HR Contact Center Representative

The HR Contact Center Representative provides front-line customer service and guidance to current and former employees on a wide range of HR, payroll, and benefits topics. This role serves as the primary point of contact via phone and email, delivering accurate information on eligibility, enrollment, coverage options, retirement plans, and HR policies. The representative researches and resolves complex inquiries in partnership with internal benefits teams and external vendors, maintains detailed case records in the CRM system, and meets established service level expectations. Additionally, the position supports departmental HR processes, assists with training and special projects, and contributes to University events such as New Employee Welcome, benefits workshops, and Open Enrollment activities.

Location and Work environment:
This position is located in Minneapolis, Minnesota, on the UMN Twin Cities campus. It is a hybrid position, and any in-person work will be located on the Minneapolis campus.

Work Schedule: Monday - Friday, standard business hours

Primary Responsibilities:

70% Contact Center Functions:

• Provide client support via telephone, email, and in person
• Provide consultation and assistance to current and former employees with payroll, recruiting solutions, retirement, health, welfare benefits, and other areas defined by leadership
• Answer questions regarding eligibility, coverage options, enrollment, and plan provisions
• Work with appropriate employee benefits division and/or vendors to resolve problems
• Maintain current knowledge of mandatory and voluntary retirement programs, as well as investment options and catch-up provisions. Calculate and educate participants on contribution limits to 403(b) and 457 voluntary retirement programs.
• Assist employees with transitions to Medicare health plan options, life event / status changes, severance programs and policies, and direct billing process for employees on leaves of absence.
• Utilize a Customer Relationship Management tool for case management
• Meet all service levels as set by leadership
• Utilize knowledge documentation to answer questions consistently and quickly

15% Department Support:

• Provide guidance and consultation to departments and outside agencies on matters relating to University benefit programs, HR processes, data and systems
• Able to recommend and implement process improvement opportunities
• Able to discuss benefit policies and guidelines with department personnel to ensure correct benefit enrollment, eligibility, and deductions
• Able to assist with peer training

10% Special Projects:

• Serve on committees and work groups, manage special projects, and perform other duties as assigned
• Provide support for New Employee Welcome and present enrollment workshops on a rotating basis
• Provide support and Employee Benefits Health Fairs during Open Enrollment period

5% Research:

• Maintain current knowledge of State and Federal tax and employee benefit laws and regulations that apply to University benefit programs. Conduct research on HR cases and update knowledge base as needed.
  

Required Qualifications:

• BA/BS in Human Resources/Benefits, Health, Retirement, Counseling, or a related field; or a combination of education and relevant professional experience to total at least 4 years
• Experience using Microsoft tools like Word and Excel, Google documents, and HRMS systems
• Strong commitment to and experience in providing professional customer service to clients
• Excellent communication skills, written and oral

Preferred Qualifications:

• Previous experience providing customer service in a call center environment
• Demonstrated knowledge of health and welfare benefit plans and Open Enrollment elections
• Experience resolving complex health claim or benefit issues desired
• Ability to work independently and in a team environment
• Experience with PeopleSoft Benefit Program and Customer Relationship Management (CRM) software
• Knowledgeable on the following HR topics: payroll administration, employment verification, I-9 compliance, applicant process, paycheck deductions, direct deposit, timecard entry, employee classes, and absence management processes, etc.
• Excellent analytical and problem-solving abilities
• Experience with or ability to work with individuals of diverse backgrounds and cultures
• Knowledge of HIPAA compliance

The Office of Human Resources (OHR) at the University of Minnesota partners with the campus community to support a strong, diverse workforce that drives the University's mission. We are guided by a vision to create a workplace where people feel connected, supported, and successful. Our approach is grounded in our core values of integrity, service, innovation, collaboration, and responsibility.

Pay Range: $22.25 exception hourly ($46,280 annualized); depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

Note: A Resume is required with application.

This position will remain open until filled.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).