Employee Service Center Coordinator

First National Bank Of Pennsylvania; Pittsburgh (Allegheny County); On-site; USD 42,000 - 66,000; Full time

Job summary

First National Bank Of Pennsylvania seeks an Employee Service Center Coordinator to support employees and managers with HR inquiries, benefits, payroll, and Workday navigation. You will handle inquiries via phone, email, and ticketing systems, ensuring accurate data and timely responses.

Reporting to the Manager of Human Resources Operations and Service Delivery, you will maintain data integrity, prepare dashboards, and contribute to process improvements while upholding confidentiality and

Qualifications

• Excellent communication skills, both written and verbal.
• Excellent customer service skills.
• Excellent organizational, analytical and interpersonal skills.
• Detail‑oriented.
• Ability to work and multi‑task in a fast paced environment.
• MS Word - Intermediate Level.
• MS Excel - Intermediate Level.
• MS PowerPoint - Basic Level.

Responsibilities

• Serve as the primary point of contact for employees and managers seeking HR support, responding to inquiries through phone, email, ticketing systems, and other service channels.
• Provide accurate information and guidance regarding HR policies, procedures, programs, benefits, payroll, and employment-related processes while ensuring consistent application of company practices.
• Resolve routine employee inquiries independently and elevate complex issues to appropriate HR subject matter experts when additional expertise or intervention is required.
• Support HR transactions and employee data updates, ensuring accuracy, completeness, compliance, and data integrity within HR systems and records.
• Assist employees and managers with Workday navigation, self‑service tools, transaction support, learning resources, and system access issues.
• Provide general support for employee benefits, payroll, training, wellness programs, open enrollment, and other HR service offerings. Processes employment verifications as well as unemployment compensation claims.
• Support new hire onboarding activities by providing information, answering questions, and ensuring a smooth and positive onboarding experience.
• Manage cases through established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
• Maintain confidentiality of employee information and handle sensitive matters with professionalism, discretion, and adherence to company policies and legal requirements.
• Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self‑service resources, standardization efforts, and continuous improvement initiatives. Compiles and runs, monthly and quarterly operational dashboards to track Employee Service Center key performance indicators (KPIs), delivering actionable insights on inquiry trends.

Skills

Communication

Customer service

Organizational skills

Analytical skills

Interpersonal skills

Detail‑oriented

Multitasking in fast paced environment

MS Word

Education

High School or GED

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Primary Office Location:

626 Washington Place. Pittsburgh, Pennsylvania. 15219.

Join our team. Make a difference - for us and for your future. Make a difference in the employee experience from day one. As an Employee Service Center (ESC) Coordinator, you'll be at the center of HR operations, serving as a trusted resource for employees and leaders by providing guidance, resolving inquiries, and supporting key HR processes. If you thrive in a fast-paced environment and enjoy helping others navigate challenges while driving operational excellence, we'd love to hear from you!

Position Title:

Employee Service Center Coordinator

Business Unit:

HR Operations

Reports to:

Manager of Human Resources Operations and Service Delivery

Position Overview:

The Employee Service Center (ESC) Coordinator serves as a primary point of contact for employees, managers, and HR stakeholders, providing professional, timely, and accurate support for a broad range of human resources inquiries and transactions. The coordinator delivers a high-quality customer service experience while ensuring compliance with company policies, maintaining data integrity, and supporting efficient HR operations.

Primary Responsibilities:

• Serve as the primary point of contact for employees and managers seeking HR support, responding to inquiries through phone, email, ticketing systems, and other service channels.
• Provide accurate information and guidance regarding HR policies, procedures, programs, benefits, payroll, and employment-related processes while ensuring consistent application of company practices.
• Resolve routine employee inquiries independently and elevate complex issues to appropriate HR subject matter experts when additional expertise or intervention is required.
• Support HR transactions and employee data updates, ensuring accuracy, completeness, compliance, and data integrity within HR systems and records.
• Assist employees and managers with Workday navigation, self‑service tools, transaction support, learning resources, and system access issues.
• Provide general support for employee benefits, payroll, training, wellness programs, open enrollment, and other HR service offerings. Processes employment verifications as well as unemployment compensation claims.
• Support new hire onboarding activities by providing information, answering questions, and ensuring a smooth and positive onboarding experience.
• Manage cases through established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
• Maintain confidentiality of employee information and handle sensitive matters with professionalism, discretion, and adherence to company policies and legal requirements.
• Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self‑service resources, standardization efforts, and continuous improvement initiatives. Compiles and runs, monthly and quarterly operational dashboards to track Employee Service Center key performance indicators (KPIs), delivering actionable insights on inquiry trends.
• Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

0

Skills Required to Perform the Primary Responsibilities of this Position:

• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Excellent organizational, analytical and interpersonal skills
• Detail‑oriented
• Ability to work and multi‑task in a fast paced environment
• MS Word - Intermediate Level
• MS Excel - Intermediate Level
• MS PowerPoint - Basic Level

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FN