RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 3 - RASC

$75,358 - $79,976/Yr

University of California - Oakland, CA

Full-time - Entry Level

Hybrid - Oakland, CA

5,001-10,000 employees

Educational Services

About the position

The Retirement Customer Service Representative 3 (CSR3) at the University of California Office of the President plays a crucial role in providing exceptional customer service to employees transitioning into retirement. This position involves responding to a high volume of inquiries regarding pension, retirement, and health benefits, ensuring accurate and timely information is delivered to clients and internal partners. The CSR3 is expected to contribute to departmental goals, maintain compliance with policies, and participate in quality assurance evaluations to enhance service delivery.

Responsibilities

• Supports clients, members, and RASC leadership in developing timely, accurate, and well-written responses to incoming written correspondence, secure messages, and emails.
• Works to ensure that department level goals and performance targets are consistently met while maintaining compliance to departmental standards of excellence.
• Supports manager/supervisor in analyzing and evaluating data, recommending and implementing solutions to complex issues and problems.
• Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, ensuring consistent application within the UCRP Plan Design.
• Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery.
• Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects.

Requirements

• Minimum 2 years of demonstrated ability to provide quality customer service, written, over the phone, or in person.
• Demonstrated knowledge of customer service best practices.
• Ability to learn, retain, apply and articulate policy, procedure, and plan information accurately and timely.
• Demonstrated ability to handle and diffuse escalated situations in a professional manner.

Nice-to-haves

• Minimum 2 years working knowledge of pertinent federal and state regulations in the administration of employee, health and welfare, or retirement benefits.
• Ability to work with a team or individually and make recommendations for continuous improvements.
• Minimum 1 year demonstrated ability to handle multiple assignments, projects, and tasks in a timely manner to meet service level objectives.

Benefits

• Comprehensive benefits package including health insurance, retirement plans, and paid time off.