RETIREMENT CUSTOMER SERVICE REPRESENTATIVE-2 Three

Location: Oakland
Job ID:

Job Posting

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UC OFFICE OF THE PRESIDENT

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Department Overview
The Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provide long-term pension and retirement health benefits support.

Position Summary
The Customer Service Representative 2 (CSR2) is responsible for providing a full range of customer services to our members. This includes developing processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved in a timely manner. Responds to customer (employees and managers) inquiries and / or problems. Researches and resolves questions and problems, maintains records and communicates resolution and / or status to members. Please note this is a hybrid position with three days a week on-site in Oakland, CA.

Key Responsibilities

• 20% Responds to basic to moderately complex telephone and written inquiries from customers (retirees, employees, local benefits offices, and other internal and external organizations and individuals) regarding UCRP Retirement, Survivor, UCRP Disability and / or Liberty Mutual Disability benefits and health and welfare benefits.
• 20% Answers moderately complex inquiries regarding UCRP service credit.
• 15% Audits, reviews, and validates information received for accuracy and completion, researching and securing appropriate legal documentation as necessary, such as Power of Attorney.
• 15% Resolves customer complaints that are moderate to complex in nature and provides the best solutions available in a timely fashion.
• 15% Provides information to customers on University policies and procedures as well as UC retirement / health and welfare plans and provisions. Provide website navigation and orientation to customers.
• 15% Maintains quality service by following policies and procedures and reporting needed changes. Conducts preliminary audit of customers' accounts, verifies previous audits, and resolves discrepancies to assure compliance with retirement / health and welfare laws and regulations. May provide training to new employees and existing staff on work procedures and activities.

Skills and Abilities
Required Qualifications

• Minimum of two years of proven customer service experience.
• Excellent verbal and written communication skills, including active listening, ability to multi-task and time management skills.
• Ability to research, review, and validate documents for accuracy.
• Ability to research, collect, and organize material into a manageable form.
• Comfortable flexing your day-to-day role and priorities based on department need
• Meet deadlines under demanding conditions with changing priorities.
• Able to work collaboratively as a team member or individually with others in a respectful and professional manner.
• Working knowledge of Microsoft Suite and PC applications.

Education
Required Qualifications

High school diploma or equivalent experience, min two years.

Job Title

Retirement Customer Service Representative 2

Job Code

Salary Grade
STEPS 7 to 13, Commensurate with experience

This position is represented by the CX-Clerical and Allied Services bargaining unit.

Payscale:
$35.29 to $40.29, 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