Job Summary

The Human Resources Associate is a member of the HR Shared Services call center and is responsible for providing customer service to employees, managers and the HR community in response to inquiries related to a broad range of HR related topics, including but not limited to : HR policy, time and labor, benefits and performance management.

Responsibilities

Resolves questions received via various channel support streams including but not limited to phone, email and helpdesk tickets;

logs all calls and chats requiring further research, follow-up, and / or action

• Provides superior customer service to all employees by promptly responding to employee and vendor inquiries within Service Level Agreement (SLA) guidelines
• Processes and maintains routine HR transactions in HR information systems and databases, collecting required back-up documentation as needed;

retains documents in document retention systems

• Performs administrative tasks, including processing life-cycle transactions such as unemployment claims, HR Forms, Verification of Employment, offboarding letters, etc.
• Perform quality assurance reviews on electronic and manual transactions
• Escalates more complex inquiries and issues to the HR Shared Services Supervisor or the appropriate Center of Excellent (COE) team or team member

Qualifications

• Associate's degree in Human Resources or other applicable field of study, or equivalent experience, Bachelor's degree preferred
• Some experience in Human Resources or experience working in a call center environment strongly preferred
• Must have the ability to handle diverse employee issues and data in a confidential and sensitive manner
• Effective research, problem-solving, and follow-through skills
• Process driven and solution oriented
• Must be able to work flexible and additional hours as necessary

Last updated : 2024-04-28