Human Resources Specialist
3 weeks ago
Summary:
- Provides outstanding service to HR customers including active employees, HR colleagues and retirees for HR-related inquiries.
- Processes HR transactions specifically in the areas of benefits, retirement and pensions with quality, timeliness and efficiency; troubleshoots and problem solves while encouraging self-service.
- Responsibilities include project-based work with various HR Centers of Excellence.
Typical task breakdown:
- Responsible for resolving employee and HR customer telephone and/or electronic inquiries and service requests for the HR COE areas including but not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and Employee & Labor Relations
- Educates employees and HR customers on company practices/policies and tools to encourage them to resolve questions on their own.
- Daily phone work using call management system.
- Owns HR case management process including opening cases (tickets), managing customer expectations, managing escalations, and closing cases; develops solutions by collecting and analyzing information
- Provides accurate, consistent and timely responses to HR process, system and policy requests
- Refers complex cases requiring interpretation to the appropriate HR Specialist or if necessary, the Center of Expertise (COE) or HR Business Partner
- Maintains customer contact until the inquiry is resolved, including informing customer of status and resolution
- Achieves or exceeds service-level agreements to ensure a high quality of service delivery (accuracy of responses, timeliness, professionalism)
- Contributes to the maintenance of employee records and files, ensuring compliance with all legal requirements as well as satisfying related inquiries from employees and HR customers
- Performs various tasks as assigned
Interaction with team:
- In person meetings, MS Teams, one on one, email
Education/Experience:
- 0-3 years related experience required.
- Bachelor's Degree or equivalent
Technical and Soft Skills
- Heavy phone call experience.
- Open enrollment and benefits.
- Knowledge of HR basics.
- Adept at technology.
- Superior customer service skills.
- Excellent communication skills.
- Strong attention to detail, organized, analytic ability, problem solving, troubleshooting and follow-up skills.
- Ability to successfully handle multiple tasks and changing priorities
- Time Management
- Ability to multi-task
- Proper/professional phone etiquette
- Dependable
- Works well in a team environment
Nice to have:
- Call center/heavy phone experience
- HR Certifications
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