RASC RETIREMENT CUSTOMER SERVICE REPRESENTATIVE 3 - HYBRID

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Department Overview

The UC Retirement Administration Service Center (RASC) provides systemwide support for University of California employees transitioning into retirement and ongoing pension, health, and welfare benefits management for retirees.

Position Overview

The Customer Service Representative 3 (CSR3) works closely with their department to fulfill divisional strategic objectives, meet and exceed performance standards, and contribute to a culture of high performance and deliver positive customer experience to internal and external customers at every touch point. The CSR3 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. They should be able to work independently while managing multiple projects with limited guidance or supervision. The CSR3 is a high-level individual contributor and subject matter expert who supports the supervisor, manager, and customers by providing timely, accurate, and helpful information. Please note this is a hybrid position based in Oakland, CA.

Key Responsibilities

• 30% Customer Service: Provides timely and accurate information and guidance to those who contact RASC through phone and written correspondence channels regarding UC Retirement Plan benefits, including survivor and health and welfare benefits. Always considers the customer's point-of-view and anticipates customers' needs when dealing with complex written and verbal inquiries from both.

• 15% Benefit Processing & Case Management: Processes benefit applications to ensure timely payment of benefits. Monitors progress of case completion. Responds to escalated, complex, and sensitive client-related account issues in adherence to UCRP Plan design, rules, regulation, policy, and procedures. Researches and resolves complex member-related system issues and may test, recommend, and implement system enhancement or continuous improvement projects.

• 10% Quality Assurance & Compliance: Conducts quality assurance evaluations, monitoring case management and inbound and outbound calls to ensure a high level of service delivery. Participates in and may conduct quality assurance evaluations and surveys to gauge customer satisfaction and quality service delivery. Adheres to, effectively applies, and remains current on informational updates, UC and RASC policy and procedures, departmental practices in coordination and compliance within the UCRP Plan Design to ensure consistent application.

• 20% Team Support & Leadership: Acts as a resource for staff, leadership, clients, as well as internal and external business partners. Supports the Survivor Intake team, supervisor, and RASC leadership by providing timely and accurate information. Supports supervisor and manager in analyzing and evaluating data. Supports the supervisor and manager in providing training and coaching to staff. May monitor the workflow of the team to ensure that quality metrics are reported, and operational efficiencies are streamlined, improved, and met as needed.

• 15% Operational Excellence: Collaborates with the 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 the supervisor and manager to ensure that department goals and performance targets are met while maintaining compliance with the plan policy and budget. Recommends improvements to system processing and changes to the plan and regulations. Stays up to date on industry trends, best practices, and technology. Supports the Manager in evaluating and analyzing data and trends to improve the service experience and ensure quality results.

• 10% Training and Development: Confers with the supervisor to identify, recommend, and may provide the appropriate training to further staff development and on-the-job performance. Supports the supervisor and manager in facilitating staff cross-learning across lines of business. Supports the supervisor and manager in facilitating team development functions, which may include attending pre-hire group interview sessions, onboarding, and mentoring inexperienced staff.

Experience
Required Qualifications

• Minimum 3 years of demonstrated ability to provide quality customer service, written, over the phone, or in person.

• Minimum 3 years of Case Management.

• Minimum 1 year Pension Administration Customer Support experience

Skills and Abilities
Required Qualifications

• Ability to meet production goals and provide quality service.

• Exemplary written communication skills.

• Proficient in the use of Microsoft Suite and PC applications.

• Able to deliver consistent quality service to both internal and external business partners.

• Able to troubleshoot and resolve complex, and emerging issues through critical thinking, problem analysis, and decision-making.

• Able to build and maintain business and technical knowledge for accurate dissemination of information.

• Able to work collaboratively as a team member or individually with others in a respectful and professional manner.

Preferred Qualifications

Strong organization, prioritization, and time-management skills.

Education
Required Qualifications

High School Diploma required.

Preferred Qualifications

Bachelor's degree in a related field is preferred.

Job Title

Retirement Service Center Customer Service Representative 3

Job Code
004443

Salary Grade
STEPS

This position is represented by the CX - Clerical & Allied Services bargaining unit.

Payscale:
STEP 8 - 40.85 per hour to STEP 13 - $45.10 per hour, Commensurate with Experience

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 (November 11, 2026).

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.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer.
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy for Employees, Students and Third Parties
  • APM - 035: Affirmative Action and Nondiscrimination in Employment

EEO STATEMENT

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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