Client Corporate HR currently seeks a Representative for our Human Resources Employee Services Department Leaves Administration Team (HR-ESC Leaves Team). Hours of operation are 8:00am – 8:00pm Monday through Friday for the HR-ESC. The candidate must be available to work our 11:00am – 8:00pm shift. This position is responsible for providing customer support for inbound calls/communications received during daily ESC operations. The primary purpose of this position is to support leave of absences (LOA’s) enterprise wide, but will also support other processes in the ESC. This position may focus on executing and monitoring one or more employee related processes and is required to process employee requests and associated transactions while maintaining Service Level Agreements by applying customer service satisfaction techniques with the efficient, timely and accurate use of resources. This position is historically an in office role, but currently is a hybrid between in office/remote due to COVID.
MAJOR DUTIES AND RESPONSIBILITIES Answer calls from our client group, respond to emails, and process HR related transactions in PeopleSoft, Kronos, CRM, and other systems as necessary. Support will be provided for, but not limited to, the following leave types or transactions: Short-term Disability (SD), Long-term Disability (LTD), Workers Compensation (WC), Americans with Disabilities Act (ADA), Personal Leave of Absence (PLOA), Paid Parental Leave (PPL), PTO or sick supplement coding, timecard coding, maintain tracking logs, benefits eligibility & enrollment guidance, onboarding administration including background checks, I-9 verification, document tracking & retention, routine HR questions, support post-employment processes, update the case management system with call/transaction specific information and supporting documentation, achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR data (PeopleSoft), applicant tracking system (BrassRing), and vendor websites. Apply knowledge of HR programs, policies, Benefit plans, to quickly resolve customer issues or concerns. Responsible for the escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue. Manage time effectively to ensure ESC meets required service levels for customer satisfaction results and adheres to Service Level Agreements. Demonstrate the highest degree of accuracy, courtesy, confidentiality, and professionalism to resolve customer issues with one contact resolution in accordance with Federal and State laws, and Company policies. Perform other duties as assigned. Years Exp: 0 - 4. Leadership/Contributions: Individual contributor.