HR Customer Service Rep

Us Bank•Minneapolis, MN

1d•Hybrid

About The Position

The HR Customer Service Rep provides the first point of person-to-person, high-touch customer service to employees, retirees, managers, line-of-business HR teams, and external clients. The role responds to HR, payroll, and basic benefits inquiries from more than 70,000 employees in the United States and Canada. It uses multiple service channels and HR systems to research, resolve, document, and escalate inquiries while delivering courteous service and supporting improvements to HR services and processes. The position is based in Minneapolis, Minnesota. The first five weeks of training are fully onsite; after training, the role follows a hybrid schedule of three onsite days and two remote days. The work schedule is Monday through Friday, 9:00 AM to 5:30 PM CST. The assignment is a contract of at least three months, with a possible extension.

Requirements

Two-year college or post-secondary coursework in a related field, or applicable work experience.
Strong PC skills.
Established vocabulary of general HR terminology, including recruitment, payroll, and benefits.
Strong verbal and written communication skills.
Excellent interpersonal skills and a customer-service approach to problem solving.
Commitment to maintaining the highest level of confidentiality when handling personal, compensation, and benefits information.

Nice To Haves

Experience working in Workday.
Bachelor's degree.
Three years of customer service experience.
One to three years of experience in HR administration, recruitment, payroll, or benefits.

Responsibilities

Respond to inquiries about administrative procedures and practices by phone, HR employee portal, chat, email, and other available channels.
Use the HR case management system to document inquiries and escalate cases according to established processes.
Educate employees about HR services and self-service tools, including the HR portal and other systems.
Research and resolve inquiries within defined service levels.
Handle multiple issues at once and prioritize requests according to urgency.
Ask questions to identify the root cause of an issue and provide an accurate resolution or appropriate escalation.
Accurately document inquiries and the answers provided.
Use multiple online systems and data sources to research and resolve inquiries.
Work independently on routine tasks.
Contribute to delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction and achieve results.
Use HR systems including Workday and the Employee Portal, including Self Service, Knowledge Base, and Case Management.
Maintain working knowledge of company policies, procedures, government regulations, and commonly accepted business ethics.