HR Service Center Representative

HR Service Center Representative

Reporting to the Program Manager, HR Service Center, the HR Service Center Representative serves as the frontline point of contact for employees seeking assistance with various HR-related inquiries and concerns. They provide high-quality customer service by addressing employee questions, resolving issues, and guiding individuals through HR processes and procedures. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

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.

Minimum Qualifications:

• Education: Associate degree or equivalent experience required.
• Experience: Demonstrated experience in customer service, with a preference for human resources experience. Relevant transferable skills and/or education may be considered. 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. Experience with HR information systems preferred. Demonstrated understanding of HR policies and practices (preferred). Ability to maintain a high degree of confidentiality. Proven success in dynamic settings.

Supervisory Responsibility: None