Hr Benefits Services Specialist (2 Openings)

School/Unit Description: Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.

Position Summary: As part of Stanford University HR Service team, you will be responsible for supporting daily activities and administrative functions related to Stanford’s employee benefits programs. As a University HR Benefits Services Specialist, you have the unique opportunity to provide phone and online support to over 21,000 faculty, staff and retirees; and work closely with third-party vendors. This includes, but not limited to case management, processing enrollment elections, and responding to questions related to our benefits programs.

Success in this role means working well in a fast-paced, high volume environment; possessing strong problem-solving skills, having high emotional intelligence and communicating complex matters in a clear and friendly manner. We are looking for an individual to join our small, yet dynamic and multi-functional phone support team. The ideal candidate we’re looking for is a seasoned practitioner in benefits administration (e.g., health, life and retirement savings) with a strong background working in a contact center and/or managing a high call volume (20+ calls daily), possess strong analytical skills and verbal and written communication skills.

Your responsibilities will include:

• Provide customer service responses by applying information, tools, processes and subject matter expertise to benefits related inquiries/service requests via phone, computer-based chat, email or in-person.
• Monitor incoming work queues; select highest priority work; maintain volume of output to department standards.
• Monitor, report on and complete all phases of case management support at an expert level with minimal supervision; ensuring issues are coordinated, logged, tracked, and resolved appropriately.
• Act as technical expert in a customer support environment. Escalate issues and refer to specialized benefits expert as needed.
• Represent UHR to Stanford on benefit programs, policies, or initiatives at workshops, presentations, new employee orientations, or in one-on-one meetings with employees, retirees, faculty, and HR clients. Interact with HR professionals at all levels.
• Participate in projects requiring technical expertise and creativity in analysis.
• Manage small-to-medium administrative programs (e.g. Intent to Retire, system testing). Contribute to larger projects.
• Act as a resource and train peer specialists on how to perform core duties
• Provide input on process improvements, employee-facing communications and web pages
• Positions within this classification, who are assigned as Team Lead, are also expected to perform the following duties:
• Oversee day-to-day work of other staff including scheduling, assigning, and prioritizing workloads, setting appropriate deadlines, reviewing work for quality and timeliness, onboarding new staff, and providing performance review input.
• Advise supervisor of work progress, appropriate resources needed to accomplish work, issues and other significant information.
• Develop and maintain internal knowledge base, job aids and administrative processes; maintain external web materials.
• Act as a back-up to the supervisor which can include monitoring the work queue, onboarding new staff and updating website material.
• Assist in the design of training materials on department work and related university policies or procedures.