Senior HR Employee Service Center Representative – Hybrid, in Nashville TN

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

HR Emp Service Center

Job Summary:

The Senior HR Employee Service Center Representative partners closely with cross-functional teams—including Payroll, Data Management, Pre-Onboarding, Onboarding They are responsible for responding to employee questions and inquiries about human resource policies, employee benefit programs, pay, recruitment, talent management and employee self-service tools to provide accurate guidance. The The Senior HR Employee Service Center Representative will resolve matters that have been escalated from Tier I. Must understand aspects of the employee benefit programs, including life, health, disability insurance, medical/dependent care spending accounts, COBRA, income continuance, and other paid time off, as well as retirement plans. Must also be able to understand and respond to questions regarding pay.

The Senior HR Employee Service Center Representative will have the opportunity to work across many departments, support a large and diverse workforce, and contribute to a positive, efficient, and employee-centered HR experience.

Hours: Monday - Friday, 8:00am - 5:00pm CST

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Preferred Candidate Experience/Skill Set:Customer Service Expertise: 3+ years delivering high-quality service and support in a professional environment.Human Resources Knowledge: Prior HR experience.Data Confidentiality: Proven ability to handle sensitive employee information with discretion and in compliance with privacy standards.Communication & Interpersonal Skills: Exceptional verbal and written communication skills; ability to build trust and collaborate effectively.Reporting & Analytics: Experience generating and interpreting reports to support HR operations and decision-making.Cross-Functional Collaboration: Demonstrated success working with multiple departments such as Payroll, Data Management, and Onboarding.Problem Solving & Troubleshooting: Strong analytical skills with a track record of resolving complex issues across HR systems and processes.Attention to Detail: High level of accuracy in data entry, auditing, and process execution.Technical Proficiency: Familiarity with HR software platforms and ticketing systems; hands-on experience with Workday preferred.Adaptability & Multi-Tasking: Ability to thrive in a fast-paced environment while managing multiple priorities and deadlines.Microsoft Office Skills: Proficient in Excel, Word, and Outlook for reporting, documentation, and communication.

KEY RESPONSIBILITIES
• The responsibilities listed are a general overview of the position and additional duties may be assigned.
• Receives activity through case management, systems notifications, phone calls and chat service. Researches and resolves problems in a timely manner.
• Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Works independently on most routine tasks.
• Understands and utilized HR systems, including Workday and the employee portal, including self service, knowledge base, and case management.
• Escalates unresolved items to the COE or Service Delivery, depending on the next escalation step.
• Must have excellent customer service skills.

TECHNICAL CAPABILITIES
• Communication (Advanced): Clearly, effectively and respectfully communicates to employees or customers.
• Time Management (Intermediate): Planning and exercising conscious control over the amount of time spent on specific activities.
• Customer Service (Advanced): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Human Resources (Intermediate): Knowledge of various components of human resources which may include human resources management, the recruitment process, skills development and tracking, benefits administration, training, compensation, organizational development, and complianc