Human Resources Advisor II

GuideWell•Jacksonville, FL

About The Position

The HR Advisor provides employees and managers with HR process information and guidance through incoming calls, emails, and chats. The role handles first-contact case resolution using the HR Knowledgebase and a general understanding of HR policies and programs, with support spanning benefits, compensation, employee relations, employee and manager self-service, enterprise learning, performance management, and staffing. The advisor manages incoming inquiries, triages calls, and opens and manages cases requiring additional research or expertise. The position also performs HR administrative support and transactions in HR systems, including entering position and compensation data, maintaining employee files and records, and supporting processes such as candidate expenses and tuition assistance. Additional duties include benefits and onboarding support, organizing wellness and vaccine clinics, tracking participation metrics, and contributing to process improvement and special projects.

Requirements

At least 4 years of related work experience, including 1–2 years in human resources or related functional or generalist experience; related experience may include human resources or customer service.
High school diploma or GED.
Working knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Strong interpersonal, verbal (phone), and written communication skills, and active listening skills for handling a volume of inbound employee inquiries.
Ability to demonstrate poise, tact, and diplomacy.
Ability to travel occasionally.

Nice To Haves

Knowledge of HR policies and procedures.
Knowledge of HR systems.
Associate or bachelor’s degree in a related field.
HR certification, such as PHR or SHRM.
Experience with HRIS systems such as PeopleSoft or Oracle, Taleo, Skillsoft, or SuccessFactors.
Prior experience in multiple HR functional areas, such as staffing, compensation, or benefits.

Responsibilities

Provide employees with HR information, policy explanations, and self-service navigation support across the Guidewell companies.
Receive and assess HR inquiries submitted through case management, telephone, chat, or email; determine the appropriate resolution method and triage issues based on urgency and subject.
Use the knowledgebase and general HR knowledge to resolve issues, provide counsel, and determine when escalation is appropriate.
Deliver employee service that meets service-level expectations and business performance goals, coach callers on self-service, and follow up to confirm satisfaction and resolution.
Document inquiries and employee contact details in the case management tool; transfer cases to the next tier or direct callers to third-party vendors when appropriate.
Enter compensation and position data, including new-hire information, promotional increases, position updates, and related actions, into HR systems.
Create, update, purge, and maintain employee files; retrieve records for authorized requestors and follow records-management policy, including purging terminated employee files when appropriate.
Perform HR transactions, administrative work, and data entry while maintaining data and system integrity and supporting the integrity of employee records.
Monitor weekly and monthly reports, correct errors, or escalate them to HRIS.
Conduct benefits sessions for new-hire classes and ensure new hires, rehires, and transfers are enrolled accurately and on time.
Assist new hires with onboarding issues, including login issues and Token IDs.
Plan and promote annual biometric screening clinics across two Texas locations; track clinic participation and report wellness-program participation metrics, trends, and opportunities for improvement.
Partner with the pharmacy team to organize annual vaccine clinic sessions at convenient times and locations and track participation.
Collaborate with the team to improve and consistently execute key HR processes; provide feedback on employee issues and the knowledgebase.
Participate in scheduled and ad hoc training to improve policy and process knowledge.
Identify and report call or product trends to the HR Solutions Center Manager.
Support mass-mail initiatives, open enrollment, and assigned special projects.
Travel occasionally to multiple work locations for meetings, events, or conferences.