Employee Service Center Coordinator
About The Position
The Employee Service Center (ESC) Coordinator serves as a primary point of contact for employees, managers, and HR stakeholders, providing professional, timely, and accurate support for a broad range of human resources inquiries and transactions. The coordinator delivers a high-quality customer service experience while ensuring compliance with company policies, maintaining data integrity, and supporting efficient HR operations. The role is based at 626 Washington Place, Pittsburgh, Pennsylvania, 15219, and is part of the HR Operations business unit. It reports to the Manager of Human Resources Operations and Service Delivery. The position also carries responsibility for understanding, reporting, responding to, managing, and monitoring business risks in accordance with F.N.B. Corporation’s risk management program, and for complying with regulatory laws and company procedures.
Requirements
- High school diploma or GED.
- Excellent written and verbal communication skills.
- Excellent customer service skills.
- Excellent organizational, analytical, and interpersonal skills.
- Detail-oriented.
- Ability to work and multitask in a fast-paced environment.
- Intermediate-level Microsoft Word skills.
- Intermediate-level Microsoft Excel skills.
- Basic-level Microsoft PowerPoint skills.
- Must be legally authorized to work in the United States; employment-based visa sponsorship is not provided.
Responsibilities
- Serve as the primary point of contact for employees and managers seeking HR support through phone, email, ticketing systems, and other service channels.
- Provide accurate guidance on HR policies, procedures, programs, benefits, payroll, and employment-related processes, ensuring consistent application of company practices.
- Resolve routine employee inquiries independently and escalate complex matters to appropriate HR subject matter experts.
- Support HR transactions and employee data updates, maintaining accuracy, completeness, compliance, and data integrity in HR systems and records.
- Assist employees and managers with Workday navigation, self-service tools, transaction support, learning resources, and system access issues.
- Provide general support for employee benefits, payroll, training, wellness programs, open enrollment, and other HR service offerings.
- Process employment verifications and unemployment compensation claims.
- Support new-hire onboarding by providing information, answering questions, and helping ensure a positive onboarding experience.
- Manage cases using established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
- Maintain confidentiality and handle sensitive employee matters professionally and discreetly, in accordance with company policies and legal requirements.
- Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self-service resources, standardization, and continuous improvement initiatives.
- Compile and run monthly and quarterly operational dashboards to track ESC key performance indicators and provide actionable insights on inquiry trends.
- Perform other related duties and projects as assigned.
- Serve as a risk manager for the business by understanding, reporting, responding to, managing, and monitoring encountered risks as required by F.N.B. Corporation’s risk management program.
- Comply with regulatory laws and company procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
