HR Service Centre Representative (12 Month Contract)

Meridian Credit Union•Toronto, ON

4d•CA$46,400 - CA$69,600•Hybrid

About The Position

The HR Service Centre Representative plays a key role within Meridian’s HR Service Delivery model, providing first-level human support for employee inquiries that are not resolved through digital self-service tools, including the AskHR chatbot. Acting as the “human in the loop”, this role is responsible for triaging and resolving employee inquiries while ensuring a consistent, accurate, and positive employee experience. The role also supports operational excellence by processing employee lifecycle changes in the HRIS system, maintaining a high standard of data integrity, and ensuring alignment with internal controls, policies, and regulatory expectations.

Requirements

Working knowledge of case/ticket management systems, inquiry triage, and HRIS transaction processing across the employee lifecycle (e.g. hires, internal job changes, terminations, etc.)
Supported multiple HR functions such as Total Rewards, Talent in a service delivery environment.
Demonstrates the ability to meet service level agreement (SLA) metrics and manage competing priorities as well as maintain data integrity within an audit/risk framework.
Customer-focused with strong interpersonal skills.
Sound judgment to triage inquiries and manage escalation.
High attention to detail and accuracy in HR data/transactions.
2 or more years’ experience in HR Operations, HR Service Centre or HR administration.
Post-secondary education in Human Resources, Business Administration or a related field.
Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Nice To Haves

Preferred experience in a shared services or centralized HR model.
HR-related certification or progress toward certification (e.g., CHRP or equivalent).
Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.
Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Responsibilities

Provide first-level human support for employee inquiries unresolved through the chatbot or other self-service channels.
Respond to inquiries across all People & Culture functions including Total Rewards, Talent Acquisition, Talent Management, etc.
Accurately categorize, triage, and document all inquiries in the case management system, ensuring appropriate follow-through on escalated cases for reporting and audit purposes.
Review escalated AskHR inquiries, apply defined escalation criteria, and determine appropriate next steps, including Tier 2 or SME involvement with urgency for high-risk or compliance-sensitive issues.
Provide professional, empathetic service aligned with Meridian values.
Actively promote and guide employees to self-service tools where appropriate.
Meet determined service level agreements (SLAs) for response and resolution time.
Manage assigned case queues and prioritize workload.
Actively contribute to service performance metrics by tracking and monitoring volume, aging tickets as well as avoiding backlog.
Create SOPs for employee life cycle transactions as required.
Process all employee life cycle transactions in the HR System including new hires, job changes, leaves, transfers, compensation updates, terminations, etc.
Validate transaction inputs for accuracy and completeness.
Maintain high standards of data integrity and compliance.
Partner with Payroll, HR Leaders, CoEs and HR Business Partners teams as required.
Process all benefit enrolments, benefit updates including changes to coverage and adding/removing dependents, updates to beneficiaries, termination of coverage, extensions of benefits, overage dependents, etc.
Ensure all system transactions comply with internal controls and audit-readiness requirements.
Identify and flag potential compliance risks and policy breaches.
Analyze trends from employee inquiries, case data, and AI tool outputs (e.g., AskHR) to identify recurring issues, recommend improvements to knowledge content and workflows, and support ongoing optimization of HR service delivery.
Maintain a continual focus on process optimization with an accountability to discover, suggest and implement enhancements and/or process improvements.
Own continuous improvement of assigned processes by leveraging AI, automation, and HR technology tools to optimize employee lifecycle transactions, reduce repetitive manual work, and enhance overall service delivery effectiveness.
Leverage and contribute to the AskHR knowledge base to ensure consistent and accurate responses.
Identify gaps in SOPs and support Tier 0 & 1 updates.
Reconcile and process invoices for various People & Culture programs e.g. Benefits, Recognition.
Prepare Employment Verification letters for employees upon request.
Maintain cross-functional knowledge to support overall HR team.