HR Solution Center Representative, Tier 1

UMass Memorial Health • Worcester, MA

2d • $20 - $36

About The Position

The Tier One HR Solution Center Representative is responsible for answering inbound employee inquiries across all HR functions, owning the resolution of tier 1 employee and manager inquiries through case management. At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Requirements

• High school diploma or equivalent.
• High degree of integrity and ability to maintain strict confidentiality.
• Ability to multitask and work under pressure while maintaining a professional attitude.
• Ability to adapt quickly to change with new processes and procedures.
• Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.
• Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary.
• Ability to understand and execute HR procedures and policies.
• Must be organized with strong attention to detail.
• Requires the ability to work independently, make decisions and edit work of others.
• Ability to multi-task without losing speed or accuracy.
• Ability to resolve identified discrepancies.
• 6 months-1 year experience in a customer service role.

Nice To Haves

• Experience in an HR support role.
• Working knowledge of state and federal employment laws.
• Functional knowledge of Workday.

Responsibilities

• First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies. Must have general knowledge of HR policies and procedures for quick responses to caregivers.
• Educate and promote the use of self-service tools and technology to help drive self-service utilization.
• Monitors case load volumes, answers questions, research information, and assists with problem resolution within Service Level Agreements (SLAs) as part of HR case management through phone and self-service.
• Demonstrate outstanding problem-solving skills to resolve inquiries, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
• Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service.
• Processes HR system tasks and provide system information and guidance to associates.
• Ensure data accuracy within the HR systems.
• Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.
• Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.
• Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.
• All other duties as assigned.

Benefits

• This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED