(Hybrid) Human Resources Representative - Talent and Culture

About the role

This position will serve as a subject matter expert in leave administration processing and provides guidance to other staff working in leave administration regarding leave benefits, short-term, long-term and catastrophic leave programs. This position will resolve more complex and difficult cases (Tier 2) that are received via phone, email, the HR portal, or other access channels. The incumbent will use case management tools to respond to and track employee and manager inquiries, using judgment, experience and knowledge and using independent thinking abilities. Accountable for timely and effective response, resolution, and escalation of incoming employee leave system inquiries, in accordance with established Service Level Agreements (SLAs).

Responsibilities

• Demonstrates service excellence and positive interpersonal relations when helping employees resolve issues related to leave benefits.
• Provides counseling, guidance and interpretation of leave benefits for all WVU employees, including regional campuses in a positive manner.
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