Human Resources Service Center Representative

The HR Shared Service Center Representative in NFI’s HR Shared Service Center provides quality customer service to employees and managers by handling inbound calls related to pay, benefits and Human Resources and ensuring the caller's needs are met in a timely manner.  Also completes all transactional processing as it relates to benefits, HR or payroll in the UltiPro HRIS system.

The Service Center Representative is the employee’s first point of contact and an advocate for problem resolution.   The ideal representative exhibits patience, teamwork, motivation and an upbeat attitude.

Responsibilities: 

• Handling inbound calls, identifying caller's need, processing necessary transactions and escalating issues as required.
• Outbound calls for issue resolution and follow-up.
• Assist employees and managers with Employee Self Service (ESS) and Manager Self Service (MSS) transactions.
• Provide first level functional support to callers needing assistance with ESS and MSS for HR data related transactions.
• Input appropriate data into the Ultipro to complete Benefit, Payroll, Personal or Job data transactions that cannot be completed through ESS or MSS.
• Supporting reorganizations and other large-scale projects that require HR data processing .
• Maintain Employee Files and I9 files. Audit of same to ensure compliance.
• Process and ensure compliance on FMLA and all other leave of absence types.
• Support HR by collecting required documentation from the field as needed for unemployment-related inquiries. Interact with third-party unemployment vendor to maintain data interface.
• Daily, weekly & monthly audits to audit HRIS system data integrity
• Ability and availability to work occasional extended hours including nights and weekends.
• Punctuality and excellent attendance.
• Ability to maintain confidentiality

Requirements: 

• Bilingual (Spanish) Preferred.
• Associate Degree required.
• One to Three years’ experience in a Service Center or HR team environment.
• Must have knowledge of HRIS (Ultipro preferred); Excel Spreadsheet software and Microsoft Word Processing software.
• Familiarity in one or more of the following HR functions; employee benefit processing, FMLA, disability and unemployment processing.
• Exceptional customer service skills and proven ability to perform in fast-paced, high volume environment.
• Excellent analytical and problem solving skills.
• Strong attention to detail and accuracy.
• Ability to work in a team environment to achieve goals.  

 

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