Benefits Customer Service Representative - HR Shared Services

University of Texas Medical Branch (UTMB)•Galveston, TX

3d•Hybrid

About The Position

Provide quality and expedient customer service in regard to Benefits programs for employees, retirees, and covered dependents. Represents the voice of UTMB Benefits. Creates a nurturing, competent, and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the caller's needs while maintaining a seamless atmosphere for the caller, regardless of the need to navigate through multiple functions and UTMB departments.

Requirements

Associate’s degree in human resources or related field and 1 year of customer service experience. An equivalent combination of education and experience relevant to the role may be considered for this position.
Active listening skills – the individual must be able to give full attention to customers, asking appropriate questions, and take time to understand their needs.
Service-oriented – the individual is expected to be proactive in looking for ways to help customers.
Critical thinking
Problem-solving
Time Management

Nice To Haves

Benefits experience a plus.
Bachelor's degree

Responsibilities

Provides high-level customer service skills for 24/7, 365 days a year Call Center.
Answers a high volume of calls while multitasking with available resources to open/close customer relationship management cases and assist callers with their specific needs.
Promotes positive and professional communication.
Provides a professional and empathetic voice to the callers to nurture their needs.
Analyzes caller concerns and determines the best course of action to resolve and address their concern.
Efficiently communicates callers' requests and determines the best solution.
Escalates employee concerns and issues, utilizing defined processes.
Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications.
Utilizes several media applications in unison to resolve caller concerns and understand the purpose and proper use of each system.
Assists with Tuition Application and Reimbursement processes.
Enforces UTMB regulations and guidelines when utilizing the systems.
Is knowledgeable of the entire institution, contact information, and guidelines.
Understands the benefits administration procedures and educates the caller.
Utilizes critical thinking to determine call priority.
Enhances customer confidence by expediting callers' concerns to appropriate individuals.
Any other duties as assigned.