HR Service Center Consultant

Hancock Whitney Bank•Gulfport, MS

23d

About The Position

HR Service Center Consultants provide support for the Human Resources Service Center, which supports associates and management with a variety of Human Resources needs. This position enhances the associate experience by providing support and guidance to associates and managers on Human Resources policies, procedures, and initiatives, including but not limited to benefits, payroll, leave of absences, company policy, and performance management. This position provides consultation for HR inquiries by phone, chat, HR web portal or email.

Requirements

Bachelor’s Degree in Human Resources or related field
Two years related HR or call center experience and/or training
Equivalent combination of education and experience
Highly organized with ability to prioritize duties during periods of high volume and meet deadlines in a fast paced environment
Proven ability to follow existing processes with high attention to detail
Strong interpersonal and customer service skills and the ability to work well across teams
Strong verbal and written communication skills
Time management skills
Ability to work within a team and on own initiative
Proficient computer skills

Responsibilities

Provides consultation for HR inquiries by phone, chat, HR web portal, or email to ensure courteous resolution within the department’s service levels, key performance indicators, and adherence standards through
Reviews and interprets policies based on individual situations and advises associates and management on steps for resolution.
Takes ownership of complex cases and escalates to Sr. Consultants or subject matter experts as needed.
Maintains an advanced working knowledge of company and departmental policies and procedures.
Provides support to Senior Consultants with managing complex processes and cases.
Acts as a liaison between associates and managers with HR Business Partner Services, and other Centers of Expertise.
Manages COVID-19 process through providing guidance to associates and managers on quarantine recommendations, contact tracing, safety protocols, and screening associates for return to work eligibility.
Provides feedback and recommends process improvements to management.
Portrays a positive and professional image providing exceptional service to associates.
Performs all other duties and special projects as assigned.