People Shared Services Representative II, Payroll

J.B. Hunt•Lowell, AR

13d

About The Position

Under close supervision, this position is responsible for providing support to employees on more complex People department inquiries. The incumbent is the initial contact to provide further interpretation and guidance on policies, conducts employee transactions, and supports department technology enhancements. This position will be assigned to a function with opportunities to service different areas within the People Shared Services group.

Requirements

High School Diploma/GED with 1-2 years of experience in contact center, customer service, or related field, and/or military equivalent AND/OR Demonstration of the following skills and abilities through education, certifications, military, or other experiences:
Experience using computers and phones in a professional/office setting
Ability to accurately analyze situations and reach productive decisions based on informed judgment
Ability to act professionally, maintaining composure and confidentiality
Ability to follow established procedures
Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
Ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker
Ability to manage multiple priorities
Ability to work individually or as part of a team
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all interactions
Ability to learn new technologies related to the job
Ability to meet or exceed customer needs and expectations to provide excellent service
Ability to process information with high levels of accuracy
Proficient computer skills, including Microsoft Office suite (PowerPoint, Excel, Outlook, etc.)
Knowledge of approaches and techniques for recognizing, anticipating, and resolving problems
Ability to capture and document relevant business information in an auditable, organized, and easily retrievable manner
Ability to protect sensitive data to ensure privacy during the process of storage and communication

Nice To Haves

Spanish speaking or other multilingual capability

Responsibilities

Provide self-service guidance to employees related to the accuracy and completeness of personnel records; maintain a high level of data integrity and protection of personally identifiable information (PII) in systems
Research and provide personalized information and solutions to distinct incoming employee inquiries via phone calls, emails, and chats; inquiries may include, but are not limited to, benefit programs, payroll, People Department policies and procedures, and I-9 processing
Communicate and interpret complex policies and procedures; identify questions requiring further research and interpretation to escalate to appropriate teams
Ensure all paperwork and data received is processed accurately and in a timely manner
Meet acceptable standards of service center metrics, such as hold time, length of call, transfers, unavailable time, resolution and processing accuracy and timeliness
Maintain documentation of all transactions and assign to appropriate parties using the internal management tool
Perform complex processing and transactions as needed, including, but not limited to unemployment claims, advances, terminations, garnishments, pay plan maintenance, benefit programs, and data gathering for Legal and Compliance
Support department technology and application testing, implementations, and/or updates; execute periodic mass data changes
Perform additional administrative duties as the need arises