Provide input on process improvements, employee-facing communications and web pages. - Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees m... more details
Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.
As part of Stanford University HR Service team, you will be responsible for supporting daily activities and administrative functions related to Stanford’s employee benefits programs. As a University HR Benefits Services Specialist, you have the unique opportunity to provide phone and online support to over 21,000 faculty, staff and retirees; and work closely with third-party vendors. This includes, but not limited to case management, processing enrollment elections, and responding to questions related to our benefits programs.Success in this role means working well in a fast-paced, high volume environment; possessing strong problem-solving skills, having high emotional intelligence and communicating complex matters in a clear and friendly manner. We are looking for an individual to join our small, yet dynamic and multi-functional phone support team. The ideal candidate we’re looking for is a seasoned practitioner in benefits administration (e.g., health, life and retirement savings) with a strong background working in a contact center and/or managing a high call volume (20+ calls daily), case management, possess strong analytical skills and verbal and written communication skills.
Your responsibilities will include*:
Provide customer service responses by applying information, tools, processes and subject matter expertise to benefits related inquiries/service requests via phone, computer-based chat, email or in-person.
Monitor incoming work queues; select highest priority work; maintain volume of output to department standards.
Monitor, report on and complete all phases of case management support at an expert level with minimal supervision; ensuring issues are coordinated, logged, tracked, and resolved appropriately.
Act as technical expert in a customer support environment. Escalate issues and refer to specialized benefits expert as needed.
Represent UHR to Stanford on benefit programs, policies, or initiatives at workshops, presentations, new employee orientations, or in one-on-one meetings with employees, retirees, faculty, and HR clients. Interact with HR professionals at all levels.
Participate in projects requiring technical expertise and creativity in analysis.
Manage small-to-medium administrative programs (e.g. Intent to Retire, system testing). Contribute to larger projects.
Act as a resource and train peer specialists on how to perform core duties.
Provide input on process improvements, employee-facing communications and web pages.
*Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
To be successful in this role, you will bring:
MINIMUM REQUIREMENTS:
Education & Experience:
Bachelor’s degree or four years’ experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
Ability to provide excellent client service. Excellent oral and written communication skills.
Ability to communicate complex benefits issues in layman terms.
Strong attention to detail and accuracy.
Proven ability to learn and apply general human resources policies using problem-solving skills.
Demonstrated ability to maintain confidentiality and effectively handle highly sensitive and personal information with sound judgment, tact and discretion.
Ability to multitask and to effectively organize workload.
Strong, effective interpersonal, and customer service skills.
Strong computer skills, including Microsoft Office suite (Outlook, Word, Excel, and PowerPoint).
Experience using email and internet. Proficient in using human resource management systems, such as PeopleSoft and time/leave systems.
Ability to frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone; occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork; rarely kneel/crawl, operate foot and/or hand controls.
Certifications and Licenses:
None
PHYSICAL REQUIREMENTS*:
Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
Rarely kneel/crawl, operate foot and/or hand controls.
*- Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.
WORK STANDARDS:
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.
The expected pay range for this position is $41.83 - $48.56 per hour. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.
At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.
Why Stanford is for You:
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more
Stanford is an equal employment opportunity and 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, protected veteran status, or any other characteristic protected by law.
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