Job Posting

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

UCPATH CENTER

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

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

POSITION SUMMARY

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.

• 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.

• 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.

• 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.

• 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).