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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50364642 |
Description Activated On: 8/24/2026 2:16:19 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position serves as a customer contact in an inbound/outbound call/service center environment utilizing knowledge base and case management tools to assist customers in completing their human resource transactions, benefits and information services, in accordance with call/service center standards. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Interacts with customers via telephone and in writing to: Provide answers to questions relating to employee benefits and services including, but not limited to, enrollments and life status changes involving medical, dental, vision, deferred comp, DCAP, commuter benefits and voluntary benefits programs. Conducts research and analysis of SAP transactions, ServiceNow cases, reports and other information sources, in order to answer customer inquiries. Provide information explaining employee benefits and services including various health insurance plans. Counsels employees on the various medical plans available, associated costs of each plan, and circumstances under which employees can enroll/decline/change their benefits. Provide a full range of assistance in the use of ESS and guiding employees in completing ESS transactions. Provide a full range of assistance in the use of the Financial Disclosure Application Provide a full range of assistance in the completion of on-line forms including but not limited to PEBTF forms. Maintains electronic human resources and benefits records by using ServiceNow and SAP including, but not limited to, enrollments and life status changes involving medical, dental, vision, deferred comp, DCAP, and commuter benefits. Utilizes knowledge base information to answer customer inquiries and educate customers on the use of the knowledge base. Retrieves information from various state automated human resource or payroll systems in order to address customer inquiries and transactions. Applies independent judgment in determining best course of action in response to customer request. Inputs or updates HR Master Data transactions relating to employee benefits and services according to established policies and procedures including, but not limited to, deductions, Open Enrollment, Initial Enrollment & changes (life status changes, health, dental, vision, deferred comp, direct deposit, life insurance, DCAP, commuter benefits and voluntary benefit programs). Maintains awareness of telephony application and responds to calls as quickly as possible to ensure service levels are adequately maintained. Alerts supervisor or specialist when there is confusion or absence of information in the knowledge base to answer specific questions relating to employee benefits and services. Assists less experienced representatives, by answering questions and by pointing reps to the appropriate resources. Researches data to verify employment and salary records in order to analyze information to formulate a recommended action that falls within prescribed guidelines. Applies established methods and procedures when responding to customer inquiries and processing benefit forms. Documents all contacts and outcomes within the center’s case management software application. Works a variety of reports, including analyzing data and recommending appropriate action. May include but not limited to: Data cleansing, which involves updating master data in SAP and documenting via ServiceNow case notes. Reports may involve independent analysis in order to determine most appropriate corrective action. Creates buy-ups for benefits plans for out-of-state employees. Add/remove dependents for closed benefit plans. Routes calls to internal staff and/or external office as appropriate. Uses the division’s resource email account as a means of contacting an employee when unable to reach by phone. Performs all work in accordance with established call/service center standards, procedures, and established program policies. Initiates status reports to supervisor or specialist when delays occur in responding to inquiries or benefits forms processing. Performs a quality assurance self check on all benefit forms processed. Participates in quality assurance coaching sessions. Attends meetings and seminars related to new benefit programs and changes to existing programs. Takes notes and keeps supervisor informed. Performs other related duties as required |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Operates under the guidance of a supervisor or specialist in the call center environment. Work is performed independently. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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