HR Service Center Representative

Brown University Health; Town of Providence (NY); On-site; USD 48,000 - 79,000; Full time

Job summary

Brown University Health seeks an HR Service Center Representative to be the frontline help for employees with HR questions and issues in Providence. You will guide onboarding, benefits enrollment, and policy explanations while protecting confidentiality and upholding the organization’s values.

Responsibilities include processing HRIS transactions, resolving payroll concerns, and maintaining accurate records. Strong communication and discretion are essential for success in this role.

Qualifications

• Associate degree or equivalent experience.
• Customer service experience preferred.
• Strong written and verbal communication.
• Ability to maintain confidentiality.
• Proficiency with Microsoft Office 365.
• Experience with HR information systems preferred.

Responsibilities

• Address employee HR inquiries regarding policies, benefits, and employment matters.
• Support HRIS transactions and advise managers on inquiries.
• Guide employees on onboarding, benefits enrollment, and updating information.
• Resolve payroll, benefits, and workplace policy issues promptly.
• Use electronic case management to document interactions and resolutions.
• Educate employees on policies and self-service resources.
• Escalate cases to Tier 2 or Tier 3 when needed.
• Maintain high customer satisfaction and positive employee experience.
• Reference employee data in the HR information system.
• Perform other duties as assigned.

Skills

Customer service experience

Written and verbal communication

Critical thinking

Attention to detail

Confidentiality

Willingness to learn

Education

Associate degree or equivalent experience

Tools

Microsoft Office 365

Job description

SUMMARY

Reporting to the Program Manager, HR Service Center, the HR Service Center Representative serves as the frontline point of contact for employees seeking assistance with various HR-related inquiries and concerns. They provide high-quality customer service by addressing employee questions, resolving issues, and guiding individuals through HR processes and procedures. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences. Patient and Community Focus and Collaborate.

RESPONSIBILITIES

• Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters;
• support department managers with HRIS transactions and/or recommend resources to assist managers in answering employment-related inquiries.
• Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information.
• Resolve issues or conflicts related to payroll, benefits, workplace policies, or any other HR-related matters in a timely and satisfactory manner.
• Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes.
• Educate employees about company HR policies, procedures and programs, including any changes to the same; recommend self-service resources that employees can access easily.
• Assist employees with understanding and enrolling in various benefits programs such as health insurance, retirement plans, and wellness initiatives.
• Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies.
• Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 2) or a subject matter expert (Tier 3); clearly communicate expectations on next steps or response times to the employee.
• Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience.
• Use the HR information system to reference employee data or employment history.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• Associate degree or equivalent experience required.
• Demonstrated experience in customer service, with a preference for human resources experience.
• Relevant transferable skills and/or education may be considered.
• Strong written and verbal communication skills.
• Critical thinking skills.
• Attention to detail.
• Willingness to learn and grow professionally.
• Demonstrated proficiency with Microsoft Office 365 applications.
• Experience with HR information systems preferred.
• Demonstrated understanding of HR policies and practices (preferred).
• Ability to maintain a high degree of confidentiality.
• Proven success in dynamic settings.
• SUPERVISORY RESPONSIBILITY: None

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Pay Range

$23.11-$38.16

Location

Corporate Headquarters - 15 LaSalle Square Providence, Rhode Island 02903

Work Type

M-F 8:30am-5:00pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

No