EMPLOYEE SERVICE ASSOCIATE (HYBRID)

This is a Hiring Talent Pool: We are accepting applications for multiple Employee Service Associate openings within the UCPath Center. Apply today to be considered for upcoming openings!

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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.

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.

Position Summary

The Employee Service Associate will work within the UCPath Center, reporting directly to the Employee Service Supervisor. This critical role will be the first point of contact and service for UC employees, former employees and vendors.

This role utilizes customer service and workstream business process knowledge concepts to apply policies and procedures to respond to all levels of human resources inquiries, resolving most inquiries directly and escalating complex/unique issues as needed. Customer contacts may be through multiple channels, with the majority of contacts made through telephone contact, UCPath online and the case management tool.

The incumbent will provide information and guidance primarily by phone to UC employees, former employees and vendors regarding payroll (garnishments, wage attachments, W2, etc.), benefits (eligibility, enrollment, premiums, coverage level, leave of absence, providers, Open Enrollment, etc...), human resources (job data information, personal information, position, effective dates, employment status, etc.), accruals (vacation, sick, compensatory time, PTO, etc.), and academic personnel (processors, lecturers, post-doctoral, etc.).

Knowledge and experience as a subject matter expert is required in at least one of the following areas: benefits, payroll, or human resources. The incumbent must be able to acquire in depth knowledge across multiple areas through training.

Key Responsibilities

100%

Provides accurate and timely resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, chat, case management tool, etc.). Must apply appropriate resolution assessment methodology (investigate and research), utilize knowledge management tools, educate employees, former employees and vendors on self- service tools, policies and procedures and determine the appropriate course of action or escalation for emerging issues.

Responsibilities involve assessment of issues and problem resolution in various areas such as, but not limited to: benefits, payroll, human resources, accruals, and academic personnel.

Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge to support of customers, peers and the larger UCPath Center team.

Assesses customer's level of understanding, educates and influences customers to utilize self-service support. Provides support by answering 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, former employees and vendors with sensitive and confidential information relating to benefits, payroll, and/or HR issues.

Communicates effectively (written and verbal) to best match customer style needs and level of understanding to create an optimal customer interaction.

Communication style includes accurate and grammatically correct support based on channel (phone, email, chat and case management).

Completes accurate and actionable case documentation in the case management tool.

Supports the UCPath Center team by sharing knowledge, information, and best practices with peers and cross-functional teams.

May participate in workgroups for review of internal processes and technology changes to ensure effective and efficient customer service, accurate knowledge, and timely resolutions.

Ensures delivery of quality service to various constituencies.

Other duties as assigned.

Experience
Required Qualifications

• A minimum of three (3) years demonstrated customer service experience working in an internal HR, payroll, 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

• Content knowledge across HR, academic personnel, benefits, payroll, and leave administration functional areas with in-depth knowledge and experience in one or more of these areas.
• Understanding of and experience applying advanced customer service principles. Interacts confidently, effectively and professionally during challenging conversations with employees, former employees and vendors.
• Recommends solutions to current issues using learning from past experiences with calls and project work.
• Strong collaboration and teamwork skills. Demonstrated ability to share knowledge with others to help them become more effective. Ability to promote and implement changes to current practices and processes. Excellent interpersonal communication skills.
• Excellent writing skills to clearly, concisely and logically articulate ideas and issues, using appropriate editorial style and strong English grammar skills; 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 customers and in support of other projects.
• Ability to effectively utilize UCPath Center workstation functionality (e.g., imaging, on-line reference tools, Windows environment, Microsoft Office products and computers in general)
• 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.
• Ability to ask for coaching and feedback, seek better understanding, and act on it to improve his or her contribution. Strong regulatory and legislative knowledge as it relates to HR (FLSA, exempt vs. non-exempt, FMLA), payroll (garnishments, wage attachments, W2, GLACIER), and benefits (LOA, health and welfare, CARE services).
• Strong 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 accomplish assigned projects without compromising the integrity of the UCPath Center and/or University of California policies and procedures.
• Self-motivated and directed. Ability to think strategically and focus on the accomplishment of UCPath Center mission and priorities.
• Ability to appropriately handle confidential matters and material. Ability to provide excellent service with integrity.

Preferred Qualifications

• Knowledge of UC personnel and payroll policies and procedures.
• Experience and proficiency in the PeopleSoft HRMS platform and Salesforce.

Education
Required Qualifications

• High school diploma or equivalent experience.

Preferred Qualifications

• Bachelor's degree in human resources, business administration or related field and / or equivalent experience.

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.

Job Title
Employee Svc Asc 2

Job Code
007755

Salary Grade
STEPS

Payscale:
$27.02 - $32.30 an hour - Salary offers are determined based on final candidate qualifications and experience.

Full Salary Range:
$27.02 - $37.09

Benefits: For information on the comprehensive benefits package offered by UCPath Center visit:

ADDITIONAL INFORMATION

This position will work a hybrid schedule which includes a combination of working both onsite at the UCPath Center in Riverside and remote in California.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

JOB CLOSE DATE

For first consideration, please apply by: April 30, 2023

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position.

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014.

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.

EEO STATEMENT

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. .

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