Clerk V (Customer Support Lead)

Job Summary The Clerk V serves as a key member and team lead of the Human Resources Employee Service Center (ESC), providing guidance to Service Center Specialists to support daily ESC operations, customer service and employee orientations. The role responds to moderately complex inquiries across multiple HR areas—including employment, payroll, and benefits—and provides clear guidance on HR policies and procedures. Responsibilities include ensuring timely and accurate unemployment questionnaire responses, conducting New Employee Orientation, assisting with benefits administration, and providing in person and online customer service. Title Title: Clerk V (Customer Support Lead) Executive Area Executive Area: Human Resources College/School/MBU College/School/MBU: Human Resources Department Department: Human Resources Work Location Work Location: Amherst Schedule Schedule: Full Time Work Arrangement Work Arrangement: Onsite Essential Functions Serve as a lead resource and partner to Service Center Specialists on a daily basis to support daily ESC operations, working at the ESC as needed and responding to specialized and more complex inquiries related to employment, payroll, benefits, and HR policies, providing timely, accurate, and compliant guidance to internal and external customers. Oversee New Employee Orientation, maintain accurate materials, and make updates as needed. Assist employees with payroll and benefits enrollment, troubleshoot issues and refer complex matters to subject matter experts. Complete I‑9 Employment Eligibility Verification and ensure compliance with federal and university requirements. Prepare and submit timely and accurate unemployment claim responses. Process tuition waivers, assist with employment verifications, and support benefits‑related administrative tasks. Identify opportunities to improve HR workflows, forms, and employee communications to enhance efficiency and clarity. Monitor daily ESC operations and workflow, help prioritize work, address service gaps, and maintain service standards; provide back‑up support as needed. Identify trends in employee inquiries and operational challenges, recommending and implementing improvements to workflows, documentation, and communications. Assist with onboarding and training of Service Center Specialists, promoting knowledge sharing and consistency in service delivery. Collaborate with HR, Payroll, Benefits, and departmental personnel to support consistent and high‑quality service delivery. Other Functions Performs other duties as assigned. Minimum Qualifications High school diploma or equivalent. Three (3) years of office, administrative, or related experience; or an Associate’s degree with one (1) year of office, administrative, or related experience. Knowledge of HR related functions. Experience working with computers. Ability to assess work priorities and meet deadlines. Demonstrated ability to exercise independent judgment and creative problem‑solving skills. Excellent interpersonal and communication skills with demonstrated ability to interact with a wide variety of people. Dedication to providing customer service. Attentive to detail and ability to work accurately with figures. Ability to use a computer terminal and familiarity with data management, word processing and spreadsheet software programs. Ability to maintain a database of information. Working Conditions Work is performed in a standard office or indoor university environment and involves minimal physical exertion. Work Schedule and Work Arrangement M‑F; 8:30 am - 5:00 pm Salary Information Pay Grade: Non‑Unit Classified Grade 15 Click here to view the Classified Step Scale This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early. #J-18808-Ljbffr University of Massachusetts Amherst