Total Rewards Support Services Representative (A)

Total Rewards Support Services Representative

Location: Coral Gables Campus

Work Arrangement: Hybrid (minimum 3 days on-site per week)

Schedule

• Initial training period: MondayFriday, 8:30 AM 5:00 PM
• Post-training schedule: MondayFriday, 9:00 AM 6:00 PM

The Total Rewards Support Services Representative provides high-quality support for all Total Rewards-related topics through phone, email, and case management channels and processes compensation-related transactions, which include pay changes, premium pay adjustments, and market updates. Additionally, the position delivers exceptional customer service in a call center environment, ensures data integrity, supports payroll accuracy, and maintains compliance with HR policies and regulatory requirements.

Core Job Functions

• Answers, screens, and routes inbound employee calls regarding HR, benefits, payroll, and compensation topics while adhering to call center protocols and service standards.
• Authenticates employee identity prior to discussing or updating confidential HR, benefits, or payroll information in compliance with privacy and security requirements.
• Documents all call details, inquiries, actions taken, and follow-up steps in the case management system to ensure accurate audit trails.
• Manages high-volume call and case workloads, ensuring issues are resolved within established service-level agreements (SLAs).
• Performs outbound calls to follow up on documentation, clarify details, or communicate updates related to compensation transactions and general HR support.
• De-escalates difficult or emotional calls using professional communication and problem-solving techniques.
• Follows standardized scripts, knowledge articles, and SOPs to provide consistent and accurate guidance to employees and leaders. Maintains knowledge base articles, SOPs, and reference materials to support consistent service delivery and knowledge sharing.
• Identifies recurring inquiry trends and escalates insights to leadership to support continuous improvement and policy updates.
• Processes compensation-related transactions in the HRIS with a high level of accuracy.
• Validates compensation actions against job architecture, pay ranges, HR policies, and audit controls to ensure compliance and reduce downstream payroll issues.
• Executes workflow routing, attaches documentation, verifies approvals, and maintains accurate records for all total rewards events (benefits, payroll, compensation, HR, etc.).
• Partners with Payroll to reconcile pay-impacting changes, addresses discrepancies, and meets payroll processing timelines.
• Runs and reviews daily/weekly reports to monitor effective dates, retroactivity, pending transactions, and error queues, taking corrective action as needed.
• Supports internal and external audits by preparing documentation, researching transaction history, and assisting with remediation efforts.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Core Qualifications

• Education: High School Diploma or equivalent/relevant experience, certification or license
• Experience: Minimum 1 year of relevant experience required
• Certification and Licensing: Refer to department description for applicable certification requirements
• Knowledge, Skills and Abilities:
• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.