HR Services Specialist in Charlotte, North Carolina at AccruePartners

Date Posted: 7/30/2020

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance.

THE TEAM YOU WILL BE JOINING:

  • Fortune 100 Financial Services Company
  • 100-year history of dedication to customer satisfaction, success and growth
  • Tremendous growth and new business strategy leading to the need for new talent
  • Significant investments in cutting-edge technology

WHAT THEY OFFER YOU:

  • Culture: Excellent work environment that fosters collaboration
  • Growth: Ability to make an impact on the direction of the organization
  • Opportunity: Gain hands-on experience working with cutting-edge technology
  • Stability: Recent financial performance of the company has reported record profits

WHERE THE POSITION IS LOCATED:

  • Charlotte, NC

WHY THIS ROLE IS IMPORTANT:

  • The HR Services Specialist will be responsible for receiving and responding to HR related phone, email, and chat inquiries from employees and other HR Services customers.
  • The HR Services Specialist is the primary point of contact for employees regarding benefit programs, HRIS support, payroll and compensation inquires, HR portal navigation, and other human resources policy inquires as needed.
  • The role will be responsible for providing policy and plan information to employees in a timely, courteous, and professional manner.
  • The HR Services Specialist will liaise with Tier 2 and Centers of Expertise (COE) resources to resolve inquiries that require escalation.
  • The HR Services Specialist requires superior client service skills, close attention to detail, excellent communication, strong interpersonal skills, teamwork, and knowledge of HR and benefit programs.
  • Use procedures, policies, and Knowledge Management System to provide accurate and detailed information to employees regarding benefit programs, HRIS support, payroll and compensation inquires, HR portal navigation assistance, and other human resources policy inquires
  • Document all interactions with employees, Tier 2, COEs, and 3rd party vendors including topic of inquiry, summary of issue/problem and resolution in the Case Management System Research and escalate complex issues not closed at point of inquiry to Tier 2, COEs, and/or 3rd party vendors to obtain resolution and follow-up with the employee Follow all Standard Operating Procedures (SOPs) and adhere to all organizational and department specific policies, procedures and service level agreements (SLAs)
  • Notify Operational Excellence Manager of potential or continuous problems regarding inquiries and scenarios that have not been addressed in existing training classes and/or are not available via on-line tools
  • Share all information and responses proven helpful when assisting customers with team members and management
  • Document and share all suggestions that may improve your/team performance; include ideas regarding automated tools (Interactive Voice Response (IVR), Case Management System, Knowledge Management System, etc.) or procedural policies

THE BACKGROUND THAT FITS:

  • Associates Degree required
  • 2+ years customer service experience
  • 2+ years of HR, payroll and/or benefits experience
  • Ability to follow established processes and procedures to resolve inquiries
  • Ability to effectively communicate (requires both verbal and written communication skills)
  • Ability to be resourceful, diplomatic, flexible, enthusiastic, energetic and professional
  • Ability to work well independently and be part of a team environment
  • Ability to manage constant deadlines and time constraints
  • Ability to identify improvement opportunities
  • Working knowledge of HR, benefits and payroll programs and processes
  • Strong computer skills in a Windows based environment - including Excel, Outlook, Word, and case tracking databases
  • Strong emphasis on HR functional knowledge
  • Strong analytical skills, independent decision making, and an ability to multi-task to resolve HR inquiries or issues
  • Strong customer service, written and verbal communication skills
  • Prior experience using Infor/Enwisen Case Management and Knowledge Management as well as Peoplesoft HCM and Oracle Fusion background is preferred.