Clerk IV (Customer Service Representative)

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Serves as integral member of the Employee Service Center Team charged with providing support to employees and external clients regarding various aspects of employment at UMass Amherst. Works with Employee Service Center Team, Payroll, and Human Resources (HR) Administration, as well Managers and Personnel Coordinators in campus departments, to promote an environment of inclusion and provide excellent customer satisfaction.

Essential Functions

• Provides assistance to employees in person, through email, and other technology, to identify, troubleshoot and resolve issues pertaining to payroll and benefits, referring employees to a subject matter expert when necessary.
• Provides guidance to ensure new employees have the information necessary to secure timely enrollment for payroll and benefits.
• Conducts New Employee Orientations related to benefits and payroll matters, updating content and corresponding documentation to ensure participants fully understand benefits options and processes to enroll in desired benefits.
• Reviews employee identification documents and fulfills federal I-9 Eligibility Verification requirements by hard-copy form and e-verify as needed, ensuring compliance with employment eligibility laws and University procedures.
• Assembles information and responds to Department of Unemployment Assistance claims using wage, employment, and termination information obtained from prior employee's department and HR records.
• Processes tuition waivers, tracks and maintains database of same. Assists in obtaining data needed for processing tuition waiver information for tax reporting purposes.
• Assists in the support of employment verification, insurance plans, retirement and Workers' Compensation administration.
• Distributes incoming correspondence.
• Proactively identifies and resolves challenges related to Human Resources workflow and processes; suggests improvements to employee communications and related materials.
• Maintains orderly appearance of the HR Employee Service Center. Maintains the stock of required materials, ordering additional stock and updating materials as needed.

Other Functions

Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• High school diploma or equivalent, and two (2) years of customer service in a fast-paced environment.
• Dedication and ability to provide excellent customer service.
• Excellent interpersonal and communication skills.
• Ability to interpret and clearly communicate complex information.
• Ability to effectively and respectfully interact with a wide variety of people.
• Ability to multitask, working quickly and accurately with little supervision.
• Ability to successfully work independently and as a member of a team.
• Dedication to, and experience with, maintaining confidentiality of personnel information.
• Ability to exercise independent judgment and creative problem solving skills.
• Ability to assess work priorities and meet deadlines.
• General knowledge of employee benefits.
• Attention to detail and ability to work accurately with figures.
• Proficiency in Word, Excel, Adobe, and ERP systems, or technical aptitude with the ability to learn new technology quickly.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• General knowledge of benefits and payroll functions.
• PeopleSoft experience.

Physical Demands/Working Conditions

Typical office environment.

Work Schedule

Monday - Friday, 8:30am - 5:00pm.

Salary Information

Grade 13

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.