Senior Employee Services Specialist

01460 Continental Casualty Company; Chicago (IL); Hybrid; USD 47,000 - 78,000; Full time

Job summary

CNA is seeking an experienced Employee Services professional to support employees and managers across the business. You will resolve HR inquiries, manage casework, and ensure lifecycle events are handled accurately and consistently.

You will provide Tier 2 support, partner with HR COEs, and work with cross-functional teams to deliver timely, practical service. This hybrid role emphasizes data integrity and proactive problem solving.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum of two years in Human Resources, HR Operations, Employee Services, Shared Services, or a customer service-focused environment.
• Experience with HR case management and Tier 2 support preferred.
• Experience using HR systems, preferably Workday and Dayforce, preferred.
• Experience in supporting Payroll, Benefits & Employee Lifecycle inquiries, preferred.

Responsibilities

• Serves as a case solver within the Employee Services Workday Help case management model.
• Provides Tier 2 enhanced support for escalated HR inquiries and complex matters.
• Administers employee master data and lifecycle changes in Workday HRIS.
• Ensures accurate, timely, compliant HR data processing with validations.
• Partners with HR stakeholders to resolve issues and support the employee experience.
• Contributes to process improvements and HR projects.
• Researches HR trends, prepares ad hoc reporting, and checks data integrity.
• Supports training and peer coaching to promote consistent processes.
• May perform additional duties as assigned.

Skills

HR operations

case management

employee service mindset

communication

problem solving

Education

Bachelor's degree or equivalent experience

Tools

Workday HRIS

Dayforce

AI-enabled tools

Job description

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. This role offers an opportunity to be at the center of the employee experience by supporting employees and managers across the business, resolving HR inquiries, managing casework, and helping ensure employee lifecycle events are handled accurately and consistently. As an experienced employee support resource, this role performs standard HR Shared Services functions, provides Tier 2 support for more complex or escalated matters, and partners closely with HR Centers of Excellence (COEs), HR stakeholders, and cross-functional teams to deliver timely, practical, and consistent service throughout the department.

JOB DESCRIPTION:

Essential Duties & Responsibilities

• Performs a combination of duties in accordance with departmental guidelines:
• Serves as a case solver within the Employee Services Workday Help case management model, researching, documenting, and resolving inquiries in alignment with service standards.
• Provides Tier 2 enhanced support for escalated HR inquiries, complex employee matters, and process exceptions, applying sound judgment and policy knowledge to determine resolution paths.
• Administers employee master data and processes employee lifecycle changes in Workday HRIS, including new hires, terminations, promotions, level changes, and transfers.
• Ensures accurate, timely, and compliant HR data processing by validating documentation, approvals, and system updates.
• Partners with HR stakeholders, business leaders, and cross-functional teams to resolve issues, assess needs, and support a consistent employee experience.
• Contributes to process improvement initiatives, standard operating procedures, and HR projects that enhance service delivery and operational effectiveness.
• Researches HR trends, prepares ad hoc reporting, and identifies data inconsistencies or opportunities for improved data integrity.
• Supports training, knowledge sharing, and peer coaching to promote consistent processes and team capability.
• May perform additional duties as assigned.

Skills, Knowledge & Abilities

• Strong HR operations, case management, and employee service mindset with the ability to resolve issues accurately and efficiently.
• Proficiency with HR systems and business applications, preferably Workday and Dayforce, with the ability to research, process, and troubleshoot transactions.
• Experience leveraging AI-enabled tools or capabilities to improve efficiency, enhance service delivery, and support data-informed HR operations.
• Strong critical thinking and problem-solving skills, including the ability to assess root cause, evaluate risk, and recommend practical solutions.
• Ability to serve as a trusted thought partner to stakeholders by asking effective questions, anticipating needs, and providing sound guidance.
• Working knowledge of HR policies, practices, procedures, and compliance expectations.
• Strong written and verbal communication skills with the ability to engage effectively across all levels.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Ability to handle confidential and sensitive information with discretion.

Education & Experience

• Bachelor's degree or equivalent experience.
• Minimum of two years of experience in Human Resources, HR Operations, Employee Services, Shared Services, or a customer service-focused environment.
• Experience with HR case management, Tier 2 support, employee data changes, or lifecycle transaction processing strongly preferred.
• Experience using HR systems, preferably Workday and Dayforce, preferred.
• Experience in supporting Payroll, Benefits & Employee Lifecycle inquiries, preferred.
• #LI-MR1 #LI-Hybrid

Salary and Benefits

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $47,000 to $78,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location.

CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [e-mail]

Company Culture and Values

At CNA, we are focused on success, individually and collectively. We pride ourselves on promoting a culture that challenges and engages people. We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect. Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business. These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success. Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work. At CNA, we are committed to advancing a culture of inclusion - one that attracts talent from all walks of life, fosters respect and collaboration, and enables all of our colleagues to do their best work. At CNA, we have a long standing commitment to the diverse communities in which we live and work. We actively make a difference for the greater good through partnerships, sustainability, initiatives, and working together for a better tomorrow. Corporate Social Responsibility is not one person, or one department, it's the entire enterprise coming together to make the world a better place.