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Employee Support Specialist

2 months ago

Minneapolis, Minnesota, United States U.S. Bank Full time

Company Overview:
At U.S. Bank, we are dedicated to empowering our customers and communities by providing exceptional financial services. We recognize that our diverse workforce is key to achieving our mission, and we are committed to fostering an inclusive environment where every individual can thrive.

Position Summary:
Objective: Serve as the primary point of contact for employee-related inquiries, offering personalized assistance to staff, retirees, management, and external partners.

Responsibilities:

  • Address inquiries regarding administrative processes and policies through various communication channels, including phone, HR portal, chat, and email. Utilize the HR case management system to document and escalate issues as necessary.
  • Guide employees in understanding available HR services and promote the use of self-service tools, such as the HR Portal.
  • Investigate and resolve inquiries within established service level agreements, managing multiple issues concurrently while prioritizing urgent requests.
  • Analyze cases to identify the root cause of issues, ensuring accurate resolutions or appropriate escalations.
  • Maintain thorough documentation of inquiries and responses provided.
  • Leverage various online systems and data sources to conduct research for effective inquiry resolution.
  • Independently manage routine tasks while contributing to the enhancement of HR services and processes to improve employee satisfaction.
  • Familiarize with HR systems, including Workday and the Employee Portal, to facilitate self-service and case management.
  • Stay informed about company policies, procedures, regulations, and ethical standards.
Key Competencies:
  • Customer Service Orientation: Demonstrate accessibility and attentiveness to customer needs, providing effective solutions while balancing organizational objectives.
  • Effective Communication: Convey ideas clearly and respectfully in both written and verbal formats to diverse audiences.
  • Time Management: Prioritize tasks effectively to achieve desired outcomes.
  • Innovative Problem Solving: Identify challenges and opportunities for improvement, adapting to change and ensuring successful outcomes.
  • Database Proficiency: Exhibit knowledge in utilizing both flat and relational databases.
  • Process Integration: Understand the interconnectivity of processes and their impact on overall operations.
  • Agility and Innovation: Respond swiftly to changing priorities and foster new approaches for organizational success.
  • Collaboration: Cultivate partnerships and promote teamwork across the organization.
  • Customer-Centric Approach: Build strong relationships with customers and deliver tailored solutions.
  • Results-Driven: Hold oneself and others accountable for achieving meaningful outcomes.
  • Ethical Standards: Uphold integrity and trustworthiness in all interactions.
  • Inclusivity: Encourage a culture that values diverse perspectives and ideas.
  • Talent Development: Foster an environment that motivates individuals to contribute to organizational goals.
Qualifications:
  • Minimum: Completion of a two-year college program or equivalent work experience in a related field.
  • Minimum: Availability to work standard business hours.
  • Preferred: Bachelor's degree with three years of customer service experience.
  • Experience in HR administration, recruitment, payroll, or benefits is highly desirable.
  • Proficient in PC skills, with preferred experience in Workday.
  • Familiarity with HR terminology related to recruitment, payroll, and benefits.
  • Strong verbal and written communication abilities.
  • Excellent interpersonal skills with a focus on customer service.
  • Commitment to confidentiality regarding sensitive information.
  • Bilingual candidates are encouraged to apply.
Work Environment:
This position offers a hybrid work schedule, requiring in-office attendance for a portion of the week while allowing flexibility for remote work.

Benefits:
U.S. Bank provides a comprehensive benefits package designed to support the well-being of our employees and their families, including healthcare options, life insurance, disability coverage, retirement plans, paid time off, and more.

Equal Opportunity Employer:
U.S. Bank is committed to creating a diverse workforce and encourages all qualified applicants to apply without regard to race, religion, gender, or other protected characteristics.