HR Services Representative

***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***

Our Customer is an American financial services mutual organization based in Milwaukee. The financial security company provides consultation on wealth and asset income protection, education planning, retirement planning, investment advisory services, financial planning trust and private client services, estate planning and business planning. Its products include life insurance, permanent life insurance, disability income, and long-term care insurance; annuities; investments; and investment advisory products and services.

Our customer is looking for a HR Services Representative on a contract basis to help support their ongoing business needs. This role is 100% remote.

Preferred Core Hours: 8:00am - 4:30 CT or 8:30 - 5:00pm CT

Primary Duties and Responsibilities

• Manage a phone, chat or case workload in accordance with schedule, standards and volumes adhering to deadlines and cycle times.
• Resolves 60-80% of inquiries / cases by drawing on training, policy manual, knowledge base, critical thinking, and individual employment factors (employee status, pay group, start date, compensation plans, etc).
• Independently handle all routine casework and process semi-complex cases with guidance. Makes decisions for all routine casework and makes decisions on more complex casework after consulting with higher level staff.
• Interface effectively with customers, managers, and employees at all levels via phone, chat and cases to ensure a positive experience.
• Appropriately collaborate with and escalate cases to within the HR Services Team or partners to ensure accurate and consistent responses.
• Decide appropriate course of action or decision-making path; determine appropriate provider.
• Quick and efficient adaptation to varying needs of different customers, as well as process and technology related issues.
• Successfully meet team Key Performance Indicators (KPI) include Customer Satisfaction, First Contact Resolution, SLA, call and chat productivity metrics, etc.

Qualifications

• Bachelors degree in HR, business or related field or equivalent combination of education and experience
• Minimum of 1 year of related Human Resources or benefit support experience to include previous customer service experience
• Proficient in written and verbal communication
• Strong customer service skills
• Previous skills in analyzing information, problem-solving, ability to apply judgment and discretion and independent decision making
• Demonstrated organizational skills with the ability to independently set priorities and meet deadlines
• Demonstrated computer experience including Word, Excel, SharePoint and proficiency with current HR software packages. Previous Workday experience is preferred.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.