Summary

The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through consistent processes and enabling technology.

Reporting to the Paid Leave Balance and Employment Verification Administration Supervisor, each Paid Leave Balance and Employment Verification Associate serves as a critical member of the Paid Leave Balance and Employment Verification Team. Each Associate is responsible for processing transactions so the campus vacation and sick accruals are accurate and timely. In addition, the Paid Leave Balance and Employment Verification Team processes Verification of Employment requests for current and past employees from all campuses and the health system.

NOTE: This position is a two year term-limit role

Expectations

The Paid Leave Balance and Employment Verification Associate is expected to develop deep subject matter expertise in the areas of accruals and verifications of employment. Further the Paid Leave Balance and Employment Verification Associate will need to be comfortable spending 80% of any given day completing transactions. A typical day involves:

• Utilizing extensive on-the-job training to process repeatable transactions
• Handling a high volume of cases from customers and business partners, using a case management tool to open, record, process, and close cases
• Recognizing/acknowledging the need for additional documentation and/or research in order to resolve cases
• Communicating via both email and phone with customers and business partners to collect additional information and provide updates on case status, as necessary

Responsibilities

• Maintain knowledge of and adhere to University of Michigan policies and procedures
• Candidate must be comfortable spending 80% of time completing transactions which demand a strong attention to detail in order to achieve high accuracy rates
• Utilizing a case management system, the Paid Leave Balance and Employment Verification associate performs the following duties:
• Paid Leave Balance and Employment Verification:
  • Monitor human resource activity reports and identify necessary system changes to an employee’s vacation, short-term sick, and extended sick time banks
  • Review requests for maternity and parental leaves, and load leave time when appropriate
  • Identify employees leaving the University, and coordinate the vacation payout with payroll
  • Answer inquiries (phone and email) regarding vacation and sick time balances, policies and procedures
• Verification of Employment
  • Respond to verification of employment requests by current and former employees
  • Respond to verification of employment requests for outside companies and governmental agencies
  • Collaborate with departments within the University to complete verification of employment requests
  • Respond to all inquiries (phone and email) regarding verification of employment
  • Utilize document imaging system in conjunction with ticket management system in order to track and retain fulfilled requests
• Employ process improvement principles to improve business processes and adapt to the demands/needs of our customers
• Work effectively in a team environment and build professional relationships with customers and colleagues
• Other duties as assigned

Required Qualifications

Education:

• High School diploma or equivalent

Experience:

• Willingness to deliver excellent customer service
• Effective written and verbal communication skills
• Proficient standard office computer skills with (i.e. Microsoft Office , Google Suite)

Work Location:

This position works primarily remotely. Going forward the position may be up to 95% remote and the candidate must live within a reasonable commuting distance from Ann Arbor.

Additional Information

The University of Michigan, with an operating budget of over $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Paid Leave Balance and Employment Verification, and Employment Process. To learn more about U-M SSC, please visit our website: www.SSC.UMICH.edu.

We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.

The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.

NOTE: Visa sponsorship is not available for this position.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.