BENEFITS ANALYST 3 - SPECIAL CLAIMS - RETIREMENT ADMINISTRATION SERVICE CENTER (RASC)

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Department Overview

The Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provides long-term pension and retirement health benefits support.

Position Summary

The Benefits Administration Benefits Analyst 3 works closely with their department to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) build a culture of high performance in delivering a positive service experience to internal and external clients at every touch point. The Benefits Administration Benefits Analyst 3 is a highly motivated, detailed-oriented, problem solving, results-driven individual with a proven track record of delivering exemplary customer service in a fast-paced work environment while managing multiple projects with limited guidance. The Benefits Administration Benefits Analyst 3 is a high-level individual contributor and subject matter expert who supports their supervisor and manager in leading the day-to-day operations of their team to ensure the efficient use of resources, the accurate reporting of data and the effective and timely delivery of benefit services to all internal and external members, customers, and key stakeholders. Under the guidance of their supervisor and manager, the Benefits Administration Benefits Analyst 3 may monitor the workflow of the team to ensure that quality metrics are reported, and operational efficiencies are streamlined, improved and met as needed. The Benefits Administration Benefits Analyst 3 will play a key role in supporting their supervisor and manager to ensure that 1) effective training and coaching is provided to staff; 2) complex issues are addressed and resolved in a timely, professional manner and 3) communication from top to bottom is delivered to ensure a consistent and exemplary service experience to internal and external clients. The Benefits Administration Benefits Analyst 3 also supports department leaders to ensure that staff comply with federal and state guidelines and policies set forth by the University of California. Please note this is a hybrid position.

Key Responsibilities

25% Analytical Excellence Supports the compilation of weekly, monthly, or quarterly reports. Supports supervisor and manager in conducting quality assurance and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels and seeks improvement as needed.

25% Operational Excellence Collaborates with supervisor and manager to build a culture of delivering exemplary service to internal and external clients and to support strategies focused on operational excellence and process and/or workflow improvements. Works closely with supervisor and manager (and other RASC leaders) to ensure that department goals, performance targets are met while maintaining compliance with Plan policy and budget. Always considers the customer’s point-of-view and anticipates customers’ needs when dealing with complex written and verbal inquiries from both internal and external clients. Stays current on industry trends, departmental policies and procedures and applies accordingly. Recommends improvement to system processing and changes to the Plan and regulations.

20% Training and Development Confers with supervisor and manager to identify, recommend, and may provide the appropriate training to further staff development and on-the-job performance. Supports supervisor and manager in facilitating staff cross-learning across lines of business (i.e., member services, retirement, health and welfare and benefits administration units.). Supports supervisor and manager in facilitating team development functions, which may include attending pre-hire group interview sessions, onboarding, and mentoring new staff.

15% Customer Service Excellence Serves as a “change agent, champion or initial adopter” who embraces change and encourages colleagues to support pending or newly implemented change initiatives. Takes ownership and is accountable for the member experience, follows through with direct member communication. May support supervisor and manager in developing back-up plans to ensure adequate staff coverage during peak periods, such as holidays. Establishes and builds rapport/relationships with members and colleagues within and outside of RASC.

15% Key Relationships:

• RASC Leadership
• RASC Analysts
• Location stakeholders and partners
• University of California faculty and staff, retirees, and survivors
  
  

Experience

Required Qualifications

Must have minimum five years’ in Pension Administration, Benefits processing, or comparable experience.

Skills And Abilities

Required Qualifications

Demonstrated knowledge of legal terminology.

Ability to effectively communicate with attorneys and paralegals about their clients’ cases.

Ability to prioritize multiple tasks and deliver reports, projects and results within tight timelines and fast turnarounds; able to proof and audit for accuracy.

Strong organizational and time-management skills; excellent problem-solving skills; able to influence and advise people at all levels, including leaders.

Applies in-depth knowledge of regulations to assure compliance with UCRP and Regulations, UC policy, and pertinent Federal and State regulations including FMLA, Medicare, COBRA, HIPAA, the IRS Code, Probate Code, privacy laws, generally accepted accounting principles (GAAP) and other relevant rules and regulations through application of appropriate controls.

Must have an innovative, positive self-directed attitude; a proven problem-solver who can develop and implement strategies or methodology for improved deliverables. Able to “go the extra mile” in delivering service to both internal and external customers.

Willingness to take initiative and work independently.

Exemplary verbal, written, change communication and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.

Ability to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.

At least one year of caseload management experience.

Preferred Qualifications

Two years’ experience processing qualified domestic relation orders.

Proficient in Microsoft Office Suite; able to quickly learn new software.

Education

Required Qualifications

Bachelor's degree in related area and / or equivalent experience / training

Must possess Bachelor’s in Business Administration, Human Resources, Operations Management, Marketing, Public Health or equivalent work experience.

Travel Requirements

0%

Job Title

Benefits Analyst 3

Job Code

007720

Salary Grade

Grade 21

Payscale:

$86,000 - $98,000

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

Additional Information

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is December 18, 2024. The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

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