Human Resources Advisor II

Florida Blue•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 general understanding of HR policies and programs. Support areas include benefits, compensation, employee relations, employee and manager self-service, enterprise learning, performance management, and staffing. The HR Advisor manages resolution of incoming calls, triages inquiries, 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 data and handling candidate expenses, tuition assistance, and other administrative processes. The role includes online employee support, offline HR data and records administration, benefits and compliance support, and participation in process improvement. It provides high-touch service, documents and follows up on cases, supports employee onboarding and benefits activities, and contributes to HR process consistency and improvement.

Requirements

At least 4 years of related work experience, including human resources, customer service, or related experience; 1–2 years of that experience must be in human resources or related functional or generalist experience.
High school diploma or GED.
Working knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Strong interpersonal, verbal (phone), and written communication skills, as well as active listening skills for handling a volume of inbound employee inquiries.
Poise, tact, and diplomacy are continually required.
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 relevant HR information, policy explanations, and self-service navigation support across Guidewell companies.
Receive HR inquiries through case management, telephone, chat, and email, assess the issue, and determine an appropriate resolution method.
Triage calls based on the inquiry, urgency, and specific issue.
Use the knowledgebase and general HR knowledge to resolve issues, provide counsel, or determine when escalation is appropriate.
Provide employee service that meets expected service levels and business performance goals.
Coach callers in the use of self-service tools.
Document inquiries in the case management tool, transfer cases to the next tier, or direct callers to third-party vendors when appropriate.
Follow up with employees to confirm satisfaction and case resolution.
Document employee contact information and notes about interactions.
Enter compensation and position data, including new-hire information, promotional increases, position updates, and related actions, into the HR system.
Create, update, purge, and maintain active employee files; retrieve records for authorized requestors; and ensure records-management policies are followed.
Perform transactional and administrative work and data entry while maintaining data and system integrity.
Support the integrity of employee records and HR data.
Monitor weekly and monthly reports, correct errors as needed, and escalate issues to HRIS when appropriate.
Conduct benefits sessions for new-hire classes.
Ensure new hires, rehires, and transfers are enrolled accurately and promptly.
Assist new hires with onboarding login issues and Token IDs.
Plan and promote annual biometric screening clinics across two Texas locations.
Track and report wellness program participation metrics and identify trends and improvement opportunities.
Partner with the pharmacy team to organize annual vaccine clinic sessions at convenient times and locations, and track clinic participation.
Provide additional support where needed.
Collaborate with the team to share ideas, ownership, and accountability for improving and consistently executing key HR processes.
Provide feedback on employee issues and the knowledgebase to help management improve tools.
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.