•Under general supervision, responds to basic and moderately complex eligibility and enrolment inquiries about employee benefit programs, including but not limited to; medical, dental, vision, retirement, 401k, tuition reimbursement, Medigap, death case processing, unemployment, qualified medical child support orders life, health, and disability insurance, medical/dependent care spending accounts, and standard HR policies and procedures (i.e. vacation, severance Update HRIS systems () with all data entry requests, focusing on efficiency and quality processing
•Resolve (and document) simple to moderately complex issues submitted by employee via email, mail, and fax in a timely manner, and escalates more complex issues as appropriate to appropriate HR functional areas or HR Business Partners, effectively communicating with managers and employees.
•Contribute to the development and build out of HR Self Service tools for employees, managers and HR Business Partners.
•Maintain and monitor case management tickets according to SLA’s
•Handles routine processes for onboarding, offboarding and maintaining employee files.
•Inputting data into the appropriate systems. consult with Subject Matter experts or appropriate Manager on forms that are incomplete or contain conflicting information
•Answer incoming calls to the HR Operations center, trouble-shoot, research and resolve issues related to Retirement Benefits, payroll and benefit services.
•Monitor and respond to HR Operations Inbox
•Assist on projects when assigned
•High School Diploma required, college degree preferable but not required
•2-3 years of experience inbound call center experience required. Call center experience involving technology (i.e. case management software, telephony, data entry experience)
•Broad knowledge of HR policies payroll processes and benefits administration as well as related federal and state regulatory requirements.
•Customer Focus Skills: Proposes ideas and alternatives to resolve issues, responds in a positive manner to questions; employs courtesy and tact in all customer exchanges
•Demonstrates ability to handle high volume calls while meeting customer service level expectations
•Strong verbal and written communication skills: demonstrated ability to correspond in a professional manner
•Strong organizational skills and attention to detail.
•Bilingual (English/Spanish) a plus