Hello, you've reached the Employee Benefits Center.
How may I help you?
Dozens of times a day, University of Maine System employees hear that helpful greeting as they reach out to the Office of Human Resources and its Employee Benefits Center with all sorts of questions and issues.
Do you ever wonder who is on the other end ready to join your journey for information and understanding?
Perhaps it's Karla Kemp, the EBC's Coordinator
A customer service professional with seventeen years’ experience in the hospitality industry and with state government, she’s seen her share of challenging inquiries!
“We see ourselves in the very same situation as you are. The EBC isn’t outsourced. We are University of Maine System employees just like everyone else. That’s why we have so much empathy and understanding. The issues we hear about are the very same ones that impact us as well. “
For leave questions, Fred Meserve is your source
The veteran of the group, Fred’s been with the EBC since day one three years ago when the
One University concept and then the single HR organization operation moved forward. Now the EBC’s Leave Coordinator, he has a background in disability benefits and customer satisfaction…and he’s a true partner not a passenger!
“Answering a question or helping you navigate your benefits plan is something we do together. It’s the feeling of working on a solution or resolution of a problem with you. That’s what leads to our best outcome.”
Value added from the team and Tammie Perez
Twenty-two years of customer service in retail, payroll, and the military has taught her a thing or two about how to provide for your current and future needs!
“Our role is to educate you while we are providing information and answers. Helping you understand how things work is really the best approach. You’ll come away from the call with not only your short-term needs met, but also knowing more so you can answer your own questions down the line.”
You get way more than a headset and keyboard with Ann Remick
An HR generalist who has not only explained benefits, but developed a plan or two during her thirty-one years on the front lines, Ann knows how to field the tough questions.
“The most difficult calls are the ones when System co-workers are struggling with a variety of issues. It can be stressful. But, in the end, taking a step back and inviting your caller to do the same sets up a level of trust that we are there to help them and will do everything we can to do it.”
Kristen Cobb is the newest team member, but she’s no rookie
Benefits, billing, life insurance, Kristen brings a broad background to her customer support in the EBC. Even so, she and her colleagues know that sometimes, the issue may need a little bit of research.
“If we don’t have the answer at hand, we will tell you up front. Our promise is to get it in a timely and responsive way and follow up diligently. You need information sooner rather than later.”
"We may not all be in the same location, (Tammie and Kristen actually call USM’s Gorham campus home), but rarely does an hour go by without our touching base with other members of the team. Ours is not a solitary activity. You wouldn’t believe how often we’re on HipChat to get you what you need when you need it!”
How do you contact us?
Toll-free (866) 269-9635
“Yes, the work can be demanding, sometimes even stressful but would you believe it, we really do have a sense of humor and fun and we take it as a point of professional pride that we rarely push a question or issue to others. We are problem solvers, but smart enough to know when it’s time to reach out for help.”
Getting better every day and improving our level of customer service is a priority
Hearing what we have done to respond to your needs or how we can provide even better service is invaluable feedback. That’s why our customer service process includes a survey to share your experience.
“The most rewarding calls are those in which we are able to not only provide what you need, but partner to build a relationship of support and trust. You can rely on us to be responsive and dedicated to a positive outcome. If you hang up or log off knowing the answer, but also understanding more about your benefits package in the exchange, we’ve succeeded.”