Human Resource Service Center Analyst
Alameda, California | Healthcare Industry
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We are seeking a HR Service Center Analyst for a very important client
Responds professionally with accuracy and in a timely manner to new hire changes, employee requests for information and changes by processing moderate to complex Human Resources transactions pertaining to employee pay, new hires, termination’s and personal status changes according to established policies and procedures, collective bargaining agreements and laws.
Enters processes and retrieves employee data utilizing a Windows-based Human Resources systems to make employee changes and obtain information requested by employees.
Responds to escalated employee calls and inquiries referred by HR Representatives and other HR Service Center employees. Resolves ongoing, moderate to complex HR related issues and tracks employee data utilizing Human Resources information systems and call center systems including on-line mainframes information.
Conducts case management as required to meet employees’ needs. May handle incoming employee calls as needed.
Collaborates with Quality Assurance, Training and Team Management to modify transaction procedures as needed and provide one-on-one training for HR Representatives and other HR Service Center employees.
Under limited supervision, processes moderate to complex Human Resources transactions related to employee changes and new hire information within a single area of specialty in one of the following Human Resources programs: pay, benefits including retirement, leaves of absences, disability and worker’s compensation. Acts as a resource to Human Resources Representatives and other service center team members.
-At the National Human Resources Services Center (NHRSC), under direct supervision, processes routine Human Resources employee job or benefit related transactions that result from various job events including but not limited to information changes such as new hires, pay, transfers, leaves of absences, disability, worker’s compensation, and benefits according to established policies and procedures, collective bargaining agreements and laws.
-Acts as a resource to NHRSC Liaisons, Management, and other service center team members. Responds professionally, accurately and timely to employee requests for information and changes by processing routine Human Resources transactions.
-Retrieves, enters, and processes routine employee related data utilizing Windows-based Human Resources information systems.
-Make outbound calls to transaction initiators and may require handling of incoming employee and manager calls as needed.
In addition to the job description please provide the following information: Top 3–5 Daily Responsibilities: 1. Prepare Leave Request Case 2. Determine FMLA and/or State Leave Law eligibility 3. Send FMLA communication to employee, manager and/or business partner
The ideal candidate will possess the following skills:
High school diploma or equivalent required. Advanced reading skills and basic math skills required. Bachelor’s degree or some college level course-work preferred.
Strong customer orientation.
Ability to process transactions w/in 95% accuracy rate as measured by internal quality assurance performance measures.
Demonstrated ability to type at least 45 words or keystrokes per minute while interacting with customers on the telephone.
Demonstrated experience navigating Windows-based Human Resources information systems required.
Ability to effectively interact with all levels within an organization required.
Attention to detail, accuracy and quality required.
Excellent interpersonal, verbal and written communication skills with a customer service focus required.
Ability to identify root cause and conduct analysis required.
Ability to work independently under limited supervision as prescribed by established HR Service Center guidelines and procedures.
Ability to adopt new work procedures as needed and actively participate in training and quality assurance initiatives.
Must adhere to company confidentiality rules, requirements & guidelines.
Must be able to work in a Labor / Management Partnership environment.
Experience with PeopleSoft 8.8 preferred.
Proficiency in Lotus Notes or MS Outlook, Microsoft Word, Excel and PowerPoint preferred
Basic Qualifications: Additional Requirements:
-General content knowledge in one or more of the following areas: payroll, benefits, worker’s compensation, leaves of absences, union guidelines and/or general HR knowledge.
-Ability to prioritize, problem-solve and apply critical thinking skills.
-Applies acquired job skills and company policies and procedures to complete assigned tasks.
-Demonstrated ability to effectively navigate multiple HR systems; strong keyboarding skills required. Attention to detail, accuracy and quality.
-Knowledge of company benefits, pay, and leaves plans.
-Must be able to work in a Labor / Management Partnership environment.
-Associate’s degree in related coursework, OR two (2) years of experience in a directly related field helpful.
Additional Job Details
Top 3–5 Required Skills: 1. Ability to work independently under limited supervision 2. Ability to prioritize, problem-solve and apply critical thinking skill 3. Effectively navigate multiple HR Systems; strong keyboarding skills with attention to detail, accuracy and quality. 4. Ability to adopt new work procedures as needed 5. Strong interpersonal, verbal and written communication skills with customer service focus
Desired Skills: 1. Knowledge of company benefits, pay and leave plans 2. Experience navigating Windows-based Human Resources Information System (HRIS); such as PeopleSoft 8.8–9.1 3. Ability to identify root cause and conduct analysis
Soft Skills: 1. Ability to collaborate with others 2. Ability to learn from mistakes (i.e. lessons learned) 3. Clear communicator