RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 3 - RASC

About the position The Retirement Customer Service Representative 3 (CSR3) at the University of California's Retirement Administration Service Center (RASC) plays a crucial role in providing support to employees transitioning into retirement. This position involves responding to a high volume of inquiries regarding pension, retirement, and health benefits, ensuring timely and accurate communication with clients and internal partners. The CSR3 is expected to maintain a high standard of customer service while adhering to departmental policies and procedures, contributing to a culture of excellence and continuous improvement. Responsibilities • Supports clients, members, and RASC leadership in developing timely, accurate, and well-written responses to incoming written correspondence, secure messages, and emails. , • Works to ensure that department level goals and performance targets are consistently met while maintaining compliance to departmental standards of excellence. , • Supports manager/supervisor in analyzing and evaluating data, recommending and implementing solutions to complex issues and problems. , • Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, ensuring consistent application within the UCRP Plan Design. , • Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery. , • Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects. Requirements • Minimum 2 years of demonstrated ability to provide quality customer service, written, over the phone, or in person. , • Demonstrated knowledge of customer service best practices. , • Ability to learn, retain, apply and articulate policy, procedure, and plan information accurately and timely. , • Demonstrated ability to handle and diffuse escalated situations in a professional manner. Nice-to-haves • Minimum 2 years working knowledge of pertinent federal and state regulations in the administration of employee, health and welfare, or retirement benefits. , • Ability to work with a team or individually and make recommendations for continuous improvements. , • Minimum 1 year demonstrated ability to handle multiple assignments, projects, and tasks in a timely manner to meet service level objectives. Benefits • Comprehensive benefits package including health insurance, retirement plans, and paid time off. Apply tot his job