HR Contact Center Representative

University of Minnesota•Minneapolis, MN

35d•$22•Hybrid

About The Position

The HR Contact Center Representative provides front-line customer service and guidance to current and former employees on a wide range of HR, payroll, and benefits topics. This role serves as the primary point of contact via phone and email, delivering accurate information on eligibility, enrollment, coverage options, retirement plans, and HR policies. The representative researches and resolves complex inquiries in partnership with internal benefits teams and external vendors, maintains detailed case records in the CRM system, and meets established service level expectations. Additionally, the position supports departmental HR processes, assists with training and special projects, and contributes to University events such as New Employee Welcome, benefits workshops, and Open Enrollment activities.

Requirements

BA/BS in Human Resources/Benefits, Health, Retirement, Counseling, or a related field; or a combination of education and relevant professional experience to total at least 4 years
Experience using Microsoft tools like Word and Excel, Google documents, and HRMS systems
Strong commitment to and experience in providing professional customer service to clients
Excellent communication skills, written and oral

Nice To Haves

Previous experience providing customer service in a call center environment
Demonstrated knowledge of health and welfare benefit plans and Open Enrollment elections
Experience resolving complex health claim or benefit issues desired
Ability to work independently and in a team environment
Experience with PeopleSoft Benefit Program and Customer Relationship Management (CRM) software
Knowledgeable on the following HR topics: payroll administration, employment verification, I-9 compliance, applicant process, paycheck deductions, direct deposit, timecard entry, employee classes, and absence management processes, etc.
Excellent analytical and problem-solving abilities
Experience with or ability to work with individuals of diverse backgrounds and cultures
Knowledge of HIPAA compliance

Responsibilities

Provide client support via telephone, email, and in person
Provide consultation and assistance to current and former employees with payroll, recruiting solutions, retirement, health, welfare benefits, and other areas defined by leadership
Answer questions regarding eligibility, coverage options, enrollment, and plan provisions
Work with appropriate employee benefits division and/or vendors to resolve problems
Maintain current knowledge of mandatory and voluntary retirement programs, as well as investment options and catch-up provisions. Calculate and educate participants on contribution limits to 403(b) and 457 voluntary retirement programs.
Assist employees with transitions to Medicare health plan options, life event / status changes, severance programs and policies, and direct billing process for employees on leaves of absence.
Utilize a Customer Relationship Management tool for case management
Meet all service levels as set by leadership
Utilize knowledge documentation to answer questions consistently and quickly
Provide guidance and consultation to departments and outside agencies on matters relating to University benefit programs, HR processes, data and systems
Able to recommend and implement process improvement opportunities
Able to discuss benefit policies and guidelines with department personnel to ensure correct benefit enrollment, eligibility, and deductions
Able to assist with peer training
Serve on committees and work groups, manage special projects, and perform other duties as assigned
Provide support for New Employee Welcome and present enrollment workshops on a rotating basis
Provide support and Employee Benefits Health Fairs during Open Enrollment period
Maintain current knowledge of State and Federal tax and employee benefit laws and regulations that apply to University benefit programs. Conduct research on HR cases and update knowledge base as needed.

Benefits

Competitive wages, paid holidays, and generous time off
Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
Low-cost medical, dental, and pharmacy plans
Healthcare and dependent care flexible spending accounts
University HSA contributions
Disability and employer-paid life insurance
Employee wellbeing program
Excellent retirement plans with employer contribution
Public Service Loan Forgiveness (PSLF) opportunity
Financial counseling services
Employee Assistance Program with eight sessions of counseling at no cost
Employee Transit Pass with free or reduced rates in the Twin Cities metro area