HR Service Center Associate I / II | HR Services/Operations

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Summary

 

HR Service Center Associate I/II | HR Services/Operations - Join our dynamic team as an HR Service Center Associate I/II and play a crucial role in providing exceptional HR support and administration.

 

What your day would be like:

You are responsible for:

• Deliver frontline customer service and support to employees, leaders, retirees, dependents, and beneficiaries on Total Rewards programs and other HR topics.
• Provide primary phone and email support on inquiries, issues, and requests.
• Coordinate and manage escalations with internal and external stakeholders.
• Educate employees and leaders on Total Rewards programs, self-service tools, and resources.
• Perform daily processing of transactions that support the benefits lifecycle. Ensure data and transactions are accurate and timely.
• Research and resolve benefits issues and data discrepancies.
• Technology: PeopleSoft, Microsoft products – Outlook, Excel, Word, Teams, PowerPoint, etc., Adobe, OnBase. Power BI.

 

*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need. 

Minimum Requirements

 

HR Service Center Associate I  | HR Services/Operations

• High school graduate/GED
• AND two (2) years of related Human Resource (HR), payroll, systems, customer service or administrative experience. 

 

HR Service Center Associate II | HR Services/Operations

• High school graduate/GED
• PLUS four (4) years of related Human Resource (HR), payroll, systems, customer service or administrative experience.

 

Additional Requirements

• Knowledge of HR practices; benefit programs such as plan documents, HIPAA, and ERISA; office practices and procedures required.
• Experience using PC and computer applications, including excel, query/reporting functions.
• Ability to organize, perform basic analysis and report data.
• Good math, written and oral communication and customer service skills.
• Ability to properly manage confidential and/or sensitive data.
• Ability to work effectively in a team environment.
• Ability to establish and maintain effective working relationships with all levels of employees and the general public.
• Experience working with major HR Systems is helpful; PeopleSoft experience preferred.

Major Accountabilities

1) Provides end- to- end responsibility of invoice processing from receipt till payment for HR vendors/benefit providers.  Includes verifying invoice accuracy, researching and resolving issues, working with internal and external stakeholders, etc.

2) Provides support to HR leadership on purchase requests/orders.  Includes gathering requirements, creating initial requests, processing renewals, securing approvals, and working with Supply Chain.

3) Provides first point-of-contact support to incoming phone calls, emails and requests on HR policies, processes, programs, benefits and guidelines with the goal of resolving at first contact. Owns case management process which includes opening, managing escalation and closing cases.

4)) Resolves issues that are considered routine and requires limited research by appropriately applying company policies, utilizing internal processes and consulting effectively with other HR departments. Provides effective customer service to promptly and courteously resolve inquiries and complaints. Escalates highly-sensitive issues or complex situations to Sr Associate or leader.

5) Educates employees on company practices and tools (i.e. Empower, employee self-service, manager self-service) to encourage employees to resolve questions on their own.

6) Performs daily processing of many HR programs and benefits such as: retirements, pensions, new hire enrollment, insurance (medical, dental, life, etc.), employee transactions (promotions, transfers, terminations, etc.), family status changes (births, deaths, marriage, etc.), PTO, tuition reimbursements, deaths, retirements, pensions, severances, COBRA, and annual benefits open enrollment. Examines transactions or information to insure compliance with rules and regulations. Discusses discrepancies with appropriate contacts.

7) Audits, tracks, and maintains records and prepares documents in support of HR programs and initiatives and in accordance with APS policies and records retention guidelines.

8) Responds to information requests in support of subpoenas, unemployment claims, employment verificati