HR Services Rep,Sr

The University of New Mexico; Albuquerque (NM); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Educational benefits

Job summary

The University of New Mexico is seeking a highly skilled Senior HR Service Center Representative. This role is critical in providing front-line HR support and serves as a primary point of contact for various HR-related inquiries. Ideal candidates will have 4+ years of HR experience in a fast‑paced environment and possess strong customer service skills.

The position offers a comprehensive benefits package including medical, dental, vision, educational benefits, and more. Candidates must be able to pass a pre-employment background check, demonstrating their qualifications and commitment to excellence.

Qualifications

• 4+ years of experience related to HR service center duties.
• Ability to handle sensitive information and resolve complex issues independently.
• Experience in benefits administration and talent acquisition processes.

Responsibilities

• Serve as primary contact for HR inquiries via multiple channels.
• Provide guidance on benefits, payroll, and employment policies.
• Track and manage HR inquiries ensuring service-level standards.

Skills

Bilingual (English/Spanish)

Customer service

Communication skills

Organizational skills

Education

High school diploma or GED

Tools

HRIS systems (like Banner)

Electronic records management

Customer service ticketing systems

Job description

HR Services Rep, Sr

Seeking Excellence in Service

The University of New Mexico is seeking a highly skilled and service‑oriented Senior HR Service Center Representative to join the Division of Human Resources. This role is ideal for an HR professional who thrives in a fast‑paced, mission‑driven environment and is committed to delivering exceptional customer service. The position plays a critical role in supporting employees, applicants, retirees, and the broader campus community.

The Senior HR Service Center Representative provides high‑level, front‑line human resources support and serves as a primary point of contact for HR‑related inquiries. This role exercises independent judgment, performs advanced service center responsibilities, and supports compliance with federal, state, and University policies. The Senior Representative builds upon foundational HR Service Center duties and assumes expanded responsibility, system access, and accountability, particularly in the areas of benefits and talent acquisition support.

Key Duties and Responsibilities

• Serve as the primary triage and resolution point for HR inquiries received via phone, email, electronic ticketing systems, and in‑person.
• Provide accurate, timely, and professional guidance on a broad range of HR topics, including benefits, payroll, talent acquisition, and general employment policies.
• Independently research, troubleshoot, and resolve complex or sensitive inquiries; appropriately escape issues requiring specialized expertise.
• Reduce escalations through effective assessment and resolution.
• Track, document, and manage inquiries using HR information systems and ticketing tools to ensure service‑level standards are met.
• Receive, review, and process personnel, employment, and benefits documentation for accuracy, completeness, and compliance.
• Maintain confidential employee and benefits records in accordance with HIPAA, records retention, and University standards.
• Generate correspondence, reports, and data summaries to support operational needs and audits.
• Participate in quality control, cross-training, and continuous improvement initiatives within the HR Service Center.

Conditions of Employment

• Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.
• Must pass a pre‑employment criminal background check.

Minimum Qualifications

High school diploma or GED; at least 4 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Preferred Qualifications

• Progressively responsible experience providing HR service center support within a higher education or large, complex organization.
• Demonstrated experience supporting employee benefits administration, including enrollment, leave, and dependent verification.
• Demonstrated experience supporting talent acquisition and onboarding processes, including document auditing and compliance.
• Working knowledge of HR policies, employment practices, and benefit programs.
• Experience using HRIS systems (such as Banner), electronic records management, and customer service ticketing systems.
• Proven ability to exercise sound judgment, handle sensitive information, and resolve complex issues independently.
• Exceptional customer service, communication, and organizational skills in a high‑volume environment.
• Bilingual (English/Spanish) preferred.

Benefits

This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. For more information, see the Benefits home page.

Background Check Requirements

The University of New Mexico requires all regular staff positions to successfully pass a pre‑employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, see the relevant University policies. Refer to the definition of Regular Staff for further guidance.

Legal Statements

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. For additional details, see the Veteran Preference Program webpage.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.