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Specialist

Summary

What you'll do

• Provide excellent customer service in response to elevated and complex P&C inquiries from employees, P&C business partners and managers via multiple intake methods such as email, chat, phone or ticketing systems
• Resolve inquiries accurately and timely by accessing knowledge guides and information in multiple HR systems.
• Utilize a case tool for capturing all inquiries, customer information, case data, updates as well as communicating the resolution to requestor or escalating more complex issues to appropriate team.
• Has acute knowledge gained from operating within a P&C Tier 1 customer care environment across local benefits, talent acquisition & Workday data maintenances processes and policies
• Perform employee data maintenance directly including mass EIB loads into the Workday system and provide business process data mapping validation
• Act as an escalation point for Tier 1 and Utilize the case tool for capturing all inquiries, customer information, case data, updates as well as communicating the resolution to requestor
• Perform deep benefit administration transactions and processes, consult with employees on health, welfare inquiries, engage internal stakeholders such as payroll for accurate payroll deduction processing and work with third-party vendors or government agencies to ensure compliance
• Handle executive requests, elevated inquiries and employee escalations timely and accurately.
• Support recruiters, candidates directly and perform all recruiting administration scope of service transactions
• Effectively communicate HR policies and programs while listening and explaining sophisticated subjects.
• Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)

What we're looking for

• achelor’s Degree in IT, Business or related field or equivalent work experience
• 2-4 years prior experience working in a P&C or HR contact center/Shared Service or operations environment supporting inquiries and transactions across multiple HR or P&C functions such as benefits, employee data maintenance, recruiting
• 2-4 years of Workday HCM, EIB mass load experience and reporting experience
• A genuine interest in working within a HR or People & Culture operations team
• A passion for excellent customer service, adaptable & flexible
• Excellent verbal and written communications in English
• Ability to multitask and work effectively and efficiently, delivering high-quality work in a fast paced, changing work environment
• Ability to comply with handling sensitive and confidential employee data
• Works under general direction; must be able to work independently

Ability to utilize knowledge guide materials in performing research and answering inquiries

Travel Expectations