HR Associate

Hanover Insurance Group•Worcester, MA

4d•Hybrid

About The Position

The HR Associate works under the guidance of a manager and other HR functional experts to process and resolve standard and less complex employee and manager inquiries about a wide range of HR policies and programs. The role implements and executes day-to-day HR programs, policies, and practices, applies standard procedures to resolve inquiries, and escalates complex issues within the HR function. The associate uses the center’s tools and systems to respond appropriately to inquiries and may assist other team members as time allows. This is a full-time, non-exempt, hybrid role based in the Worcester, Massachusetts office, with two days per week in the office and three days working from home.

Requirements

1–3+ years of related experience in HR, a support function, or a customer service role.
Ability to communicate effectively, both verbally and in writing.
Strong organizational and prioritization skills.
Strong time-management and attention-to-detail skills.
Strong computer skills, including the ability to use company systems and programs effectively.
Strong working knowledge of Microsoft Suite.
Excellent customer service skills.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Handle standard and less complex employee and manager inquiries and requests, communicate resolutions, and update cases using case management tools.
Provide accurate, consistent, and timely responses to routine HR process, system, and policy requests that require limited research.
Conduct customer follow-up calls and additional research as needed.
Identify and resolve customer issues and anticipate future needs by explaining, suggesting, or providing relevant information.
Refer complex cases requiring interpretation to an appropriate Senior Associate, Advisor, Senior Consultant, or Center of Excellence representative.
Escalate and partner with HR Advisors and subject-matter experts on complex issues.
Use and, with guidance from Senior Associates, update knowledge base tools to provide consistent answers to customers.
Assist Senior Associates and HR Technology Specialists with maintaining knowledge-base FAQs, solutions, and troubleshooting guides.
Assist Senior Associates and the HR program manager with relocation, leave management, immigration, and severance processing.
Research, source, and screen candidates for high-volume, lower-complexity business unit positions.
Support the enterprise day-one and new-hire onboarding program.