HUMAN RESOURCES INFORMATION CENTER SPECIALIST

About the role

The HR Info Center Specialist serves as a trusted first point of contact for internal and external customers seeking assistance with pay, benefits, staffing, and general human resources matters. This role delivers high-quality customer service, applies HR policies with sound judgment, processes HR transactions accurately, and supports continuous improvement of HR service delivery.

Responsibilities

• Serve as a front-line customer service representative for the Human Resources Information Center, responding to phone, email, and in-person inquiries.
• Solve routine and escalated HR questions and issues by applying a broad understanding of HR policies, procedures, and systems.
• Process HR transactions accurately and timely, including benefits enrollments, changes, and related activities.
• Partner with customers to resolve delays caused by incomplete or inaccurate submissions.
• Maintain accurate and confidential personnel records in accordance with university policies and legal requirements.
• Interpret and clearly communicate HR policies and procedures to employees and departments.
• Use HR information systems and call center tools to document, track, and resolve customer needs.
• Identify trends and recommend process improvements to enhance efficiency, service quality, and customer satisfaction.
• Provide education, guidance, and training to employees and departments as needed.
• Collaborate with the HR Information Center Manager on special projects and service enhancements.
• Perform other related duties as assigned to support HR operations.

Qualifications

• Education & Training: Bachelor’s degree or equivalent combination of education and experience.
• Experience: At least one year of experience in Human Resources or one year in a customer-focused, production-oriented environment. Prior call center or in-person customer service experience preferred.
• Skills & Competencies: Strong customer service orientation with a commitment to delivering high-quality support. Effective verbal and written communication skills. Analytical and problem-solving abilities with attention to detail. Ability to work collaboratively and effectively with diverse populations. Intermediate proficiency with Windows, Microsoft Word, and internet-based tools. Experience with HR systems such as SAP and Kenexa BrassRing preferred. Bilingual language skills are a plus, but not required.

Benefits

Duke University provides an annual base salary range for this position as USD $20.52 to USD $39.20. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer. Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

Work Environment & Expectations

This entry-level professional role requires adaptability, continuous learning, and accountability. Ability to manage multiple priorities while maintaining accuracy and responsiveness. Commitment to Duke’s values of inclusion, respect, and service excellence. North Carolina resident preferred. Up to one month onsite to train at start of hire.