Purpose: Provide first point of person-to-person “high touch” customer service to employees, retirees, managers, line of business HR and external clients.

Scope: Offer prompt, courteous customer service regarding HR, payroll, and basic benefit inquiries and issues to over 70,000 U.S. and Canada based employees.

Areas of Responsibility:

· Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email. Utilize HR case management system to document and escalate as needed following the appropriate processes.

· Educate employees on HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.

· Research and resolve inquires within defined service levels. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.

· Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation.

· Accurately document inquiries and answer provided.

· Utilize multiple online systems and data sources to perform research to ultimately resolve inquires.

· Work independently on most routine tasks.

· Actively contribute to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.

· Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management.

· Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.

Core Behaviors:

· Customer Service Skills: Is accessible to the customer, discerning information that is significant and essential to customer success. Interprets customer needs accurately and develops workable technical and non-technical business solutions. Balances interests of the customer against company needs. Assists in the establishment of service levels for a customer and manages customer satisfaction taking accountability for addressing concerns.

· Communications: Communicate ideas in a clear, concise and respectful manner in both written and verbal form to a variety of audiences.

· Time Management: Skilled in focusing on desired results, determining what is important and urgent, clarifying next steps and achieve desired results.

· Innovative Problem Solving: Identify and document problems. Use reason logic and intuition to define problems. Identify opportunities for change. Anticipate and plan for change process. Accept change openly, taking ownership to ensure success of change.

· Data Base Knowledge: Demonstrate knowledge of and skill in using both “flat” and relational databases.

· Process Thinking: Integrate and link individual processes—understand how seemingly unrelated components interact.

· Agility & Innovation: Adapt quickly to changing priorities; create new and better ways for the organization to be successful

· Collaboration: Build partnerships and promote a culture of teamwork to drive one U.S. Bank.

· Customer Centricity: Build strong customer relationships and deliver customer centric solutions

· Drive for Results: Hold self and others accountable to consistently achieve meaningful results

· Ethics & Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity

· Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged

· Talent Development & Engagement: Create a climate where people are motivated to help the organization achieve its objectives

Qualifications

· Minimum: 2 year college or post-secondary course work in related field or applicable work experience.

· Minimum: Requires the availability to work 9:30 am to 6 pm CT to start

· Preferred: - Bachelor’s degree

- 3 years of Customer Service experience

· Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits.

· Strong PC skills, preferred experience working in Workday.

· Established vocabulary of general HR terminology (recruitment, payroll, benefits)

· Strong verbal and written communication skills

· Excellent interpersonal skills with and a customer service approach to problem solving.

· Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information.

· Bilingual is a plus