HR Service Center Representative

Summary Description: This position performs triage for inbound HR calls and emails from a high-volume multi-state workforce. Handles inbound calls, participates in ticket resolution and ensures email inquiries assigned to Human Resources Service Center (HRSC) are resolved and/or escalated in a timely manner. Maintains confidentiality and ensures compliance of information such as Federal Form I-9s and E-Verify requirements. This position also serves as a point of contact to Whataburger Family Members and the third-party service provider on Whataburger Family Foundation (WFF) issues. Responsible for screening applications for consideration of hardship grant assistance, and maintaining, administering and monitoring policies related to the management of the WFF.

RESPONSIBILITIES:

• Serves as the first point of contact for family members who contact HRSC. Takes detailed information from callers with HR and/or Employee Relations concerns to ensure that pertinent information is gathered prior to providing a response as subject matter expert (SME).
• Processes HR transactions, enters new hire/termination information, personal data, compensation, benefits, and tax data; updates personnel action changes in the HRIS. Uses Taleo system, Hire Right, E-verify, and Orange (internal Sharepoint) software.
• Processes HR transactions, enters new hire/termination information, personal data, compensation, benefits, and tax data; updates personnel action changes in the HRIS. Uses Taleo system, Hire Right, E-verify, and Orange (internal Sharepoint) software.
• Serves as E-verify employer agent; leads communication efforts for Form I-9 compliance, works to resolve Tentative Non- Confirmation cases and form corrections for family members within assigned Region.
• Partners with team to capture work authorization documents, and eligibility to work renewal documents; tracks documents approaching expiration, discretely presents family members with mandated TNC correction options as outlined in E-verify.
• Transfers inquiry calls to key external third-party vendors when necessary (i.e., retirement services, life insurance, Employee Assistance Program, etc.).
• Assists Family Members with inquiries or concerns regarding paperless paystub access, W-2’s, Direct Deposit status, pre-hire tasks, and other routine matters.
• Provides guidance to teams on onboarding, internal promotion status, and rehire process through Taleo, Personal Action Notice inquires, e-Verify questions, Performance Management deadlines, and various initiatives.
• Routes employment verification requests for social services through formalized process to the third-party vendor. Initiates calls relating to employment verifications when The Work Number vendor is unable to resolve.
• Responsible for following up on all items within assigned Region such as New Hire Onboarding status and reporting, weekly payroll actions, data variance reports for HRIS integrity, confirming compliance with minimum age and minimum wage requirements based on location, and requested deduction elections.
• Responsible for tracking and providing metrics/data and completed audits to management for reporting/dashboard.
• Provides cross-functional supplemental support to the Payroll team with data entry for Phone Reimbursement Program stipend and related inquiries.
• Responsible for the completion of tickets, calls, email responses and/or escalations in FootPrints software workspaces. Routes tasks to the appropriate person/department to resolve if it is outside of the HRSC scope.
• Monitors OMS (Onboarding Management System) errors are addressed daily. Occasionally performs extensive research and collaboration with applicable departments, including the Field HR and Operations teams to bring errors to resolution.
• SME for Taleo Onboarding and HireRight systems and acts as a liaison with TMS and Contact Center Teams to provide functional support for HR Service Center deliverables.
• Assumes additional responsibilities as assigned.
  

EDUCATION:

• High school diploma/GED equivalent or equivalent work experience

EXPERIENCE:

• 2 years of Human Resources administration work experience preferred
• Experience in handling multiple administrative task
• Establish and maintain an effective working relationship with management, vendors and co-workers and foster a team environment

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledgeable in Human Resources Information Systems
• Skilled in equitable problem resolution and improved working relationships
• Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable)
• Proficiency in JD Edwards (as applicable)
• Ability to communicate well with the general public
• Elementary knowledge of practices and procedures in a particular field of specialization in the execution of assigned duties and responsibilities
• Elementary understanding of departmental structure and policies of Whataburger Restaurants LLC