| The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. |
To support our faculty, staff, and student worker community, the UW is creating an Integrated Service Center (ISC) as a multi-channel resource (website, phone help desk, and walk-in center) for HR and Payroll inquiries and transactions. The ISC is the mission-critical portal to achieve the goals of the HR/Payroll Modernization Program, the largest single administrative initiative ever undertaken by the University. The ISC will not only support the transition to a new HR/Payroll technology, but will also play a role in facilitating new business processes across campus.
We are seeking highly motivated, entrepreneurial, team-oriented individuals to launch and staff the ISC. You will help to build a world-class shared services organization, dedicated to providing an exceptional customer service experience. You will deliver seamless support services in a one-stop shop where UW employees' inquiries are responded to with enthusiasm, efficiency, accuracy, and full legal compliance. Your commitment to collaboration and customer care will improve the way the UW works and contribute to a culture of service that ensures access and inclusivity for everyone.
The University of Washington's Integrated Service Center has an outstanding opportunity for a Sr. Benefits Specialist to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.
This role will be responsible for supporting the Tier 2 Benefit function of the ISC. In this capacity, the incumbent will play a critical role in delivering quality benefit processes including benefit enrollments, eligibility determinations, verification of supporting documentation, etc. and addressing escalated customer inquiries as well as a high level of customer service to the organization. Additionally, this position will provide daily leadership to the Benefits Specialist team, to include training, mentorship, delegation, resource planning, and leading process improvement initiatives. This position requires a high level of knowledge of Washington state/UW benefits plans, eligibilities, and requirements.
Benefits Leadership and Oversight
Act as a subject matter Benefits expert, providing day-to-day leadership to Benefits Specialists. Assist in answering complex customer questions when issues require escalation, train/mentor Benefits Specialists to improve knowledge of UW Benefits plans and eligibilities, research complex issues and document results to build collective knowledge of the ISC Benefits team
Act as a subject matter expert on Workday functionality. Train/mentor Benefits Specialists on use of the system. Ensure Benefits Specialist team is using Workday consistently. Act as system liaison with the Applications/Integrations/Reports team to ensure optimized system functionality
Assist in directing the work of the Benefits Specialist team. Work with Director of Benefits Operations to determine appropriate delegation of work, resource needs, and process improvement initiatives. Lead process improvement initiatives as needed
Consultation on and Execution of Benefit Activities
Provides consulting to staff/students/faculty, and executes and reviews/approves benefit activities, including the following:
Benefit enrollments, including enrollments for new hires, job changes and life events
Benefit eligibility determinations, including Health & Welfare and Retirement
Collection/validation/analysis of supporting documentation
Communication of enrollment windows and associated deadlines
Support for Annual Open Enrollment and Special Enrollments
Ensures completion of assigned benefit transactions in accordance with established standards
Identifies process improvement opportunities to deliver enhanced customer services to the organization
Provides direct consulting to staff/students/faculty on benefits matters; completes research to ensure issue resolution, and maintains knowledge of all Washington state/UW benefits regulations, policies, and plan coverage to ensure accurate information is provided.
HR Collaboration and Stakeholder Communication
Supports timely resolution of complex issues/inquiries
Coordinates with other ISC resources and external Central Business Unit experts as required to address escalated inquiries
Contributes to an outstanding customer-service environment, including strong collaboration with key stakeholders
Applies tact and diplomacy when dealing with customers
Utilizes ServiceNow to facilitate management of inquiries/issues in accordance with established protocols
ISC Services Support
Supports periodic Workday update processes, including Benefit testing activities
Supports ISC knowledge management processes, including identification and verification of additions/changes to the working repository of knowledge content
Supports ISC training activities, including development and verification of relevant content
Bachelor's Degree in Human Resources, Business Administration or related field, with a minimum of four to five years of applicable experience
Experience working in a benefits role, including working knowledge of benefits elections, eligibility determinations, dependent events, benefits reporting and facilitation of inquiries directed via disparate channels (i.e., phone, e-mail, case management tools, etc.)
Experience providing leadership in the benefits domain, to include staff training, delegation, and planning
Proficiency with the Workday system in the benefits domain
Working knowledge of benefit plan design, COBRA and other applicable regulatory considerations
Working knowledge of applicable benefit plan offerings, including Health & Welfare and/or Retirement
Extensive experience interacting with customers, including resolution of complex inquiries and efficient performance during high-volume timeframes
Experience supporting system testing and/or data validation activities
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Master's degree in Human Resources, Business Administration or related field
Experience playing an individual contributor role within a shared services environment
Working experience executing relevant business processes at University of Washington or in a comparable higher education environment
Experience in the use of customer support infrastructure tools, including a case management system, knowledge base and associated reporting tools