HR Solution Center Representative, Tier 1

UMass Memorial Health; Worcester (MA); On-site; USD 28,000 - 50,000; Full time

Job summary

UMass Memorial Health in Worcester, MA seeks a Tier 1 HR Solution Center Representative to answer inbound employee inquiries across HR functions, manage cases, and uphold confidentiality.

You will promote self-service tools, maintain data accuracy, follow SLAs, and support processes from recruitment to retirement; strong communication and MS Excel skills are essential; 6 months to 1 year in customer service preferred, Workday knowledge a plus.

Qualifications

• High school diploma or equivalent required.
• 6 months to 1 year of customer service experience preferred.
• Experience in HR support and Workday is a plus.

Responsibilities

• 1. First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies.
• 2. Educate and promote the use of self-service tools and technology to help drive self-service utilization.
• 3. Monitors case load volumes, answers questions, research information, and assists with problem resolution within SLAs as part of HR case management through phone and self-service.
• 4. Demonstrate outstanding problem-solving skills to resolve inquires, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
• 5. Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service.
• 6. Processes HR system tasks and provide system information and guidance to associates.
• 7. Ensure data accuracy within the HR systems.
• 8. Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.
• 9. Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.
• 10. Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.
• 11. All other duties as assigned.

Skills

Integrity/Confidentiality

Multitasking

Adaptability

Communication

MS Excel

Analytical thinking

HR policies

Detail oriented

Independent decisions

Fast & accurate

Discrepancy resolution

Customer service

Education

High school diploma or equivalent

Tools

Workday

MS Excel

Job description

Exemption Status:

Non-Exempt

Hiring Range:

$20.18 - $36.32

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

8:30 am-5:30 pm

Shift:

1 - Day Shift, 10 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 6177 HR Solution Center

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The Tier One HR Solution Center Representative is responsible for answering inbound employee inquiries across all HR functions, owning the resolution of tier 1 employee and manager inquiries through case management.

Major Responsibilities:

1. First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies. Must have general knowledge of HR policies and procedures for quick responses to caregivers.

2. Educate and promote the use of self-service tools and technology to help drive self-service utilization.

3. Monitors case load volumes, answers questions, research information, and assists with problem resolution within Service Level Agreements (SLAs) as part of HR case management through phone and self-service.

4. Demonstrate outstanding problem-solving skills to resolve inquires, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.

5. Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service.

6. Processes HR system tasks and provide system information and guidance to associates.

7. Ensure data accuracy within the HR systems.

8. Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.

9. Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.

10. Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.

11. All other duties as assigned.

Position Qualifications:

Required:

1. High school diploma or equivalent.

Preferred:

1. -

Experience/Skill:

Required:

1. High degree of integrity and ability to maintain strict confidentiality.

2. Ability to multitask and work under pressure while maintaining a professional attitude.

3. Ability to adapt quickly to change with new processes and procedures.

4. Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.

5. Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.

6. Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary.

7. Ability to understand and execute HR procedures and policies.

8. Must be organized with strong attention to detail.

9. Requires the ability to work independently, make decisions and edit work of others.

10. Ability to multi-task without losing speed or accuracy.

11. Ability to resolve identified discrepancies.

12. 6 months-1 year experience in a customer service role.

Preferred:

1. Experience in an HR support role.

2. Working knowledge of state and federal employment laws.

3. Functional knowledge of Workday.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [e-mail]. We will make every effort to respond to your request for disability assistance as soon as possible.