Customer Service Representative

Job Description

Job Description

RiVidium Inc. is seeking a Customer Service Representative to serve as point of contact for ECC line to address inquiries using NFC, HR Connect and the automated time and attendance system(WebTA/Paycheck8) providing data that relates to leave and pay inquiries; such as pay rate, WIGI due date, salary deductions, the Leave and Earnings Statement(LES) line items, transaction codes (TCs), EPP access, monthly allotment start and stop dates, state tax deduction accuracy, Old Age, Survivor and Disability Insurance (OASDI) deductions, leave categories, biweekly/annual pay cap, non-pay status, etc.

Responsibilities for this position shall include, but are not limited to:

• Research inquiries per the agency’s guidance (utilize agency’s internal website., “intranet”, agency policy guidance, and agency careers website, etc.), and apply researched information to thoroughly respond to inquiries; educate customers on where to find information on intranet.

• Handle general compensation and benefits and other OHR-related inquiries. Examples include biweekly pay dates; resources for life insurance, health benefits election determination; guidance on accessing EPP, eOPF, or HR Connect.

• Route unusual or complex customer inquiries (e.g., employee ‘spay; unknown/unexplained salary deductions; requests for retroactive changes in employee benefits) to the appropriate OHR designated Points of Contact in accordance with CBD guidance. The CSC will forward, within 1 business day, inquiries to BB or CB Specialists for assistance for non-routine, complex cases, such as, for belated benefits enrollments, urgent pay issues, same day separation clearance, etc.

• Receive payroll, benefits, and personnel forms and forward, within 1 business day, to the appropriate CBD contractor.

• Print and provide, within 1 business day, via email and mail, employees’ Wage and Tax Statement (W-2) and their LES from the NFC Reporting Center, upon request.

• Deliver, scan and forward OHR/CBD internal mail at least once daily (NLT – 4:00pm) and validate through manifest.

• Make employees aware of the use of automated self-service options including: EPP to initiate changes to change of address (within the same state), direct-deposit, financial allotments, federal and state tax updates, view W-2s and the LES, HR Connect to initiate actions such as name change, change of address, and separations. Electronic Personnel File (e-OPF) to review service history and print Notification of Personnel Actions (SF-50s); and agency intranet for relevant human resources related information.

• Complete an average of 30-45 Employment and Salary and Wage Verification forms per month (form may be sent by an external agency, i.e. financial institutions, usually an insurance company to verify wages after an accident; if requested, CBD assists with time and attendance portion). The contractor shall complete the requests within 2 business days of receipt.

• Complete an average of 15-20 Professional Liability Insurance Reimbursement requests. The contractor shall complete these requests within 2 business days of receipt, to include updating internal tracking system.

• Complete an average of 15-25 Public Service Loan Forgiveness forms per month (form is provided by employee, external agency, or Federal Student Aid). The contractor shall complete these requests within 2 business days of receipt.

• Receive an average of 10 OPM Investigation forms and complete applicable fields. Route requests to ERD for completion. The contractor shall respond to these requests within 1 business day of receipt.

• Process Voluntary Employee Organization (VEO) memberships/deductions requests by employees in NFC, on average 415 requests each fiscal year.

• Respond to customer inquiries using applicable Sops, Quick Reference Guides (QRGs), USPTO policies, and applicable USPTO union agreements to determine appropriate response and/or advice/ course of action.

• Answer routine questions related to payroll processing such as when a payroll document will be processed and questions about deductions being withheld.

Requirement for this position shall include:

• Associate’s degree or BA/BS degree in Human Resources, Business or related field or equivalent experience.

Preferred Qualifications:

• Ability to process voluntary employee organization (VEO) memberships

• Ability to handle general compensation and benefits and other human resources questions.

• Knowledge of federal government rules, regulations, processes, and procedures.

• Knowledge of HR Connect, Employee Personal Page (EPP) and other federal government systems.

Preferred Qualifications:

• Ability to process voluntary employee organization (VEO) memberships.
• Ability to handle general compensation and benefits and other human resources questions.
• Knowledge of federal government rules, regulations, processes, and procedures.
• Knowledge of HR Connect, Employee Personal Page (EPP) and other federal government systems.