Human Resources Advisor II

GuideWell•Irving, TX

About The Position

The HR Advisor provides employees and managers with HR process information and guidance by answering incoming calls, emails, and chats. The role resolves inquiries at first contact when possible using the HR Knowledgebase and general knowledge of HR policies and programs. Support covers 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 transactions, including entering position data and handling candidate expenses, tuition assistance, and other administrative processes. The advisor provides HR information and self-service navigation, assesses inquiries, determines urgency and the appropriate resolution path, documents and routes cases, coaches employees in self-service, and follows up to support satisfaction and resolution. Administrative responsibilities include entering compensation and position data, maintaining employee files and records, completing data entry, and protecting data integrity. Benefits and compliance support includes reviewing reports, assisting with enrollment and onboarding, conducting new-hire benefits sessions, and organizing and tracking wellness and vaccine clinics across two Texas locations. The advisor also contributes to process improvement, training, trend reporting, mass mail initiatives, open enrollment, and special projects. The role requires occasional travel to multiple locations. The work is classified as sedentary, with occasional exertion of up to 10 pounds of force. The employer states that it is an equal employment opportunity employer committed to an inclusive work experience.

Requirements

At least 4 years of related work experience, including 1–2 years in Human Resources or related functional or generalist experience; the remaining experience may be in human resources, customer service, or a related area.
High school diploma or GED.
Working knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Strong interpersonal, verbal, and written communication skills and active listening skills for handling a volume of inbound employee inquiries.
Demonstrated poise, tact, and diplomacy.
Ability to travel occasionally, including to multiple work locations for meetings, events, or conferences.

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 working 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

Answer incoming employee and manager inquiries by telephone, email, and chat, providing HR process information and guidance.
Assess and triage inquiries by issue and urgency, determine the appropriate resolution, and resolve cases at first contact when possible.
Use the HR Knowledgebase and general HR policy and program knowledge to resolve issues, provide counsel, and identify cases for escalation.
Deliver employee service in line with expected service levels and business performance goals.
Coach callers in the use of employee self-service tools.
Document inquiries, employee contact information, and interaction notes in the case management tool; transfer cases to another tier or direct callers to third-party vendors when appropriate.
Follow up with employees to support satisfaction and case resolution.
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 transactional, administrative, and data-entry work while maintaining data and system integrity and supporting the integrity of employee records and HR data.
Monitor weekly and monthly reports, correct errors, and escalate issues to HRIS as needed.
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 login issues and Token IDs.
Plan and promote annual biometric screening clinics at two Texas locations, track participation, and report wellness program participation metrics and trends.
Partner with the pharmacy team to organize annual vaccine clinic sessions and track clinic participation.
Collaborate with the team to improve and consistently execute 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 special projects as assigned.