Brown University Health is seeking an HR Service Center Representative to serve as the frontline point of contact for employees with HR-related inquiries and concerns. The role involves providing high-quality customer service, addressing employee questions, resolving issues, and guiding individuals through HR processes and procedures.
Responsibilities
- Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters; support department managers with HRIS transactions and/or recommend resources to assist managers in answering employment-related inquiries
- Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information
- Resolve issues or conflicts related to payroll, benefits, workplace policies, or any other HR-related matters in a timely and satisfactory manner
- Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes
- Educate employees about company HR policies, procedures and programs, including any changes to the same; recommend self-service resources that employees can access easily
- Assist employees with understanding and enrolling in various benefits programs such as health insurance, retirement plans, and wellness initiatives
- Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies
- Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 2) or a subject matter expert (Tier 3); clearly communicate expectations on next steps or response times to the employee
- Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience
- Use the HR information system to reference employee data or employment history
- Perform other duties as assigned
Skills
- Associate degree or equivalent experience required
- Demonstrated experience in customer service, with a preference for human resources experience
- Strong written and verbal communication skills
- Critical thinking skills
- Attention to detail
- Willingness to learn and grow professionally
- Demonstrated proficiency with Microsoft Office 365 applications
- Ability to maintain a high degree of confidentiality
- Proven success in dynamic settings
- Experience with HR information systems
- Demonstrated understanding of HR policies and practices
Benefits
- Health insurance
- Retirement plans
- Wellness initiatives
Company Overview
- Brown University is an Ivy League research university that provides undergraduate and graduate programs. It is a sub-organization of Brown University Health. It was founded in 1764, and is headquartered in Providence, Rhode Island, USA, with a workforce of 1001-5000 employees. Its website is https://www.brown.edu.