HR Service Call Center Rep

Job Family Human Resources
Full/Part Time Full-Time
Regular/Temporary Regular
Employee Class Civil Service
Title: HR Contact Center Representative
Civil Service
Full/Part Time (FTE): 100%
Regular/Temporary: Hourly Wage: 22.25 exception hourly (46,280 annualized)
We welcome applications from recent graduates and encourage them to apply.
The HR Contact Center Representative provides front-line customer service and guidance to current and former employees on a wide range of HR, payroll, and benefits topics. This role serves as the primary point of contact via phone and email, delivering accurate information on eligibility, enrollment, coverage options, retirement plans, and HR policies. The representative researches and resolves complex inquiries in partnership with internal benefits teams and external vendors, maintains detailed case records in the CRM system, and meets established service level expectations. Additionally, the position supports departmental HR processes, assists with training and special projects, and contributes to University events such as New Employee Welcome, benefits workshops, and Open Enrollment activities.
Work Schedule: Monday - Friday, standard business hours

70% Contact Center Functions:
Provide client support via telephone, email, and in person.
Provide consultation and assistance to current and former employees with payroll, recruiting solutions, retirement, health, welfare benefits, and other areas defined by leadership.
Maintain current knowledge of mandatory and voluntary retirement programs, as well as investment options and catch-up provisions. Calculate and educate participants on contribution limits to 403(b) and 457 voluntary retirement programs.
Assist employees with transitions to Medicare health plan options, life event / status changes, severance programs and policies, and direct billing process for employees on leaves of absence.
Utilize a Customer Relationship Management tool for case management.
Meet all service levels as set by leadership
15% Department Support:

Provide guidance and consultation to departments and outside agencies on matters relating to University benefit programs, HR processes, data and systems.
Able to recommend and implement process improvement opportunities
Able to discuss benefit policies and guidelines with department personnel to ensure correct benefit enrollment, eligibility, and deductions.
Able to assist with peer training.
10% Special Projects:

Serve on committees and work groups, manage special projects, and perform other duties as assigned.
Provide support for New Employee Welcome and present enrollment workshops on a rotating basis.
Provide support and Employee Benefits Health Fairs during Open Enrollment period.
Maintain current knowledge of State and Federal tax and employee benefit laws and regulations that apply to University benefit programs. Conduct research on HR cases and update knowledge base as needed.

Visa Language: Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.
BA/BS in Human Resources/Benefits, Health, Retirement, Counseling, or a related field; or a combination of education and relevant professional experience to total at least 4 years.
Experience using Microsoft tools like Word and Excel, Google documents, and HRMS systems.
Strong commitment to and experience in providing professional customer service to clients.
Previous experience providing customer service in a call center environment.
Demonstrated knowledge of health and welfare benefit plans and Open Enrollment elections.
Experience resolving complex health claim or benefit issues desired.
Experience with PeopleSoft Benefit Program and Customer Relationship Management (CRM) software.
Knowledgeable on the following HR topics: payroll administration, employment verification, I-9 compliance, applicant process, paycheck deductions, direct deposit, timecard entry, employee classes, and absence management processes, etc.
The Office of Human Resources (OHR) at the University of Minnesota partners with the campus community to support a strong, diverse workforce that drives the University's mission. We are guided by a vision to create a workplace where people feel connected, supported, and successful. Our approach is grounded in our core values of integrity, service, innovation, collaboration, and responsibility.
Pay Rate: $22.25 per hour
Position Type :Civil-Service & Non-Faculty Labor Represented Staff
Please visit the Office of Human Resources website for more information regarding benefit eligibility.
The University offers a comprehensive benefits package that includes:

Competitive wages, paid holidays, and generous time off
Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
Low-cost medical, dental, and pharmacy plans
Healthcare and dependent care flexible spending accounts
University HSA contributions
Disability and employer-paid life insurance
Excellent retirement plans with employer contribution
Public Service Loan Forgiveness (PSLF) opportunity
Financial counseling services
Employee Assistance Program with eight sessions of counseling at no cost
This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. Applications must be submitted online. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
For a completed application, please include a resume and cover letter. To request an accommodation during the application process, please e-mail View email address on click.appcast.io

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:
About University of Minnesota

The University of Minnesota, Twin Cities (UMTC)
The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).