HRSC Advisor II

This Advisor II supports the HRSC in an assigned functional area by supporting employee inquiries and internal processes to ensure a positive experience and efficient, accurate resolution. The Advisor II is a training and escalation resource on their assigned team and will be responsible for handling advanced processes.

In addition to performing all the duties of the HRSC Advisor role for their assigned function at an expert level, the HRSC Advisor II is responsible for performing the following duties for their assigned function:

HRSC Service Desk

• Serves as an escalation point and training resource on the team in areas where they are a subject matter expert.

  • Responsible for resolving more complex issues and maintaining accurate records of all interactions.

  • Supports team leaders with tasks such as providing chat support, developing resource materials, and monitoring phone queue activity as needed.

    HRSC Payroll Service Desk

    • Responsible for handling incoming calls primarily associated with payroll specific transactions.

    • Serves as a subject matter expert for payroll requests including garnishments inquiries, WFC corrections, payroll element adjustments, direct deposit entry and tax questions.

    • Provides guidance for the team for more complex payroll inquiries and acts as an escalation point.

    • Supports leader with developing payroll resource materials and training team members.

      HRSC Employee Lifecycle

      • Responsible for executing a variety of complex processes as it relates to supporting employees through their entire lifecycle.

      • Acts as an escalation point on the team and training resource to junior and new employees.

      • Collaborates at a high level with limited supervision with both internal and external stakeholders, including Legal, Payroll, HR Business Partners, and vendors, to ensure accurate and timely processing of requests.

        HRSC Preboarding

        • Performs advanced tasks to include Offer Letter Signed/Accepted Report (OLS) processing, pending worker conversions, and error report corrections.

        • May be designated as a senior point of contact for M&A activity, sign-on/referral bonus and escalations.

        • Acts a resource for HRSC colleagues regarding specialized Preboarding processes.

        • Serves as an escalation point on the team and training resource to junior and new employees.

• Creates and maintains detailed, complete and accurate records of all interactions in HR Help Desk.

• Collaborates with other teams, when necessary, to ensure effective and timely problem resolution.

• Provides education and guidance to customers about available tools and resources.

• Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures.

• May perform work on special projects as determined by Supervisor.

• Consistently meets or exceeds productivity and quality standards.

• Resolves complex issues and performs key tasks to ensure adherence to the established HRSC Service Level Agreements.

• Ability to prioritize, problem solve and apply critical thinking skills for transactions and tasks.

• Offers suggestions to improve transaction processing, resource materials and training documents.

Performs other duties as assigned or requested.

• 2-3 years of Human Resources or Call Center experience

• Previous experience supporting payroll activities

• Successful completion of a professional development program within the last 18 months

• Performance Rating of Fully Meets or better for the last 2 years

• No corrective actions for the last 18 months

Preferred Work Experience:

HR Shared Services experience

Physical and Mental Requirements:

Routinely required to sit for long periods of time

Knowledge:

MS Office

Skills:

Strong Communication Skills - Written and Verbal