Summary
The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers.
Reporting to the HR Customer Care Supervisor, you will provide customer service for the entire University (up to 58,000 employees) and process or escalate accordingly.
Work is 95% remote. Please note that occasional on-site presence may be required. You are required to have a high-speed internet connection and a designated working space in your home. Equipment, including a laptop and monitors, will be provided for your use.
Please note:
- This position is 2-year term-limited - 24 hours per week
- Working hours will be 11:00 am - 5:00 pm 4 days a week.
- Visa sponsorship is not available for this position
Why Work at Michigan?
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. Benefits include:
- Seven paid holidays and four paid season days.
- A retirement plan that provides two-for-one matching contributions with immediate vesting
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses
Responsibilities*
- Develop subject matter expertise in areas of Benefits and HR. You will be spending 90% of the time answering inquiries via phone.
- Answer or triage inquiries relating to medical, dental, vision, legal, life insurance, long-term disability, benefits billing and deductions, and general HR inquiries by phone and email.
- Handle a high volume of tickets using a case management tool to open, document, process, and resolve tickets
- Access records in multiple systems to resolve inquiries.
- You will use data entry software.
- Communicate via both email and phone to collect additional information and provide updates on ticket status.
- Work in a collaborative environment, with business partners, customers, and colleagues.
- Participate in continuous improvement projects.
Required Qualifications*
- High school diploma or equivalent
- 1+ years of experience providing customer service with a focus on triaging calls or call center function
- Intermediate level proficiency with data entry and computer skills
- Basic knowledge of enterprise resource planning or database systems
Additional Information
The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website: www.ssc.umich.edu.
The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives, and ways of knowing and learning.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.