Purpose and Scope
University of Missouri Human Resources provide leadership in the planning, integration, and implementation of human resource services and programs for faculty and staff across all campuses and the health system. Collectively with campus colleagues, we serve as a strategic and trusted advisor, and pursue continuous improvement through knowledge, collaboration and leadership.
The UM HR Shared Administrative Service (SAS) team is responsible for providing support, education, and stewardship to University of Missouri faculty and staff, and manages the transactional administration of Human Resources processes.
This position will have key responsibilities in the daily administration of human resources transactional processing of the University’s Retirement and Benefit plans carried out on behalf of the Board of Curators of the University of Missouri. As part of a fully cross-trained team, this position shares responsibility for benefit, retirement, tuition assistance, unemployment, leave-related benefit administration, reporting, documentation review and customer inquiry functions. These responsibilities are performed by the SAS team and serve as part of the overall Human Resources Service Delivery Team, serving over 50,000 active and separated employees, retirees, beneficiaries and dependents.
Responsibilities
Cross-trained SAS responsibilities:
55% Provide customer service, problem solving and tier-two support to routine and non-routine inquiries related to administrative functions within SAS, including benefits, retirement and tuition assistance transactional processing. Responsibilities include but are not limited to:
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Review, approve and process active and retiree benefit enrollment forms, including new enrollments, annual enrollment changes, mid-year changes and changes due to qualifying life events.
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Review proof of relationship, sponsored adult dependent documentation, loss of coverage documentation, court orders and other supporting documentation to determine whether enrollment changes can be processed.
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Process HSA and FSA enrollments or changes, Evidence of Insurability (EOI) reviews, life and disability plan approvals based on vendor reporting, and Qualified Medical Child Support Orders (QMCSO).
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Review retirement election forms for accuracy and completion and initiate reach out as needed to support timely pension benefit processing with awareness of payroll deadlines.
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Analyze tuition assistance applications, apply written policy to approve or deny requests, and respond to tuition assistance inquiries through the dedicated resource inbox and ticketing system.
Process additional pay taxation letters accurately and promptly, ensuring the payroll adjustment team receives required taxation details for proper processing.
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Communicate with employees, retirees, beneficiaries or dependents to request corrected forms, missing documentation or clarification as appropriate.
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Provide retiree Medicare support, including Medicare eligibility questions, University retiree benefit plan offerings, annual enrollment inquiries, claims assistance and newly Medicare eligible retiree/dependent processing.
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Utilize reporting to create and mail Medicare Age-In packets to retirees and dependents who are newly Medicare eligible, ensuring all required forms and documentation are returned timely.
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Complete processes for removing aged dependents, including communication with affected individuals and accurate COBRA entry.
20% Monitor SAS assigned tickets, resource inboxes and imaging workflows
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Monitor and reply to incoming inquiries via the HR ticketing system, SAS inboxes and dedicated resource inboxes, providing timely and professional responses.
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Deliver accurate information to address employee, retiree, and dependent inquiries related to benefits, retirement, tuition assistance, Medicare, leave-related benefits and related SAS functions.
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Identify and escalate inquiries as appropriate to tier-three subject matter experts within the Centers of Expertise, including the retirement team, benefits team, payroll, leave administration or other appropriate partners.
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Process and route key documents through workflows within the University’s document imaging system (Perceptive Content), including documents pertaining to retirement, benefits, tuition assistance, and related HR processes.
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Cross train and support all SAS team members with assigned responsibilities as needed to maintain service continuity and consistent processing across the team.
15% Reporting, data integrity and corrective processing
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Process and complete corrections as applicable for daily, weekly, monthly, statistical or ad-hoc reports regarding eligibility, system errors, enrollment discrepancies and transactional processing.
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Review and resolve discrepancies between University benefit records, vendor records, Medicare records, PeopleSoft data and other applicable sources based on assigned report or workflow.
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Investigate and resolve Health Savings Account contribution discrepancies, over-contributions or override adjustments, ensuring proper documentation and corrective action.
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Analyze and work FSA discrepancy reporting, identifying and resolving discrepancies related to contributions and eligibility.
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Maintain accurate documentation of customer communications, enrollment decisions and processing actions, and identify opportunities for process improvement and consistency.
5% Leave-related benefit administration and unemployment support
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Prepare and send initial communication packages to employees on Long-Term Disability (LTD), explaining benefits, payment responsibilities and required actions.
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Manage and update benefit enrollments for LTD recipients and coordinate with the Benefits Team regarding billing adjustments.
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Serve as a point of contact for benefit-related questions for employees during LTD periods.
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Manage and respond to unemployment claim requests and collaborate with internal departments to collect required information for unemployment claims.
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Escalate complex unemployment claims or benefit-related issues as appropriate following established guidelines.
5% Other duties as assigned
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As with all positions, involvement with other duties and responsibilities may be expected in order to support the mission and purpose of the University of Missouri.
