HR Contact Center Specialist

ABB•Cary, NC

22h•Hybrid

About The Position

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world. This Position reports to: Solutions Support Manager Your role and responsibilities: In this role, you will have the opportunity to perform day-to-day HR transactions for one or several assigned service lines or countries, while also managing complex and escalated tasks. Each day, you will ensure a high-quality customer experience by committing to complete, accurate and timely completion of HR transactions. You will also showcase your expertise by supporting the globally set standards for HR operations and ensuring that the respective business processes adhere to the local legal and regulatory requirements. The work model for the role is hybrid out of the Cary, NC office. (#LI-Hybrid)

Requirements

A relevant associate degree with two years of customer service/case management experience or an equivalent combination of experience and education.
1+ years minimum of Payroll and Benefits experience
1+ years minimum HR experience
Fluent in English, bilingual is a plus
Team player, optimistic, positive, and proactive in approach to work
Able to anticipate needs and is self-directed.
Capability to exercise critical thinking skills to investigate and resolve issues
Ability to adapt to changing environment and support of multiple requests.
Good verbal and written communication skills
HCM system experience required, SAP and/or Workday, Service-Now knowledge preferred
Candidate must be authorized to work for ABB in the US.

Responsibilities

Operational Services : Provide daily customer service via phone from 8:30am – 5:00pm EST M-F with prompt and professional responses to client and internal inquiries.
Strong knowledge of Benefits and Payroll to assist client inquiries.
Provide basic information/guidance related to policies and procedures, payroll, compensation, benefits, performance management, verification of employment etc. via phone (helpdesk), ticketing systems or emails.
Partner with Talent Acquisition, Compensation, Benefits, Payroll, Mobility and Employee Life Cycle teams in the US and PR.
Ensuring confidentiality and data protection, execution and delivery of information and services according to defined Service Level Agreement(s).
Customer Experience: Provide necessary research, problem solving and resolution support for clients.
Escalate more complex issues to management, as needed.
Foster a strong customer service culture in the team to ensure a quality service is delivered.
Record employee inquiries with an appropriate ticketing system.
Continuous Improvement: Identify and implement improvement ideas by challenging the status-quo (especially processes that are manual/repetitive).
Suggests enhancements, modifications, and refinements to online resources linked to our service offerings.
Contributes actively to the continuous enhancement of Knowledge base.
May be involved in training as per business needs

Benefits

Health, Life & Disability Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
Choice between two dental plan options: Core and Core Plus Vision benefit
Company paid life insurance (2X base pay)
Company paid AD&D (1X base pay)
Voluntary life and AD&D – 100% employee paid up to maximums
Short Term Disability – up to 26 weeks – Company paid
Long Term Disability – 60% of pay – Company paid.
Ability to “buy-up” to 66 2/3% of pay.
Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
Parental Leave – up to 6 weeks
Employee Assistance Program
Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
Employee discount program
Retirement 401k Savings Plan with Company Contributions
Employee Stock Acquisition Plan (ESAP)
ABB provides 11 paid holidays.
Vacation is provided based on years of service for hourly and non-exempt positions.