Total Rewards Support Services Representative, Full Time

About the role

The Total Rewards Support Services Representative provides high-quality support through phone, email, and case management channels and processes compensation-related transactions, which include pay changes, premium pay adjustments, and market updates. Additionally, the position delivers exceptional customer service in a call center environment, ensures data integrity, supports payroll accuracy, and maintains compliance with HR policies and regulatory requirements.

Responsibilities

• Answers, screens, and routes inbound employee calls regarding HR, payroll, and compensation topics while adhering to call center protocols and service standards.
• Authenticates employee identity prior to discussing or updating confidential HR or payroll information in compliance with privacy and security requirements.
• Documents all call details, inquiries, actions taken, and follow-up steps in the case management system to ensure accurate audit trails.
• Manages high-volume call and case workloads, ensuring issues are resolved within established service-level agreements (SLAs).
• Performs outbound calls to follow up on documentation, clarify details, or communicate updates related to compensation transactions and general HR support.
• De-escalates difficult or emotional calls using professional communication and problem-solving techniques.
• Follows standardized scripts, knowledge articles, and SOPs to provide consistent and accurate guidance to employees and leaders.
• Maintains knowledge base articles, SOPs, and reference materials to support consistent service delivery and knowledge sharing.
• Identifies recurring inquiry trends and escalates insights to leadership to support continuous improvement and policy updates.
• Processes compensation-related transactions in the HRIS with a high level of accuracy.
• Validates compensation actions against job architecture, pay ranges, HR policies, and audit controls to ensure compliance and reduce downstream payroll issues.
• Executes workflow routing, attaches documentation, verifies approvals, and maintains accurate records for all compensation events.
• Pairs with Payroll to reconcile pay-impacting changes, addresses discrepancies, and meets payroll processing timelines.
• Runs and reviews daily/weekly reports to monitor effective dates, retroactivity, pending transactions, and error queues, taking corrective action as needed.
• Supports internal and external audits by preparing documentation, researching transaction history, and assisting with remediation efforts.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Qualifications

• Education: High School Diploma or equivalent/relevant experience, certification or license.
• Certification and Licensing: Refer To Department Description For Applicable Certification Requirements.
• Experience: Minimum 1 Year Of Relevant Experience Required.
• Knowledge, Skills and Abilities: Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands. Teamwork: Ability to work collaboratively with others and contribute to a team environment. Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Benefits

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.