The HR Specialist will perform the day-to-day functions of the HR Services Center. Responsibilities will include working in a Case Management application. This position will process various HR transactions related to the areas of Benefits HR Systems and Human Resources and provide frontline support for employees retirees people leaders and HR related departments.
Primary Activities and Responsibilities
Respond to employee’s inquiries through phone support email correspondence and case management in a timely and accurate manner. Areas of inquiry include benefits enrollment benefit administration relocation HR system support and HR policies
Resolve simple to complex employee issues concerns and questions. Research requests via internal Frequently Asked Questions (FAQ) documents Knowledge Articles Human Resources (HR) Systems HR Portal and Employee Gateway intranet
Thoroughly document all requests and issues in Case Management System and escalate cases as appropriate to process owners and/or the HR Services leader
Determine and provide recommendations and improvements to HR Services Center knowledge base of FAQ’s and Knowledge Articles
Coordinate with Payroll Labor Relations and HRBP business partners to communicate to employees accurately and timely
Ability to provide Tier 1 Support for Benefits and People Systems and Analytics Teams and knowledge of when/where to appropriately escalate
Provide support to HR Centers of Expertise
Miscellaneous activities and responsibilities as assigned by manager
Minimum Qualifications
High School Diploma/GED
1 or more years of experience in Business Human Resources Benefits Customer Service along with Case Management experience.
Preferred Qualifications
Bachelor’s Degree/4-year Degree
3 or more years of experience in Business Human Resources Benefits Customer Service or related field
Knowledge and Skills
Knowledge of Microsoft Office skills including Excel
Knowledge of data analytics and other data retrieval applications
Ability to proactively find opportunities and execute on those ideas to deliver efficiencies to the company
Knowledge of benefits concepts terminology and administration
Knowledge of HR concepts and terminology
Knowledge of Human Resource Information Systems (HRIS)
Strong interpersonal customer service orientation and verbal communication skills
Strong problem-solving and follow-through skills
Ability to successfully maneuver between varying tasks demands and priorities within a high volume environment
