Clerk IV (Customer Service Representative)

UMass Amherst•Amherst, NY

9d•Onsite

About The Position

Serves as an integral member of the Employee Service Center Team charged with providing support to employees and external clients regarding various aspects of employment at UMass Amherst. Works with the Employee Service Center Team, Payroll, and Human Resources (HR) Administration, as well as Managers and Personnel Coordinators in campus departments, to promote an environment of inclusion and provide excellent customer satisfaction.

Requirements

High school diploma or equivalent
Two (2) years of customer service in a fast-paced environment
Dedication and ability to provide excellent customer service
Excellent interpersonal and communication skills
Ability to interpret and clearly communicate complex information
Ability to effectively and respectfully interact with a wide variety of people
Ability to multitask, working quickly and accurately with little supervision
Ability to successfully work independently and as a member of a team
Dedication to, and experience with, maintaining confidentiality of personnel information
Ability to exercise independent judgment and creative problem solving skills
Ability to assess work priorities and meet deadlines
General knowledge of employee benefits
Attention to detail and ability to work accurately with figures
Proficiency in Word, Excel, Adobe, and ERP systems, or technical aptitude with the ability to learn new technology quickly

Nice To Haves

General knowledge of benefits and payroll functions
PeopleSoft experience

Responsibilities

Provides assistance to employees in person, through email, and other technology, to identify, troubleshoot and resolve issues pertaining to payroll and benefits, referring employees to a subject matter expert when necessary.
Provides guidance to ensure new employees have the information necessary to secure timely enrollment for payroll and benefits.
Conducts New Employee Orientations related to benefits and payroll matters, updating content and corresponding documentation to ensure participants fully understand benefits options and processes to enroll in desired benefits.
Reviews employee identification documents and fulfills federal I-9 Eligibility Verification requirements by hard-copy form and e-verify as needed, ensuring compliance with employment eligibility laws and University procedures.
Assembles information and responds to Department of Unemployment Assistance claims using wage, employment, and termination information obtained from prior employee’s department and HR records.
Processes tuition waivers, tracks and maintains database of same.
Assists in obtaining data needed for processing tuition waiver information for tax reporting purposes.
Assists in the support of employment verification, insurance plans, retirement and Workers’ Compensation administration.
Distributes incoming correspondence.
Proactively identifies and resolves challenges related to Human Resources workflow and processes; suggests improvements to employee communications and related materials.
Maintains orderly appearance of the HR Employee Service Center.
Maintains the stock of required materials, ordering additional stock and updating materials as needed.
Performs other duties as assigned.