SENIOR EMPLOYEE SERVICE ASSOCIATE (UCPATH) - HYBRID
Location: Riverside, California
Internal Number: 4790843
This is a Hiring Talent Pool: We are accepting applications for multiple Senior Employee Service Associate openings within the UCPath Center. Apply today to be considered for upcoming openings!
For UCOP internal applicants, please login to the internal candidate gateway at:Jobs at UCOP
Position Base Riverside
Location UCPath Center
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The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
The UCPath Center is the University of California's shared services center in Riverside, CA. The UCPath Center manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, five medical centers, three national labs and more. The staff at the UCPath Center work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath Center
The Senior Employee Service Associate will work within the UCPath Center, reporting directly to the Employee Service Supervisor. The Senior Employee Service Associate is a key member of the UCPath Center team. This critical role will be the escalated line of support for UC employees and managers. This role uses customer service knowledge concepts to apply policies and procedures to respond to complex payroll, academic personnel, workforce administration (WFA), leaves of absence and benefits inquiries, resolving escalated inquiries directly and conducting in depth research on complex issues when needed. This advanced level position requires in-depth knowledge across payroll, workforce administration, payroll, benefits, and academic personnel. The Senior Employee Service Associate will address employee questions across all functional areas, but may be assigned to one primary area. The Senior Employee Service Associate will provide support and guidance to less experienced Employee Service Associate. Employee contacts may be through several channels such as, telephone contact, e-mail, instant messaging or through Customer Relationship Management tool. The Senior Employee Service Associate will work collaboratively with internal/external team members. Other duties may include handling phone inquiries during periods of high volume; developing scripts for the Knowledge Management System and providing internal support as needed. Key Responsibilities
80% CUSTOMER SERVICE
Independently provides accurate and efficient resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, email, instant messaging, customer relationship management) by following appropriate resolution/assessment methodology (investigating and research), utilizing internal and external resources and self-service tools, and determining appropriate course of action or escalation for emerging issues.
Responsibilities involve review of issues and problem resolution in specific areas such as, but not limited to one of the following: payroll, academic personnel, workforce administration (WFA), leaves of absence and benefits.
Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers and the larger UCPath Center team.
Assesses customer's level of understanding and educates and influences customers to utilize self-service support.
Provides support and answers to escalated customer inquiries by researching policies and procedures, recommending self-help web sites, and guiding customers through steps used to arrive at solutions.
Provides support for employees dealing with sensitive and confidential information relating to benefits, leaves of absence, payroll, and/or HR or academic personnel issues. Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction.
Communication style includes accurate and grammatically correct support based on channel (phone, email, case management).
Ensures delivery of quality service to various constituencies.
20% PROJECT MANAGEMENT
Researches, analyzes and works with appropriate levels of the UCPath Center to facilitate implementation of corrective action or ensure problem resolution.
Completes accurate and actionable case documentation in the case management database. Supports the UCPath Center team by sharing knowledge, information, and best practices with peers and cross-functional teams.
Makes recommendations for process changes to ensure effective and efficient customer service. Reviews processes and procedures to improve service. May lead workgroups for review of internal process and technology.
Other duties as assigned.
Experience Required Qualifications
A minimum of four (4) years of demonstrated customer service experience working in an internal HR, payroll, academic personnel, or benefits shared service or call center environment as a subject matter expert in one functional area or an equivalent combination of education and experience.
Skills and Abilities Required Qualifications
Strong regulatory and legislative knowledge as it relates to HR (FLSA, exempt vs. non-exempt, FMLA), payroll (garnishments, wage attachments, W2, GLACIER), academic personnel, and benefits (leaves of absence, health and welfare, etc).
Recommends solutions to current, complex issues using learning from past experiences with calls, contacts, and project work.
Demonstrated project management and organizational skills to maintain quality of day-to-day work while concurrently participating in workgroups/task forces, providing training, and/or working on special projects.
Understanding of and experience applying advanced customer service principles.
Ability to confidently, effectively and professionally respond to challenging conversations with managers and employees.
Strong collaboration and teamwork skills. Ability to share knowledge with others to help them become more effective.
Ability to promote and implement changes to current practices and processes.
Excellent written, oral, and interpersonal communication skills.
Exceptional writing skills to clearly, concisely, and logically articulate ideas, using appropriate editorial style and flawless English grammar; ability to translate technical information and concepts into easily understandable language for a diverse audience.
Demonstrated strong analytical, problem solving, and, organizational skills to effectively research and extract pertinent data and information from multiple sources and systems in providing guidance to and/or resolving issues for callers and in support of other projects.
Ability to serve as a lead resource to Employee Service Representatives as needed.
Attention to detail and thoroughness in work product.
Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.
Ability to provide excellent service with integrity.
Knowledge of UC personnel and payroll policies and procedures.
Experience and proficiency in the PeopleSoft HRMS platform.
Knowledge with a case management platform.
Education Required Qualifications
Bachelor's degree in Human Resources, Business Administration or related field and / or equivalent experience / training.
Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), Fundamental Payroll Certification (FPC), or Certified Payroll Professional (CPP) certification(s).
SALARY AND BENEFITS
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 account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.
Employee Svc Asc 3
$29.68 - $35.47 - Salary offers are determined based on final candidate qualifications and experience.
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC nondiscrimination policy.
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The UCPath Center is the transactional hub for human resources, payroll, benefits, general ledger, workforce administration and academic processes across the entire University of California system.Located in Riverside, California, the UCPath Center will serve more than 200,000 employees from each UC campus and medical center as well as vendors, location administrators, and policy makers from the University of California Office of the President.