HR Performance Center Representative

HR Performance Center Representative

The HR Performance Center Representative provides customer service support by responding to questions and performing benefits cycle processing and data updates (adding beneficiaries, processing payments, etc.). Answers questions around network tier exceptions. Follows standard forms, communications and processes. Responds with standard communication but also recognizes when something is not standard to escalate to SME accordingly. Understands regulations and regulation changes.

Experience, Education, Training, Special Skills, and Licensure:

3 years of HR Experience

High School Diploma

Customer Service:

1. Answers and responds to incoming phone calls in adherence with protocol and service standards. May respond to cases through case management software, web chat, etc. and make outbound calls as assigned
2. Provides assistance to managers and employees with time-sensitive requests, such as HRIS (Lawson) navigation, etc.
3. Provides first-level assistance to managers and employees with HRIS self-service tools
4. Assists employees and managers in all stages of the employee life cycle (onboarding, job changes, retirement, etc.), and able to provide reference to various company policies and procedures regarding a variety of situations.

Department Support:

1. Initiates contact or makes referrals to the appropriate resource for situations that require specific attention or on behalf of other HR Centers of Excellence (CoE).
2. Investigates, and resolves first level Human Resources and benefits issues. Successfully prioritizes and resolves issues to ensure consistent internal and external customer satisfaction. Ensures that decisions are finalized and communicated within the time frame designated in the plan document or policy if applicable.
3. Maintains accurate and timely documentation and recordkeeping related to human resource and benefit activities in the designated database(s) and in adherence with human resource and benefit policies and applicable regulations.
4. Participates in and share expertise during team meetings and training sessions.

Other Duties as Assigned:

1. Assist with HR projects as assigned