Job Requirements
This position is responsible for receiving and resolving employee, manager & former employee inquiries through calls and emails; providing advice and guidance covering all areas of HR including compensation and benefits.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (employee/manager/HRBP/former employees) inquiries and resolving customer issues.
2. Serves as the Tier 1 for query resolution via phones, emails, case management, and to ensure accuracy and follow-up when necessary
3. Communicates HR, Benefits, or Payroll objectives, policies, procedures, and government regulations.
4. Completes simple HR, Benefits, or Payroll related transactions.
5. Escalate customer inquiries to Tier 2 Specialists and/or Centers of Excellence or HR Business Partner when specific, in-depth functional knowledge is required.
6. Assist Tier 2 by reading and explaining resolutions in cases from other Excellence of Service Departments.
7. Document all customer inquiries, issues and transactions in HR Connections case management system.
8. Recognizes unusual events or consistent problem areas and work with Supervisor to resolve.
9. Works as a team member focusing on customer service.
10. Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies.
11. Assists with the implementation of programs, policies, and services provided by the company by acting as the customer’s first line of contact.
12. Assist with special projects as needed by providing suggestions, participate in the Q&A, and assist management in preparing and collating reports for decision making e.g. Kronos and Pay Practice standardization and implementation.
13. Serves as the point of contact during annual events such as open enrollment, annual training, new hire orientation and UMMS U access.
14. Support new hire training in all areas of HR and provide a continuous mentor and coaching to HR Service Center team members.
15. Perform reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.
16. Cross train when needed to assist in other disciplines within HR department
17. Update Huddle scripts monthly to keep information relevant
18. Provide education and instruction to team members in accessing and using HR Connections and case management system.
19. Performs other related duties as assigned.
Work Experience
1. Bachelor’s degree in Human Resources or related field is required
2. One (1) year of experience in a call-center, or customer service-related employment required
