HR Service Center Representative I

M&T Bank Corporation; Buffalo (NY); On-site; USD 28,309 - 47,182; Full time

Job summary

M&T Bank Corporation is looking for a qualified HR Service Center representative in Buffalo, NY. This role involves serving as the first point of contact for HR inquiries, assisting with payroll issues, and supporting employees with benefits plans.

Applicants should have an Associate’s degree in HR or related fields and at least one year of HR Service Center experience. The position offers competitive compensation ranging from $20.55–$34.25 per hour.

Qualifications

• Minimum 1 year HR Service Center or comparable setting experience.
• Proficient in personal computers and industry-specific software.
• Demonstrated proficiency in responding accurately and timely to various topics.

Responsibilities

• Serve as the first point of contact for HR inquiries.
• Resolve payroll related inquiries and discrepancies.
• Process verification documents for benefit compliance.

Skills

Verbal and written communication skills

Customer service skills

Problem-solving skills

Research and analytical skills

Education

Associate’s degree in Human Resources, Business Administration, or Communications

Bachelor’s degree in Human Resources, Business Administration, or Communications

Tools

Word processing software

Presentation software

Spreadsheet software

Job description

Overview

Provides Human Resources (HR) support to employees, former workers, and retirees. Responsible for partnership and collaboration with HR Centers of Excellence (COEs) when needed to work towards a resolution.

Primary Responsibilities

• Function as the first point of contact for HR‑related inquiries by receiving and responding to incoming telephone calls and ServiceNow tickets from employees, managers, former employees, and retirees in a timely and accurate manner.
• Complete outbound calls to employees, managers, former employees and retirees as necessary to obtain needed information to resolve customer issues.
• Assist employees and/or managers with the resolution of payroll related inquiries and discrepancies.
• Support employees and/or managers regarding HR policy and procedure inquiries.
• Provide support to employees and/or managers with transactions and processes in the HRIS system, including password resets, delegation, process review, annual event support, and general navigation.
• Assist employees and retirees with benefits and benefit plans 401(k), Employee Stock Purchase Plan, Pension, medical, dental, vision; support enrollment, answer all benefit–related questions, and act as a liaison between the employee and the Retirement and Health and Welfare providers.
• Process dependent verification documents to ensure eligibility and compliance with benefit plans as well as accuracy and completeness of employee‑related information.
• Process pension commencements and respond to related inquiries for retiring employees.
• Manage and track escalated cases prior to referring to subject‑matter experts within HR.
• Research complex requests requiring coordination with multiple departments to gain the information necessary to respond in a timely and accurate manner.
• Support employees with basic Leave of Absence questions.
• Understand and apply HIPAA knowledge to work.
• May begin to observe and/or present a portion of HR material during weekly new‑hire orientation.
• Understand and adhere to the company’s risk and regulatory standards, policies, and controls in accordance with the company’s risk appetite.
• Identify risk‑related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities

The HR Service Center provides employees, managers, former workers and retirees HR support to resolve HR‑related questions and issues. This position receives inbound calls, makes outbound calls, and responds to requests in the request platform. The position interacts, collaborates, and works with various departments within Human Resources and/or the bank to obtain information to resolve issues.

Supervisory/Managerial Responsibilities

No supervisory responsibilities.

Education and Experience Required

• Associate’s degree in Human Resources, Business Administration, or Communications AND a minimum of 1year HR Service Center or comparable setting experience; OR in lieu of a degree, a combined minimum of 3years higher education and/or work experience, including a minimum of 1year’s HR Service Center or comparable setting experience.
• Proficient in the use of personal computers including word processing, presentation, spreadsheet, and industry‑specific software.
• Proven verbal and written communication skills.
• Proven customer service skills.
• Demonstrated proficiency of quickly responding to a wide variety of topics in an accurate and timely fashion.
• Proven problem‑solving skills.

Education and Experience Preferred

• Bachelor’s degree in Human Resources, Business Administration, or Communications.
• Ability to defuse irate or emotional callers.
• Ability to consistently demonstrate courtesy, helpfulness, professionalism, empathy, and politeness to callers.
• Knowledge of company benefits, payroll, and compensation policies and procedures.
• Ability to maintain confidentiality of client issues.
• Strong consulting and influencing skills.
• Sound research and analytical skills.
• Proven decision‑making skills.

Pay

The pay range for this position is $20.55–$34.25 (USD).

EEO Statement

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

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