Problem Resolution Associate

1US21 NorthgateArinso LLC; Round Rock (TX); On-site; USD 29,000 - 53,000; Full time

Job summary

Strada is hiring a Problem Resolution Associate for an on-site role in Round Rock, TX. You will deliver professional customer service across Benefits, Organizational Management, HR, Recruiting, Pay, and Time/Leave, resolving issues with empathy and accuracy.

You will research cases, clarify requirements, update records, and stay current on programs through ongoing training. Strong written and verbal communication and teamwork are essential.

Qualifications

• High School diploma or GED required.
• Must have excellent customer service and communication skills.
• Ability to multi-task and manage priorities in a structured environment.
• Strong written and spoken communication skills.
• Ability to collaborate in a team and work independently.

Responsibilities

• Provide professional, knowledgeable customer service with empathy.
• Research and manage cases to resolve issues as they arise.
• Clarify customer requirements and confirm understanding.
• Educate customers on solutions and available programs.
• Prepare and update customer/employee files accurately.
• Stay current on clients' programs through ongoing training.
• Use decision-support tools to answer questions when needed.
• Serve as Tier 1 contact for Benefits, Organizational Management, HR, Recruiting, Pay, and Time/Leave.
• Contribute to activities that improve customer satisfaction and business performance.

Skills

Customer service

Communication skills

Teamwork

Independent work

Organizational skills

Ethical standards

Education

High School diploma or GED

Job description

Our story Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in thirty-three countries, Strada partners with customers at every stage of their journey, to help drive their vision forward. It is why we are so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work. To learn more about us, visit stradaglobal.com

We are in the North Austin/Round Rock area. This is a 100% in-person, on-site position. We are seeking candidates who live within a reasonable commuting distance of our office and can reliably commute to the office each scheduled workday. Regular and reliable on-site attendance is an essential requirement of this position. Candidates must be able to consistently report to the office as scheduled. This is not a remote or hybrid position.

Job Role

As a Problem Resolution Associate, a typical day can include the following:

• Utilizing your people’s skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy.
• Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and manage this casework throughout shift.
• Clarifying customer requirements: probe for and confirm understanding of requirements and/or problems as the first contact resolution.
• Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Preparing and completing accurate work and updating customer/employee files in database, as authorized.
• Staying current on clients’ programs and services through on-going training provided by Strada and self-study.
• Occasionally using decision-support tools to answer complex questions, staying current on client’s programs and provisions through on-going training maintaining a broad knowledge of services.
• This role is the Tier 1 call center position for the various towers of service such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave.
• Participating in activities designed to improve customer satisfaction and business performance and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

Required Experience and Qualifications

• High School diploma or GED
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills.
• Ability to demonstrate excellent written and oral communication skills.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner.
• Ability to collaborate and work in a team environment, as well as work independently and make sound decisions.
• Flexibility to work any 8-hour shift between 7AM and 7PM M-F as well as extended hours, if necessary.

Preferred Experience

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services Benefits

Benefits

We offer programs and plans for a healthy mind, body, body, wallet, and life because it is important for our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education, and training as well as several voluntary benefits options.

Background Checks and Eligibility

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans, and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and holds religious beliefs, practices, and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary

Salary Pay Range Minimum - Maximum: $28,770.00 - $53,430.00 Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.

As pioneers in payroll, human capital and financial management solutions, we blend leading-edge technology with human ingenuity to keep you moving forward. Our team of over 8,000 experts bring decades of deep knowledge and experience to businesses across the globe helping them design and deliver at scale. Supporting over 1,400 customers across 33 countries, we embed ourselves at every stage of your journey, to help you drive your vision to value.