HR Service Center Senior Associate

POSITION SUMMARY:

The HR Service Center Senior Associate is responsible for providing and ensuring expertise and administrative support to employees and assisting with efficient and effective delivery of department inquiries. The position will also determine the escalation path after triaging the request and/or issue. The role is accountable for ensuring all transactions are completed accurately. The HR Service Center associate will interact directly with employees in a way that builds trust by providing accurate information and resolving issues. The virtual contact center agent must be able to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources effectively to find the right information and communicate effectively to the employee. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position.
The HR Service Center Senior Associate will support processes and systems to deliver a supportive and engaging experience throughout the employee’s lifecycle. The position will ensure the delivery of high touch experiences for moments that matter with excellence in execution and a passion for employee service.

Position: HR Service Center Senior Associate       

Department: Human Resources

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

In the undertaking of this position, the appointed HR Service Center Senior Associate will procure the following duties and responsibilities:

• Respond to and resolve employee requests in person, via e-mail and over the phone.
• Using established protocols and tiered escalation ensure response to issues and requests from HR, employees and managers.
• Support the implementation of the standardized policies and practices associated with HR Service Center to create departmental efficiencies and excellent customer service.
• Support the creation and deployment of the HR shared services strategy in partnership with HR Business Partners, HR Centers of Excellence and business stakeholders.
• Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement and ensure high service levels.
• Constantly seek and identify opportunities for improvement strategies with the goal of recognizing efficiencies and continuing streamline processes.
• Utilize hospital’s values and goals as the basis for decision making
• Create an atmosphere that imparts exemplary customer service
• Responds to benefits inquiries on plan provisions, benefits enrollments, status changes and other general inquiries.
• Assists employees regarding benefits claim issues and plan changes due to life events
• Assists with the on-boarding process, including assisting with benefit enrollment and conducting the benefits orientation
• Perform employee VOEs.
• Process tuition reimbursements per hospital policies.
• Respond to leave of absence inquiries while adhering to service levels and providing a Center of Excellence. Document inquiries, requests and escalate to Absence Management as needed.

OTHER DUTIES:

The above statements are intended to describe the nature and level of work performed.  They are not intended to be construed as an exhaustive list of all duties required. Other responsibilities may be assigned to other duties as required

JOB REQUIREMENTS

EDUCATION:

Bachelor's Degree or 2 years of relevant work experience

KNOWLEDGE AND SKILLS:

• Capacity to handle a high number of incoming requests, multitasking to ensure completion in a timely manner.
• Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team.
• Demonstrated proficiency in Microsoft Office platform—Word, Access, Excel, PowerPoint; E-mail. Web/Internet.  Ability and willingness to become proficient in Kronos, Workday and other HR related applications.
• Must be able to maintain high level or professionalism in dealings with end-users, colleagues and senior level management.

Equal Opportunity Employer/Disabled/Veterans