefits (LOA, health and welfare, CARE services).
• Strong attention to detail and thoroughness in work product. Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.
• Ability to accomplish assigned projects without compromising the integrity of UCPath and/or University of California policies and procedures.
• Self-motivated and directed. Ability to think strategically and focus on the accomplishment of UCPath's mission and priorities.
• Ability to appropriately handle confidential matters and material. Ability to provide excellent service with integrity.

Preferred Qualifications

• Knowledge of UC personnel and payroll policies and procedures.
• Experience and proficiency in the PeopleSoft HRMS platform.

Education
Required Qualifications

• High school diploma or equivalent experience

Preferred Qualifications

• Bachelor's degree in human resources, business administration or related field

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.

Job Title
EMPLOYEE SVC ASC 2

Job Code
007755

Salary Grade
STEPS

Payscale:
$29.45 - $40.43 - an hourly Salary offers are determined based on final candidate qualifications and experience

Benefits: For information on the comprehensive benefits package offered by UCPath visit: Benefits of Working for UC

ADDITIONAL INFORMATION

This position will work a hybrid schedule which includes a combination of working both onsite at UCPath in Riverside and remote in California.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

JOB CLOSE DATE

For first consideration, please apply by: January 25, 2025.

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.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer.
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy for Employees, Students and Third Parties
  • APM - 035: Affirmative Action and Nondiscrimination in Employment

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.

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