Customer Service Representative

Rividium•Alexandria, VA

About The Position

RiVidium Inc. is seeking a Customer Service Representative to serve as the point of contact for ECC line inquiries. This role involves addressing customer questions regarding leave and pay using systems like NFC, HR Connect, and the automated time and attendance system (WebTA/Paycheck8). Responsibilities include researching inquiries based on agency guidance, educating customers on accessing information, and handling general compensation and benefits inquiries. The representative will also route complex cases to appropriate contacts, process forms, and make employees aware of self-service options. Additionally, the role involves completing verification forms for employment, salary, wage, professional liability insurance reimbursement, and public service loan forgiveness, as well as processing voluntary employee organization memberships and responding to payroll-related questions.

Requirements

Associate's degree or BA/BS degree in Human Resources, Business, or a related field, or equivalent experience.

Nice To Haves

Ability to process voluntary employee organization (VEO) memberships.
Ability to handle general compensation and benefits and other human resources questions.
Knowledge of federal government rules, regulations, processes, and procedures.
Knowledge of HR Connect, Employee Personal Page (EPP), and other federal government systems.

Responsibilities

Serve as the point of contact for ECC line inquiries, addressing questions related to leave and pay using NFC, HR Connect, and WebTA/Paycheck8.
Research inquiries using agency guidance, internal websites, policy documents, and careers websites, and apply this information to respond thoroughly.
Educate customers on how to find information on the agency's intranet.
Handle general compensation and benefits inquiries, as well as other OHR-related questions (e.g., biweekly pay dates, life insurance resources, health benefits election, EPP/eOPF/HR Connect access).
Route unusual or complex customer inquiries (e.g., employee 'spay, unexplained salary deductions, retroactive benefit changes) to the appropriate OHR designated Points of Contact.
Forward inquiries to BB or CB Specialists within 1 business day for non-routine, complex cases (e.g., belated benefits enrollments, urgent pay issues, same-day separation clearance).
Receive payroll, benefits, and personnel forms and forward them to the appropriate CBD contractor within 1 business day.
Print and provide employees' Wage and Tax Statement (W-2) and LES from the NFC Reporting Center via email and mail within 1 business day upon request.
Deliver, scan, and forward OHR/CBD internal mail at least once daily (NLT 4:00 pm) and validate through a manifest.
Inform employees about the use of automated self-service options: EPP (for address changes, direct deposit, allotments, tax updates, W-2s, LES), HR Connect (for name changes, address changes, separations), e-OPF (for service history, SF-50s), and the agency intranet.
Complete an average of 30-45 Employment and Salary and Wage Verification forms per month within 2 business days of receipt.
Complete an average of 15-20 Professional Liability Insurance Reimbursement requests within 2 business days of receipt, including updating the internal tracking system.
Complete an average of 15-25 Public Service Loan Forgiveness forms per month within 2 business days of receipt.
Receive an average of 10 OPM Investigation forms, complete applicable fields, and route requests to ERD for completion within 1 business day of receipt.
Process Voluntary Employee Organization (VEO) memberships/deductions requests in NFC (average 415 requests per fiscal year).
Respond to customer inquiries using applicable Sops, Quick Reference Guides (QRGs), USPTO policies, and union agreements.
Answer routine questions related to payroll processing, such as processing timelines and deduction inquiries.