Provide outstanding support to employee and internal stakeholder inquiries around benefits processes, policy, and issues.
Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required; conducting outbound calls or emails for issue resolution and follow-up, if required.
Maintain a commitment to our service level agreements (SLAs) around responsiveness and customer satisfaction.
Maintain detailed and accurate documentation in the request tracking system (Service Cloud), HRIS (Workday) and benefits administration tool (WTW).
Maintain knowledge and adhere to all government policies and standards (e.g. HIPAA, ERISA, IRS, DOL, Section 125, etc.)
Execute employee Perks programs by answering employee inquiries for “baby cash”, daycare and gym/wellness programs.
Exceptional customer service skills and proven ability to perform in fast-paced environment
2+ yrs HR experience and or customer service experience
Excellent analytical and problem-solving skills
Excellent written communication skills and ability to handle sensitive matters with tact and diplomacy
Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action
Ability to interact with all levels of a professional organization
Ability to work independently and require little instruction on the day-to-day work
Strong attention to detail and accuracy
Self-starter and fast learner requiring minimal direction
Ability to work in a team environment to achieve goals