HR Solution Center Representative, Tier 1

Exemption Status: Non-Exempt

Hiring Range: $20.18 - $36.32. Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule

• Monday through Friday
• Scheduled Hours: 8:30 am – 5:30 pm
• Shift: Day Shift, 10 Hours
• Hours: 40 per week

This position may have a signing bonus available; a member of the Recruitment Team will confirm eligibility during the interview process.

About the Role

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where you can build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other.

The Tier One HR Solution Center Representative is responsible for answering inbound employee inquiries across all HR functions, owning the resolution of tier 1 employee and manager inquiries through case management.

Responsibilities

• First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies.
• Must have general knowledge of HR policies and procedures for quick responses to caregivers.
• Educate and promote the use of self-service tools and technology to help drive self-service utilization.
• Monitors case load volumes, answers questions, research information, and assists with problem resolution within Service Level Agreements (SLAs) as part of HR case management through phone and self-service.
• Demonstrate outstanding problem-solving skills to resolve inquiries, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
• Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service.
• Processes HR system tasks and provide system information and guidance to associates.
• Ensure data accuracy within the HR systems.
• Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.
• Seek out opportunities to automate and enhance operations to be more efficient, while keeping employee experience as the utmost priority.
• Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.
• All other duties as assigned.

Requirements

• High school diploma or equivalent.
• High degree of integrity and ability to maintain strict confidentiality.
• Ability to multitask and work under pressure while maintaining a professional attitude.
• Ability to adapt quickly to change with new processes and procedures.
• Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.
• Critical thinking, problem solving, self-starting and multi-tasking abilities necessary.
• Ability to understand and execute HR procedures and policies.
• Must be organized with strong attention to detail.
• Requires the ability to work independently, make decisions and edit work of others.
• Ability to multi-task without losing speed or accuracy.
• Ability to resolve identified discrepancies.
• 6 months–1 year experience in a customer service role.

Preferred Qualifications

• Experience in an HR support role.
• Working knowledge of state and federal employment laws.
• Functional knowledge of Workday.