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).
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
High School diploma or equivalent
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)
Contact center/help desk/call center experience
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.
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.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.