Retirement Customer Service Representative

Class Specifications – B.15
Retirement Customer Svc Rep 2 – 4737
Retirement Customer Svc Rep 1 – 4738

July 1, 2015

Series Concept

The Retirement Customer Service Representative supports members of the University as they transition into retirement and with life events beyond work (including University of California Retirement Plan (UCRP) retirement income, UCRP disability income, survivor benefits, and UC-sponsored health and welfare benefits for retirees). They provide technical and procedural information to UC employees, retirees, and their eligible family members, helping them understand their retirement options and make informed decisions to manage their benefits.

Retirement Customer Service Rep 1

This is the entry level of the series at which new representatives are expected to be hired. Incumbents work under the general supervision of the unit supervisor. Incumbents receive training on university personnel policies and benefits plans to effectively communicate information primarily via telephone, as well as through written correspondence. Upon successful completion of 12 months of service, employees are automatically promoted to the Retirement Customer Service Representative 2 level.

Retirement Customer Service Rep 2

This is the fully operational level of this series. At this level, the incumbents work under the general supervision of the unit supervisor/manager and possess the skills, knowledge, and experience to perform all of the duties at the Retirement Customer Service Representative 1 level. Incumbents at this level are also expected to review and research issues, conduct analysis and generate reports, and facilitate problem resolution in specific areas following established procedures, such as UCRS membership and benefits, layoff and retirement coordination, phased retirement coordination, data integrity, and financial transactions. Responsibilities in such areas often require research, analysis, and work with appropriate units or offices to facilitate implementation of corrective action or ensure problem resolution. Incumbent provides information and counseling for incoming calls and web inquiries primarily on-demand and sometimes on a scheduled basis.

Minimum Qualifications

High School graduate or a GED.