RASC - RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 2 - SECURE MESSAGES

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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

Provide feedback to management on ways to improve service delivery, timeliness and accuracy in alignment with UC, UCRP Plan Design, rules, regulations, policy and procedures.

Key Responsibilities

25% - Applies system information by responding timely, in writing to inquiries from U C faculty, staff, disabled and retired members, and other system benefit payees in addition to local benefits offices, and other internal and external organizations and individuals).

20% - Responds to inquiries and provide information regarding various topics ranging from UCRP Retirement plans, beneficiary and survivor benefits, in addition to health and welfare benefits.

20% - Effectively applies, retains and utilizes resources and system information to develop accurate written responses to routine and general inquiries , and facilitate resolution to member account related issues. Remains current on new and updated information, technology or system changes and enhancements.

20% - Communicate professionally and work with peers and other RASC internal staff to facilitate and resolve customer issues and complaints that are sensitive and confidential in nature. Escalate issues when appropriate and follow-up ensuring appropriate resolution.

15% - Consistently meet production goals and assure quality of responses and service delivery in alignment with departmental goals and objectives.

Experience

Required Qualifications

Minimum of 2 years Customer Service experience, developing written responses to inquiries and application of organizational rules, regulations, policy and procedures.

Skills and Abilities

Required Qualifications

Ability to learn, retain, apply and communicate information regarding UC, UCRP, as well as U C Health and Welfare benefit, regulations, policy and procedure effectively and in a timely manner to the incoming inquiries.

Requires effective verbal and written communication skills, active listening, critical thinking, organization and time management skills.

Ability to research, collect, and organize resource material to resolve issues and or recommend solutions.

Meet deadlines under time constraints, challenging conditions and with changing priorities.

Working knowledge of computer application programs.

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

Proven customer service and support experience.

Preferred Qualifications

Ability to meet production goals, facilitate responses and provide quality service and working knowledge of defined benefit and defined contribution retirement programs.

Education

Required Qualifications

High school diploma or equivalent experience.

Job Title

Retirement Service Center Customer Service Representative 2

Job Code

004737

Salary Scale

GRADE 110 - Union CX

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.

SALARY AND BENEFITS

Salary: The recommended hiring scale is Step 1 to Step 17 ($28.63 to $40.95). 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 February 12, 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. EEO/AA Employer UC Nondiscrimination Policy

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