Employee Service Center Coordinator

First National Bank Of Pennsylvania; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

First National Bank Of Pennsylvania is seeking an Employee Service Center (ESC) Coordinator to be the front line for HR inquiries in a fast-paced environment. You will guide employees and managers through HR policies, payroll, benefits, and Workday navigations, ensuring data integrity and a high quality service experience.

This role reports to the Manager of Human Resources Operations and Service Delivery and supports onboarding, compliance, and continuous process improvement.

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 escape 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.

Skills

Excellent communication

Customer service

Organizational skills

Analytical skills

Interpersonal skills

Detail-oriented

Multi-tasking

MS Word

MS Excel

MS PowerPoint

Education

High School or GED

Tools

Workday

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 escape 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. FNB provides all applicants and employees a discrimination and harassment free workplace. FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.

A culture of teamwork. A history of success. As a leading diversified financial services company, F.N.B. Corporation (FNB) offers a wide range of opportunities for individuals who want to grow their careers. The FNB team is a group of highly qualified professionals who work together to provide comprehensive financial solutions across our corporate footprint, which includes Pennsylvania, Ohio, Maryland, West Virginia, Virginia, North Carolina, and South Carolina. Our consistent recognition as a best place to work and top workplace by our own employees symbolizes the outstanding culture we represent.

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