Clerk V (Customer Support Lead)

UMass Amherst•Amherst, NY

10d•Onsite

About The Position

The Clerk V serves as a key member and team lead of the Human Resources Employee Service Center (ESC), providing guidance to Service Center Specialists to support daily ESC operations, customer service and employee orientations. The role responds to moderately complex inquiries, across multiple HR areas, related to employment, payroll, and benefits, and provides clear guidance on HR policies and procedures. Responsibilities include ensuring timely and accurate unemployment questionnaire responses, conducting New Employee Orientation, assisting with benefits administration, and providing in person and online customer service.

Requirements

High school diploma or equivalent.
Three (3) years of office, administrative, or related experience; or an Associate’s degree with one (1) year of office, administrative, or related experience.
Knowledge of HR related functions.
Experience working with computers.
Ability to assess work priorities and meet deadlines.
Demonstrated ability to exercise independent judgment and creative problem-solving skills.
Excellent interpersonal and communication skills with demonstrated ability to interact with a wide variety of people.
Dedication to providing customer service.
Attentive to detail and ability to work accurately with figures.
Ability to use a computer terminal and familiarity with data management, word processing and spreadsheet software programs.
Ability to maintain a database of information.

Responsibilities

Serve as a lead resource and partner to Service Center Specialists on a daily basis to support daily ESC operations, working at the ESC as needed and responding to specialized and more complex inquiries related to employment, payroll, benefits, and HR policies, providing timely, accurate, and compliant guidance to internal and external customers.
Oversees New Employee Orientation orientations, maintains accurate materials, and makes updates as needed.
Assists employees with payroll and benefits enrollment, troubleshooting issues and referring complex matters to subject matter experts.
Completes I-9 Employment Eligibility Verification and ensures compliance with federal and university requirements.
Prepares and submits timely and accurate unemployment claim responses.
Processes tuition waivers, assists with employment verifications, and supports benefits related administrative tasks.
Identifies opportunities to improve HR workflows, forms, and employee communications to enhance efficiency and clarity.
Monitors daily ESC operations and workflow, helping prioritize work, address service gaps, and maintain service standards; provides back-up support as needed.
Identifies trends in employee inquiries and operational challenges, recommending and implementing improvements to workflows, documentation, and communications.
Assists with onboarding and training of Service Center Specialists, promoting knowledge sharing and consistency in service delivery.
Collaborates with HR, Payroll, Benefits, and departmental personnel to support consistent and high-quality service delivery.
Performs other duties as assigned.