University of California - Oakland, CA
posted 21 days ago
Full-time - Entry Level
Hybrid - Oakland, CA
Educational Services
About the position
The Retirement Customer Service Representative 3 (CSR3) at the University of California's Retirement Administration Service Center (RASC) plays a crucial role in providing support to employees transitioning into retirement. This position involves responding to a high volume of inquiries regarding pension, retirement, and health benefits, ensuring timely and accurate communication with clients and internal partners. The CSR3 is expected to maintain a high standard of customer service while adhering to departmental policies and procedures, contributing to a culture of excellence and continuous improvement.
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.
