HR Service Center - Associate Experience Representative

Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603. The HR Service Center (HRSC) Associate Experience Representative will provide front-line customer service and support to associates, managers, and business partners for questions, issues and problem resolution on HRSC-supported services related to HR. The HRSC Associate Experience Representative will manage and respond to inquiries coming into the HR Service Center via phone and through the ServiceNow portal. They will provide basic processing support for associates as well as administrative activities in support of HR transactional functions. Working as a team, this group is the initial “front-line,” single point of contact for FCB associates and managers for HR related questions. The HRSC Associate Experience Representative will serve as a client partner to provide general answers and solutions for the variety of scenarios and questions that arise and are associated with human resources initiatives and employment benefits, e.g., performance management, payroll, timekeeping, termination processing, and any HR related matters. Responsibilities Service - Responds to general HR inquiries while ensuring compliance with all applicable policies, procedures, and regulatory requirements. Assists in HR Service Center activities such as progress monitoring, accuracy of data, and ensuring the timely resolution of service cases. Escalates cases to appropriate parties as necessary. Operational Support – Completes all new hire I‑9’s and associate reverifications. Processes all requests to work abroad in accordance with Bank policy and guidelines. Assists with annual review of knowledge base articles (KBA’s) and updating KBA’s as required throughout the year. Policy Knowledge – Utilizes knowledge of applicable regulations, laws, and other factors affecting the Bank’s workforce to offer guidance and education on HR policies. Acts as a resource to associates and managers on the appropriate resolution of HR matters. Program Support - Executes HR programs and projects. Ensures successful completion of all initiatives undertaken. Qualifications Bachelor’s Degree with experience in Call Center and/or Human Resources OR High School Diploma OR GED and 4 years of experience in Call Center and/or Human Resources. Preferred Area of Experience: Customer Service Skills: Knowledge of Human Resources policies, procedures, and benefits, Knowledge of Human Resources, and labor laws. Preferred Qualifications Previous call center experience Strong customer service skills including effective communication skills (verbal & written). Must be detail‑orientated and ability to multitask effective. Exercises discretion in handling sensitive and confidential information. Team focused with the ability to work effective in a fast paced, self directed environment. Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at #J-18808-Ljbffr First Citizens