Posted: 15-Jan-23
Location: Ann Arbor, Michigan
Salary: Open
Internal Number: 229160
The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through consistent processes and enabling technology.
Reporting to the HR Customer Care Supervisor, each HR Customer Care part time Representative serves as a critical member of the Customer Care Team. Each Associate is responsible for receiving customer inquiries and processing or escalating accordingly.
Note: This is a part-time (60% effort) two-year term limited position. The work hours are 9:30a-3:30p four days a week (Monday, Friday, two other weekdays).
Responsibilities
- Maintain knowledge of and adhere to University of Michigan policies and procedures
- A HR Customer Care Representative is expected to develop subject matter expertise in areas of Benefits and HR. The candidate must be comfortable spending 90% of the time answering inquiries via phone
- Answering or triaging inquiries relating to medical, dental, vision, legal, life insurance, long-term disability, benefits billing and deductions, and general HR inquiries by phone and email
- Working in a collaborative environment, with business partners, customers, and colleagues.
- Utilizing extensive on-the-job training to address customer inquiries
- Handling a high volume of tickets using a case management tool to open, document, process, and resolve tickets
- Accessing records in multiple systems, which requires toggling between multiple screens, in order to resolve inquiries promptly with a high degree of accuracy
- Communicating via both email and phone to collect additional information and provide updates on ticket status, as necessary
- Constantly adjust to ever-changing benefits plans, rules, and regulations
- Submit requests for new knowledge base material to be created or updated as necessary to keep knowledge base current
- Submit continuous improvement ideas and support continuous improvement initiatives
- Other duties as assigned
Required Qualifications
Education:
- High School diploma or equivalent
Experience:
- 1+ years of experience providing direct excellent customer service
- Strong typing and data entry skills
- Proven ability to multitask and work efficiently and effectively, delivering high-quality work in a fast-paced, ever-changing work environment
- Ability to work effectively in a team environment
- Excellent written and verbal communication skills
- Proficient standard office computer skills with (i.e. Microsoft Office, Google)
Desired Qualifications
- Contact center/help desk/call center experience
Work Location/Hours:
This position works primarily remotely. Going forward the position may be up to 95% remote and the candidate must live within a reasonable commuting distance from Ann Arbor.
Additional Information:
The University of Michigan, with an operating budget of $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Paid Leave Balance and Employment Verifications, and Employment Process. To learn more about U-M SSC, please visit our website: www.SSC.UMICH.edu.
We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.
The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
NOTE: Visa sponsorship is not available for this position.
The University of Michigan is an equal opportunity/affirmative action employer.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.
