HR Service Delivery Consultant - Retirement

Wells Fargo Bank•Minneapolis, MN

6h•$75,000 - $114,000•Hybrid

About The Position

Wells Fargo is seeking an HR Service Delivery Consultant to join the dedicated team supporting employees through retirement planning and transition. This role will focus on delivering exceptional service, guiding employees through complex benefit and retirement decisions, and ensuring a smooth, informed experience during one of life’s most significant milestones. In this role, you will: Serve as a trusted resource for employees approaching retirement, providing personalized outreach and guidance through multiple touchpoints (phone, email, scheduled calls). Assist employees in understanding and navigating benefit options, including COBRA, Medicare enrollment, pension elections, and 401(k) rollover processes. Conduct proactive engagement, including pre-retirement check-ins and post-retirement follow-ups, ensuring employees feel supported and informed. Pull and analyze data from HR systems (Workday, ServiceNow) to prepare for consultations and track case progress. Collaborate with HR partners and stakeholders to resolve escalations and ensure compliance with regulatory requirements (ERISA, IRS, DOL, COBRA). Participate in process improvement initiatives, policy development, and best practice implementation for retirement services. Provide guidance to less experienced team members and contribute to building a scalable, high-quality retirement support program. Review, analyze, and consult on basic business, operational, or technical assignments or challenges that require research, evaluation, and selection of alternatives, and exercise independent judgment to guide medium risk deliverables.

Requirements

2+ years of Human Resources operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Experience with benefits administration, compensation, and retirement plan services.
Advanced Microsoft Excel skills (macros, mail mergers, etc.)
Proficiency in HR systems such as Workday and ServiceNow.
Ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.
Strong customer service skills with the ability to communicate clearly and empathetically across diverse employee populations.
Previous experience in a contact center or employee care environment, preferably supporting benefits and retirement inquiries.
Familiarity with regulatory requirements (ERISA, IRS, DOL, COBRA) and retirement plan administration.
Demonstrated ability to resolve complex inquiries and deliver exceptional service through multiple channels.
Process-oriented mindset with strong problem-solving skills and comfort working in gray areas while taking acceptable risks.
Ability to engage with employees at all levels, including senior executives, with professionalism and discretion.

Responsibilities

Serve as a trusted resource for employees approaching retirement, providing personalized outreach and guidance through multiple touchpoints (phone, email, scheduled calls).
Assist employees in understanding and navigating benefit options, including COBRA, Medicare enrollment, pension elections, and 401(k) rollover processes.
Conduct proactive engagement, including pre-retirement check-ins and post-retirement follow-ups, ensuring employees feel supported and informed.
Pull and analyze data from HR systems (Workday, ServiceNow) to prepare for consultations and track case progress.
Collaborate with HR partners and stakeholders to resolve escalations and ensure compliance with regulatory requirements (ERISA, IRS, DOL, COBRA).
Participate in process improvement initiatives, policy development, and best practice implementation for retirement services.
Provide guidance to less experienced team members and contribute to building a scalable, high-quality retirement support program.
Review, analyze, and consult on basic business, operational, or technical assignments or challenges that require research, evaluation, and selection of alternatives, and exercise independent judgment to guide medium risk deliverables.