Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.
Stanford University Human Resources (UHR) is seeking a Benefits & Operations Specialist to serve as a knowledgeable resource to all staff, faculty, retirees, and their families for health, retirement, benefits programs, and other benefits or HR operations related-inquiries. This position reports to the HRSC Benefits and Operations Manager. This position is at our Stanford Redwood City campus.

EDUCATION & EXPERIENCE:

Bachelor’s Degree and 2 years related experience in Employee Customer Service Experience Human Resources Experience, specifically benefits administration and disability leave administration, or equivalent combination of education and experience.

KNOWLEDGE, SKILLS AND ABILITIES:

• Experience directly related to answering complex benefits and leaves questions from a variety of customers.
• Familiarity with employee benefit programs and relevant laws and regulations that govern them, including medical, dental, vision, life and short and long-term disability, COBRA, ERISA, cafeteria plans, to effectively respond to employee questions.
• Experience with an HCM and time/leave system and navigating vendor platforms.
• Effective interpersonal skills and excellent customer service skills.
• Strong written and verbal communications skills, with the ability to be both pleasant and professional and the ability to thrive in a highly collaborative environment.
• Ability to communicate complex benefits and disability leaves issues in layman terms.
• Strong attention to detail and accuracy.
• Ability to learn and apply general human resources policies using problem-solving skills.
• Ability to exercise discretion with confidential information, and effectively handle highly sensitive and personal information with sound judgement, tact, and discretion.
• Team-oriented self-starter with the ability to work independently and proactively and prioritize competing assignments, multi-tasking as required.
• Strong proficiency Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
• Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
• Rarely kneel/crawl, operate foot and/or hand controls.
• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

JOB PURPOSE:

Under direct supervision, the Benefits & Operations Specialist serves as a knowledgeable resource to all staff, faculty, retirees, and their families for health, retirement, benefits programs, and other benefits or HR operations related-inquiries. This role supports the administration and overall operation of university benefits and disability leave programs by addressing escalated employee questions of moderate complexity. Key responsibilities include researching and analyzing inquiries to provide excellent customer service and coordinating with other team members, benefit vendors, and/or escalating to the Benefits and Disability Leaves Tier 3 Centers of Expertise (COE) as required to resolve employee inquiries. An ideal candidate for this role will have demonstrated analytical skills and a strong commitment to providing excellent customer service. This role will execute Stanford’s vision while championing Stanford’s culture and values.

CORE DUTIES*:

• Benefits & Operations Support: Support the administration and the overall operation of benefits programs, by answering employee questions and resolving issues of moderate complexity related to benefit, disability leaves and retirement programs and processes. Specialist should demonstrate in depth knowledge of programs and operations including but is not limited to TGP, retirement calculations, background checks and community leave bank administration. Demonstrate strong knowledge of benefits programs through the resolution of inquiries, explaining benefits programs and policies and supporting employees with their open enrollment processing. Transact and support specialized benefit programs, such as retirement plan calculations and the creation of retiree records, of intermediate to moderate complexity. Provide trusted expertise in understanding the leaves programs and services provided by Stanford, and the processes of working with the external vendor on claim initiation and on-going leaves support. Apply tools and knowledge for a seamless customer experience. Support employees through annual open enrollment and enrollment in other benefit programs.
• Customer Support & Analytics: Research and analyze benefit and/or operations issues and employee escalations; complete cases of intermediate to moderate complexity. Monitor incoming work queues; select highest priority work; coordinate with manager and/or other team members on more complex and/or novel issues. Monitor, report on as requested, and complete all phases of case management related to workload ensuring issues are coordinated, logged, tracked, and resolved appropriately.
• Service Excellence & Communication: Maintain open lines of communication with employees (requesters), teammates, COEs and HR organization at large. Communicate with team members openly and transparently to maintain efficiency, resolve challenges, and socialize current progress. Regularly monitor tickets and ques, maintain adherence to SLAs, and openly communicate with employees regarding the progress and status of request through resolution. Develop trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Contribute to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across the HR organization.
• Employment & Labor Laws: Update knowledge of federal, state, and local employment and labor laws. Maintain currency with leave and benefit program administration trends and best practices. Solicit feedback from managers, peers, and other employees and work to continuously improve as a teammate and advisor. Share improvements to processes and procedures with the broader team.
• Program & Technical Support: Act as a strong resource to customers in technical environments (e.g., Oracle HCM, ServiceNow, vendor websites). Escalate issues and refer to specialized benefits and/or disability leaves experts as needed. Contribute to planning, metrics, and goals for area(s) of expertise. Provide input on process improvements, employee-facing communications, web pages and design and delivery of training materials.
• Business Understanding: Understand alignment between health and welfare program administration and overall HR strategy. Demonstrate, through words, actions, and ideas, alignment to Stanford’s Strategic Plan and the HR Organization’s Strategic Plan.
• Other: Perform other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.
• Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.