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HR Service Center Specialist

4 months ago

Columbia, South Carolina, United States University of Missouri Full time

University of Missouri Human Resources provides leadership in the planning, integration, and implementation of human resource services and programs for faculty and staff across all universities and the health care system. Collectively with campus colleagues, we serve as a strategic and trusted advisor, support an inclusive and dynamic culture and workforce, and pursue continuous improvement through knowledge, collaboration, and leadership.

This position is a team member of the UM System HR Service Center, a team of 6.5 FTE shared-service team members skilled in multiple HR disciplines providing customer service on policies and procedures, supporting self-service issues, and processing administrative responsibilities related to recruiting, benefits, retirement, compensation, training, records management, and payroll, with an emphasis on benefits and retirement.

The HR Service Center Specialist team provides essential services to six business units (four universities, MU health care, and UM system), including potential job candidates; 20,000 benefit-eligible employees; and 30,000 retirees located throughout Missouri and beyond. Service is provided through professional and effective communication via phone, in-person, video conference, and email correspondence totaling over 38,000 calls, 3,500 walk-ins and 20,000 emails annually.

Responsibilities
60% Provide customer service regarding benefit and retirement plan offerings, eligibility, deadlines, and processes. Provide tier-one support to routine and non-routine inquiries.

• Areas of knowledge and customer inquiries include matters pertaining to all Summary Plan Documents (SPD's), coverage and eligibility including
o Custom Network, PPO, HSA's, Retiree Health Plans, COBRA, and Medicare eligibility;
o Accidental Death and Dismemberment, Dental, Vision, Flexible Benefits, Life Insurance, and Long-Term Disability; and
o University sponsored Retirement Plans (defined benefit and defined contribution plans), and Voluntary Retirement Plans.

• Provide professional, collegial, and inclusive dialogue to create effective solutions in a timely manner; May escalate complex issues to supervisor or subject matter expert teams.

• Respond to inquiries timely; Maintain documentation and process service tickets to ensure accurate tracking of issues and resolutions

• Use of good judgement, excellent written and verbal communication skills, computer skills, research of information, and continual independent learning of benefit and retirement plans, knowledge of HIPPA, and University of Missouri policies is essential to ensure and maintain professional knowledge and provide sound, credible advice.

30% Provide customer service and problem-solving regarding human resource policies and programs. Provide tier-one support to routine and non-routine inquiries. May escalate complex issues to supervisor or other HR leaders. Topics may include but are not limited to:

• Paycheck questions including withholdings, garnishments, W2 questions, pre-and-post tax deductions, vacation payout, and payroll communication

• Educational Assistance and Tuition Reduction

• Training and Development programs including required compliance and regulatory training

• Absence and leave benefits including vacation, sick, personal days, winter break leave, FMLA, personal leave, etc.

10% Support administrative processing, ensuring information is accurate and provided in a timely manner. Knowledge of policies, research of information, data verification, identification of discrepancies and solutions, and interaction with customers, other departments, and vendors is essential.

• Benefit enrollment and benefit change elections

• Benefit and retirement plan enrollment status changes including new dependents, deceased members, and beneficiary designations

• Proof of relationship documents

• Healthy Savings Account (HSA) and Family Savings account (FSA) forms

• Personal data forms

• Life insurance forms

• Educational Assistance and Tuition Reduction forms

• Paycheck withholdings and Federally required forms including W-4, 1099-R, 1095-C

• Employment and income verification letters

• Imaging of personnel documentation including confidential files

Maintain up-to-date knowledge of current and emerging University of Missouri human resources policies and practices.

As with all positions, involvement with other duties and responsibilities may be expected in order to support the mission and purpose of the University of Missouri.


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