Job Description

Job Summary :

HR Shared Services Tier 1 Advisors play a vital role in handling and resolving employee inquiries that are received via phone and email. The scope of work also covers navigational support for HR systems.

Job Responsibilities:

Accurately handles inquiries related to new hire, terminations, personal or job related enquiries using the case management tool.

Coordinate with Business Partners and team members to ensure accuracy of data prior to resolving enquiries.

Provide quality customer service in response to inquiries made via phone or e-mail from Employees, Internal Business Partners, as well as External Business Contacts.

Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries.

Research routine to complex questions and problems and provide appropriate responses or escalate as appropriate.

Appropriately identify and escalate inquiries that are high in complexity or require other attention to the appropriate unit.

Accurately logs-in all cases into the case management system.

Meet established Quality and Key Performance Metrics.

Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information.

Demonstrate the ability to work effectively in a team environment with general direction while providing support to peers.

Participates in continuous improvement workshops and projects.

Participate in other departmental responsibilities as assigned.

Qualifications

Job Requirements:

• Strong PC skills and the ability to work in fast paced environment
• Strong organizational skills.
• Strong analytical skills with attention to detail
• Strong problem solving skills.
• Strong written and oral communication skills
• Strong interpersonal and customer service skills
• Ability to follow strict policy guidelines and recognize situations requiring escalation
• Ability to navigate relevant applications
• Ability to follow standard procedures and scripts
• Diploma
• Experience in HR and shared services environment will be an added advantage.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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