Benefits Customer Service Representative (Partial Remote, 2 Days On-site, Weekly) - HR Shared Services at University of Texas Medical Branch – Galveston, Texas

Minimum Qualifications:

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.

Preferred Qualifications:

• Benefits experience a plus.
• Bachelor's degree

Job Summary:

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.

Job Duties:

• 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.

Knowledge/Skills/Abilities:

• 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

Salary Range:

Actual salary commensurate with experience.

Work Schedule:

Partial Remote, 2 days in office per week, during the training phase (first 4-6 weeks), the candidate will need to be in the office every day.

Monday through Friday, 8 am to 5 pm, and as needed on occasion.

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.