The Human Resources (HR) Service Center Associate 1 serves as the first point of contact for the Shared Service Center (SSC) within an area of specialty or assignment. This position handles receiving, routing, resolving and properly closing all HR inquiries by knowledge the organization's processes, policies and procedures to investigate, resolve and help the resolution of issues and questions.
SALARY
The pay range for this position is $17.83 (entry-level qualifications) - $26.75 (highly experienced) The specific rate will depend upon the successful candidate’s specific qualifications and prior experience.
ESSENTIAL FUNCTIONS OF THE ROLE
- Serves as the first point of contact when employees and managers contact the SSC. Receives, routes, resolves and properly closes a multitude of inquiries, routing specialty questions to Tier 2 Specialists, HR Business Partners (HRBPs) or Centers of Expertise (COEs).
- Partners with appropriate SSC leadership, staff, COEs, HRBPs, HRIS or third parties to resolve complex inquiries or transactions as needed.
- Helps employees and managers in navigating the HR portal, PeopleSoft or Oracle Cloud applications (i.e. Compensation, Learning, Performance Management, Recruitment Succession Planning and Talent Management).
- Guides employees and managers to general HR policies and procedural manual.
- Provides data entry help when employees are unable to complete activities through the self-service portal (i.e. deposit enrollment, life events, general deductions, new hire benefits enrollment and personal data changes).
- Fulfills employment verification requests.
- Performs daily review of open case cues to ensure inquiries and requests are being resolved and closed properly and in a timely way.
- Partners with SSC Managers to regularly review performance outcomes against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); identifies trends requiring COE policy and procedure review or consideration.
- Seeks opportunities to improve the quality, efficiency and effectiveness of personal and team work.
- Seeks feedback, continuously learns, and takes advantage of opportunities to improve knowledge, skill, and experience.
- Maintains working knowledge of all HR and Payroll Operations, trends and developments within healthcare, HR and the organization.
- Work to enhance the capability of self.
- Participates in the delivery of training for staff, SSC staff, other HR partners, SSC customers and third party vendor resources, where appropriate.
KEY SUCCESS FACTORS
- Prior call center experience required.
- Prior CRM experience (i.e. operating a phone tree, routing calls, fielding inquiries through chat and phone) required.
- Excellent social, listening, verbal and written communication skills.
- Exceptional customer service skills.
- Ability to work in a fast paced environment while maintaining accuracy and production requirements.
- Ability to use and navigate through many computer applications and databases to enter job data changes and personal data changes as well on research and log customer inquiries.
- Prior PeopleSoft, Oracle Cloud and Service Now applications experience highly desirable. Familiarity with Microsoft O365 applications.
- Ability to build excellent cross functional relationships and interact effectively with all levels of staff and management.
- Must be detail oriented, a self-starter and work well alone with limited direct supervision.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based on position type and/or level
QUALIFICATIONS
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - Less than 1 Year of Experience
-Equipment provided
-100% phone position
Contact Center experience preferred
