Associate, HR Ops Contact Center

Travelers • Saint Paul, MN

11d

About The Position

The Employee Services Unit (ESU) is a global HR Shared Services center that provides customer support, program design and operational excellence across a diverse spectrum of HR domains: Benefits, Contact Center, Leave of Absence, Learning, Onboarding, Payroll, Staffing, Talent Management, Work Arrangement, and Workforce Data Management. The ESU is a foundational component of the Travelers HR operating model supporting the United States, Canada, United Kingdom, Ireland and various subsidiaries.

As a part of the Contact Center, the Associate, HR Operations, gains an understanding and knowledge of Travelers HR policies and practices. Serves as the primary contact for HR related questions from current and past employees in addition to internal and external customers. Supports questions spanning all areas of HR including but not limited to payroll, time tracking, benefits, leaves of absence, compensation, performance management, pension & staffing. Contacts channels this role supports may include phone, email, self-service and chat. New associates spend the majority of their day handling inbound calls, while also managing email, chat, and self-service requests, with the role evolving as tenure increases. This position is a trainee role. Complete training for consideration of advancement to the next level.

Requirements

• High school degree or equivalent.

Nice To Haves

• Experience with Workday.
• Experience with Microsoft Word, Excel, PowerPoint, and Outlook.
• Customer service oriented, verbal and written communication skills, results driven, excellent organization, and prioritization skills.
• Bachelor’s Degree in Human Resources or related.
• 1 year of HR or equivalent customer service experience.

Responsibilities

• Understands and applies concepts of HR policies, practices, and technology to effectively provide guidance and resolutions to internal and external customers.
• Answer inbound calls, emails and chats from our customers (current employees, retirees and job candidates) regarding payroll, time tracking, benefits, leaves of absence, compensation, performance management, pension, staffing and other miscellaneous HR questions.
• Responsible for routine data entry and case support.
• Handles various customer transactions to ensure timely and accurate results (i.e. paycheck, benefits, and HR data).
• Researches, analyzes and resolves issues utilizing various HR technologies and internal reference materials.
• Tracks all inquiries and escalates to other areas across HR to provide resolution as needed.
• Maintains accurate documentation of all questions/concerns from internal and external customers.
• Understands and follows all policies and procedures.
• Perform other duties as assigned.

Benefits

• Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED