SR BENEFITS ADMIN & COMM ANALYST

Occupational Summary

Plan, develop and implement strategies which successfully support the objective of customer service requests in the areas of pay, benefits, staffing and general human resources; provide sound interpretation and application of HR policies applying a broad base of human resources knowledge, judgment and initiative; process HR transactions, interact with various departments to resolve human resource concerns. Develop and deliver of formalized training for the HRIC & Benefit Specialists.  Maintain and update HRIC/Benefits training and procedure manual as needed.  Perform quality controls to include review and score card assessment of customer calls.  Provide feedback to HR Employee Services Team Lead for development opportunities for HRIC Specialists to improve customer service delivery.  Responsibilities will also include support of customer service initiative to drive customer service inquiries to Service Now/Support@Duke case management system and assist with monitoring and reporting on customer service inquiries.  Responsibilities include updates/additions to Support@Duke templates to ensure policies/procedures are correctly documented in work notes for customer FAQ’s.

Work Performed

Functions as direct supervisor for 3 Benefit Specialists supporting Health programs including reimbursement accounts, COBRA and Retiree Health.  Also provides oversight of Tuition Programs (ETAP, CTG).  Partner with Assistant Director Benefits on staff selection, retention, orientation, development, and coaching.

Represent the Benefit Service Team to key clients/customers, providing them with issue resolution, or other responses to promote good relations between the Benefits Service Team and its customers.

Make recommendations to management of methods to increase productivity and improve the level of service for employees.

Construct and monitor performance metrics at request of management.

Ensure Benefit Specialists are properly trained to accurately and effectively resolve employee inquiries while providing exceptional Customer Service.

Provide staff with training, development while building a team environment.

Incorporate the vision set forth by the Associate Director, Benefits

Provide information to the Assistant Director, Benefits regarding team issues; keep team members abreast of important issues necessary to enhance daily activities.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Required Qualifications at this Level

Education/Training:

Work requires communication, analytical and organizational skills generally acquired through completion of a Bachelor’s degree program preferable in Human Resource Management or a related field.

Experience:

Work requires three years’ experience in a business/professional role. Training and supervisory experience preferred.  Must be proficient in computer software and the latest electronic technology.

OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Skills:

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree program preferable in Human Resource Management or a related field.

Work requires three years experience in a business/professional role. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE Employee benefits/HR practical experience preferred. Must be proficient in computer software and the latest electronic technology.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.