HR Service Center Representative

Brown University Health; United States; On-site; USD 32,000 - 53,000; Full time

Job summary

Brown University Health is seeking an HR Service Center Representative to act as the frontline for employee inquiries. You will guide individuals through HR processes, assist with onboarding and benefits enrollment, and maintain thorough records in the HRIS system.

You will model the organization’s values of Compassion, Accountability, Respect, and Excellence while delivering prompt, courteous, and confidential service to staff and managers in a fast-paced environment.

Qualifications

• Demonstrated experience in customer service, with HR exposure preferred.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality and handle sensitive data.

Responsibilities

• Address employee questions on HR policies, benefits, and employment matters.
• Support HRIS transactions and guide managers to resources.
• Assist with onboarding, benefits enrollment, and updating information.
• Resolve payroll, benefits or policy issues promptly and professionally.
• Use case management tools to document interactions and resolutions.

Skills

Customer service

HR experience

Communication

Confidentiality

MS Office 365

HR policies

Attention to detail

Education

Associate degree

Tools

HRIS

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:

EDUCATION: Associate degree or equivalent experience required. EXPERIENCE: 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

Pay Range:
$23.11-$38.16

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.

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