What are the responsibilities and job description for the Benefit Customer Service Manager position at InsideHigherEd?
Benefit Customer Service Manager
Job No : 534184
Work Type : Staff Full-Time
Location : Main Campus (Gainesville, FL)
Categories : Executive / Director / Management, Human Resources
Department : 62010200 - HR-BENEFITS
Job Description
Classification Title :
HR Manager
Job Description :
The Benefits Customer Service Manager will oversee the day-to-day operations of the Benefits Customer Service team at the University of Florida. This role is responsible for ensuring excellent service delivery and providing support to employees regarding their benefits programs. The manager will supervise a team, handle escalated issues, and ensure the effective communication of benefits policies and procedures. This role also collaborates with various departments to ensure compliance with state and federal regulations while continuously improving the employee experience.
Under the direction of the Associate Director, the incumbent is responsible for supervising the University Benefits Administration team. Key responsibilities include :
Administers the day-to-day activities of the benefit programs for the University. Benefit programs include state health, state life, university life, personal accident, long-term care, long-term disability, dental, hospital income, cancer, intensive care, short-term disability, and accident insurance, as well as pre-tax flexible reimbursement accounts and a pre-paid college program.
The incumbent provides oversight for the input, accuracy, and compliance of the comprehensive health and welfare program for university employees. They coach team members when errors occur, provide clear expectations and guidelines for job duties, and hold the team accountable for service standards.
Monitoring daily processes, workloads, and quality control.
Setting performance expectations for the customer service team.
Coordinates changes in benefit programs and needs with Finance & Accounting, Bridges, and the Division of Human Resources on campus, as well as People First (PF), the Division of State Group Insurance (DSGI), other state agencies, and outside vendors. Serves as a consultant to various university committees.
These responsibilities inherently require emphasis on several areas, including :
1)Client Services : Interact with clients, PF management and staff, FBMC management and staff, DSGI, university and division staff, as well as other state agency staff and benefit vendors, in an expedient and effective manner to resolve problems and address various client and employee needs. Proactively take initiatives to collect and assess such needs, including coordination and follow-up evaluation of departmental visitations.
2)Management of Area : Take proactive steps to meet changing needs and demands. Forecast upcoming events; monitor processes, workloads, and quality controls; and initiate resource allocation strategies on a daily basis. Identify process efficiencies to improve team performance.
3)Employee Development : Develop, implement, and present various training and development programs for subordinates. Actively seek and recommend appropriate outside training opportunities to the Associate Director. Ensure staff maintain a working knowledge of the benefit programs available to employees.
4) Divisional Teamwork : Interact positively and supportively with the division management team and staff. Engage in cross-training and provide backup support for ongoing and special services and projects.
5)Project Response : Respond in a timely and thorough manner to projects assigned by the Director and Associate Director.
Security Administration- - Serve as Security Administrator for the PF Benefits system, the UF portal for Benefits security, and FBMC security. Coordinate and maintain PF and UF Portal access of divisional users with the Technical Resource staff from PF and UF Enterprise Systems.
Expected Salary : 70,000
Minimum Requirements :
Bachelor's degree in an appropriate area and four years of relevant experience; or an equivalent combination of education and experience.
Preferred Qualifications :
Prefer three years minimum documented management experience.
Knowledge of personnel management principles.
Ability to communicate effectively verbally and in writing.
Ability to work independently.
Ability to work with confidential information.
Prefer HR experience and, specifically, benefits experience also desired; prefer knowledge of Oracle / PeopleSoft HRMS modules and the inter-relationship of these modules and impact to HRS processes.
Special Instructions to Applicants :
In order to be considered, you must upload your cover letter and resume.
Application must be submitted by 11 : 55 p.m. (ET) of the posting end date.
This requisition has been reposted. Previous applicants are still under consideration and need not apply.
Health Assessment Required :
Applications Close : 07 Mar 2025
To apply, visit https : / / explore.jobs.ufl.edu / en-us / job / 534184 / benefit-customer-service-manager
The University is committed to non-discrimination with respect to race, creed, color, religion, age, disability, sex, sexual orientation, gender identity and expression, marital status, national origin, political opinions or affiliations, genetic information and veteran status in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
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