EMPLOYEE SERVICE ASSOCIATE

Apply for Job

Job ID

81556

Location

Riverside

Full / Part Time

Full Time

Add to Favorite Jobs

Email this Job

Job Posting

For UCOP internal applicants, please login to the internal candidate gateway at : Jobs at UCOP

Position Base

Riverside

Location

UCPath Center

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer Prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good. Learn more about the UC Office of the President

The UCPath Center is the University of California's shared services center in Riverside, CA. The UCPath Center manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, six academic medical centers, three national labs and more. The staff at the UCPath Center work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath Center

Position Summary

The Employee Service Associate will work within UCPath, reporting directly to the Employee Service Supervisor. This critical role will be the first point of contact and service for UC employees, former employees and vendors. This role utilizes customer service and workstream business process knowledge concepts to apply policies and procedures to respond to all levels of human resources inquiries, resolving most inquiries directly and escalating complex / unique issues as needed. Customer contacts may be through multiple channels, with the majority of contacts made through telephone contact, UCPath online and the case management tool. The incumbent will provide information and guidance primarily by phone to UC employees, former employees and vendors regarding payroll (garnishments, wage attachments, W2, etc.), benefits (eligibility, enrollment, premiums, coverage level, leave of absence, providers, Open Enrollment, etc...), human resources (job data information, personal information, position, effective dates, employment status, etc.), accruals (vacation, sick, compensatory time, PTO, etc.), and academic personnel (professors, lecturers, post-doctoral, etc.). Knowledge and experience as a subject matter expert is required in at least one of the following areas : benefits, payroll, or human resources. The incumbent must be able to acquire in depth knowledge across multiple areas through training.

Key Responsibilities

• 25% Provides accurate and timely resolutions to complex and / or escalated issues and inquiries through multiple channels (phone, chat, case management tool, etc.). Must apply appropriate resolution assessment methodology (investigate and research), utilize knowledge management tools, educate employees, former employees and vendors on self- service tools, policies and procedures and determine the appropriate course of action or escalation for emerging issues. Responsibilities involve assessment of issues and problem resolution in various areas such as, but not limited to : benefits, payroll, human resources, accruals, and academic personnel.
• 25% Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers and the larger UCPath team. Assesses customer's level of understanding and educates and influences customers to utilize self-service support. Provides support by answering escalated customer inquiries by researching policies and procedures, recommending self-help websites, and guiding customers through steps used to arrive at solutions. Provides support for employees with sensitive and confidential information relating to benefits, payroll, and / or HR issues.
• 25% Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction. Communication style includes accurate and grammatically correct support based on channel (phone, email, case management). Completes accurate and actionable case documentation in the customer relationship management system.
• 25% Supports the UCPath team by sharing knowledge, information, and best practices with peers and cross-functional teams. May research, analyze and work with appropriate levels of UCPath to facilitate implementation of corrective action or ensure problem resolution. May participate in workgroups for review of internal process and technology to ensure effective and efficient customer service. Ensures delivery of quality service to various constituencies.

Experience

Required Qualifications

Skills and Abilities

Required Qualifications

Preferred Qualifications

Education

Required Qualifications

Preferred Qualifications

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Job Title

EMPLOYEE SVC ASC 2

Job Code

007755

Salary Grade

STEPS

Payscale :

$30.39 - $41.72 an hour - Salary offers are determined based on final candidate qualifications and experience.

Benefits : For information on the comprehensive benefits package offered by UCPath visit : Benefits of Working for UC

ADDITIONAL INFORMATION

This position will work a hybrid schedule which includes a combination of working both onsite at UCPath in Riverside and remote in California.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

JOB CLOSE DATE

For first consideration, please apply by : October 17, 2025 .

CONDITIONS OF EMPLOYMENT

Background Check Process : Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment : The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs , as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy for Employees, Students and Third Parties

APM - 035 : Affirmative Action and Nondiscrimination in Employment

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit : https : / / policy.ucop.edu / doc / 4010393 / PPSM-20 . For the University of California's Anti-Discrimination Policy, please visit : https : / / policy.ucop.edu / doc / 1001004 / Anti-Discrimination .

The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at : Accessibility or email the Human Resource Department at : epost@ucop.edu