Employee Service Center Coordinator

Primary office location: 626 Washington Place, Pittsburgh, Pennsylvania 15219.

About the role

The Employee Service Center (ESC) Coordinator serves as a primary point of contact for employees, managers, and HR stakeholders, providing professional, timely, and accurate support for a broad range of human resources inquiries and transactions. The coordinator delivers a high-quality customer service experience while ensuring compliance with company policies, maintaining data integrity, and supporting efficient HR operations.

Responsibilities

• Serve as the primary point of contact for employees and managers seeking HR support, responding to inquiries through phone, email, ticketing systems, and other service channels.
• Provide accurate information and guidance regarding HR policies, procedures, programs, benefits, payroll, and employment-related processes while ensuring consistent application of company practices.
• Resolve routine employee inquiries independently and escalate complex issues to appropriate HR subject matter experts when additional expertise or intervention is required.
• Support HR transactions and employee data updates, ensuring accuracy, completeness, compliance, and data integrity within HR systems and records.
• Assist employees and managers with Workday navigation, self-service tools, transaction support, learning resources, and system access issues.
• Provide general support for employee benefits, payroll, training, wellness programs, open enrollment, and other HR service offerings.
• Process employment verifications as well as unemployment compensation claims.
• Support new hire onboarding activities by providing information, answering questions, and ensuring a smooth and positive onboarding experience.
• Manage cases through established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
• Maintain confidentiality of employee information and handle sensitive matters with professionalism, discretion, and adherence to company policies and legal requirements.
• Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self-service resources, standardization efforts, and continuous improvement initiatives.
• Compile and run monthly and quarterly operational dashboards to track Employee Service Center key performance indicators (KPIs), delivering actionable insights on inquiry trends.
• Perform other related duties and projects as assigned.
• Understand, report, respond to, manage, and monitor risk encountered daily as required by F.N.B. Corporation’s risk management program.
• Adhere to regulatory laws and guidelines to achieve superior levels of compliance.

Requirements

• High School diploma or GED.
• 0 years of job-related experience required.

Skills

• Excellent communication skills, both written and verbal.
• Excellent customer service skills.
• Excellent organizational, analytical, and interpersonal skills.
• Detail-oriented.
• Ability to work and multi-task in a fast-paced environment.
• Intermediate proficiency in MS Word and MS Excel.
• Basic proficiency in MS PowerPoint.