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JOB SUMMARY

The Human Resources (HR) Service Center Associate 1 serves as the first point of contact for the Shared Service Center (SSC) within an area of specialty or assignment. This position is responsible for receiving, routing, resolving and properly closing all HR inquiries by understanding the organization's processes, policies and procedures to investigate, resolve and facilitate the resolution of issues and questions.

SALARY

The pay range for this position is $18.10 (entry-level qualifications) - $27.15 (highly experienced) The specific rate will depend upon the successful candidate’s specific qualifications and prior experience.

ESSENTIAL FUNCTIONS OF THE ROLE

Serves as the first point of contact when employees and managers contact the SSC. Receives, routes, resolves and properly closes a multitude of inquiries, routing specialty questions to Tier 2 Specialists, HR Business Partners (HRBPs) or Centers of Expertise (COEs). Collaborates with appropriate SSC leadership, staff, COEs, HRBPs, HRIS or third parties to resolve complex inquiries or transactions as needed.

Assists employees and managers in navigating the HR portal, PeopleSoft or Oracle Cloud applications (i.e. Compensation, Learning, Performance Management, Recruitment Succession Planning and Talent Management). Guides employees and managers to general HR policies and procedural manual.

Provides data entry support when employees are unable to complete activities through the self-service portal (i.e. deposit enrollment, life events, general deductions, new hire benefits enrollment and personal data changes).

Fulfills employment verification requests.

Performs daily review of open case cues to ensure inquiries and requests are being resolved and closed properly and in a timely manner.

Partners with SSC Managers to regularly review performance outcomes against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); identifies trends requiring COE policy and procedure review or consideration. Seeks opportunities to improve the quality, efficiency and effectiveness of individual and team work.

Seeks feedback, continuously learns, and takes advantage of opportunities to improve knowledge, skill, and experience. Maintains working knowledge of all HR and Payroll Operations, trends and developments within healthcare, HR and the organization. Work to enhance the capability of self.

Participates in the delivery of training for staff, SSC staff, other HR partners, SSC customers and third party vendor resources, where appropriate.

KEY SUCCESS FACTORS

Prior call center experience a plus.

Prior CRM experience (i.e. operating a phone tree, routing calls, fielding inquiries through chat and phone) a plus.

Strong customer service skills.

Ability to use and navigate through multiple computer applications and databases to enter job data and personal data changes as well as to research and log customer inquiries (i.e. PeopleSoft, Oracle Cloud, ServiceNow).

Prior PeopleSoft, Oracle Cloud and Service Now applications experience highly desirable.

Familiarity with Microsoft O365 applications.

Excellent interpersonal, listening, verbal and written communication skills.

Ability to build strong cross functional relationships and interact effectively with all levels of staff and management.

Must be detail oriented, a self-starter and work well independently with limited direct supervision. Ability to work in a fast paced environment while maintaining accuracy and production requirements.

Ability to set and achieve goals on time.

BENEFITS

Our competitive benefits package includes the following

- Immediate eligibility for health and welfare benefits

- 401(k) savings plan with dollar-for-dollar match up to 5%

- Tuition Reimbursement

- PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - H.S. Diploma/GED Equivalent

- EXPERIENCE - Less than 1 Year of Experience

- This is a phone position: experience at a call center preferred

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.