HR Answers Senior Specialist

This particular role will be responsible for handling phone calls and other inquiries from current and former U.S employees. This includes but is not limited to payroll, policies, regulations, employee benefits and annual employee certifications. You will be required to adhere to established processes and guidelines in support of current and former employees as well as potential new hires. As part of your daily duties you will interact with employees at various levels related to a range of topics and/or issues (complex, sensitive, routine, etc.) requiring attention to detail, empathy, ability to troubleshoot, taking ownership and accuracy of work while maintaining a high quality standard and ensuring data integrity. You will be accountable for providing a seamless, end to end positive experience with every interaction – recruit through retire.

As an HR Answers Senior Specialist, you will be responsible for delivering a best in class, simplified and personalized experience to current and former employees in support of their HR needs. You will be required to adhere to company policy and guidelines in support of our mission to make dreams possible for everyone, everywhere, every day. 

Job responsibilities

• Resolve employee inquiries accurately and effectively
• Take inbound and make outbound calls to resolve employee inquiries
• Respond accurately to inquiries via an online tool
• Follow all established processes, policies, company guidelines and regulations
• Complete HR related transactions/activities adhering to company policy and guidelines
• Meet service level, quality and productivity metrics

Job qualifications, skills, and capabilities

• Very strong verbal and written communication skills; strong interpersonal skills
• Customer Obsessed mindset
• Ability to multi-task in a fast paced environment and meet deadlines; ability to work under pressure and handle high volumes
• Active listening, probing and reading comprehension skills
• Possess strong analytical and math skills
• Ability to identify and resolve issues
• Strong organizational skills with attention to detail
• Ability to troubleshoot effectively
• Comfortable with and able to quickly adapt to change
• Works with others collaboratively to integrate ideas and achieve common goals; strong desire to be part of a high performing team with upward mobility potential
• Degree holder or undergraduate with relevant background in operations or HR

Preferred qualifications

• Minimum of two years of Customer Service experience

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our