Sr. HR Service Center Specialist
Join a financial group that's as committed to your future as you are. At MUFG, we share a vision for our future, we share our successes, and we strive to bring out the best in each other in everything we do. Our 14,000 diverse colleagues are connected by a common ambition to create change for the better from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of global financial services. Positive impact starts here; see the change you can make as we strive to become the world's most trusted financial group.
Job Profile
Summary:
Manages inbound emails and calls, initiates and updates case documents leveraging the case management system (Remedy). Resolves issues or directs inbound emails and callers to external contacts as necessary; e.g., Payroll, Talent Acquisition ER, Benefits. Researches issues and documents in Remedy as appropriate. Provides select data entry services, ensuring data integrity, accuracy, and timeliness. Processes inbound documentation. Provides support to employees and managers on Employee Self-Service and Manager Self-Service processing. Resolves data entry problems. Assists HR Specialists with escalated inquiries. HOURS will be 9-6pm OR 9:30-6pm.
Major
Responsibilities:
Answers employee inquiries regarding employment related policies and processes within defined SLA
Utilizes various web-based service delivery vehicles (ESS, MSS, DIY process aids), email, fax, etc. to get the information to the customer.
Refers complex cases requiring interpretation where policies or regulations are not clear, to the SME or Supervisor
Documents issues and resolutions in case management system (Remedy)
Coordinates issue resolution by escalating to the appropriate source for questions that cannot be answered on first call.
Educates employees on company practices and tools such as company website, self-service, and other tools to encourage employees and managers to resolve simple issues on their own
Recognizes and escalates trends in employee issues
Makes recommendations to supervisor to improve employee service
Sends forms to employees or directs employees as to where to get forms when required for changes
Handles routine changes by processing paperwork and inputting data into HRIS system (Workday)
Assigned complex tasks and projects as required.
Competencies:
Problem Solving
Determines possible solutions and solves the problem employing the most appropriate solutions
Handles complex and/or escalated employee inquiries
Customer Focus
Is driven by the employee's needs and organizes and prioritizes work to meet those needs
Proposes ideas and alternatives to resolve client issues
3 years of experience in a Human Resource Service Center/HR Shared Services model is required; other HR experience preferred
Bachelor's degree in HR or other related field is preferred
HR certification is a plus (aPHR, PHR, SHRM-CP)
Significant experience in problem solving
Significant experience in reporting; intermediate to advanced skills using Excel
Skills Required:
Functional knowledge of Workday and Remedy or similar HRIS and case management systems
Communicate effectively and professionally
Deliver extraordinary customer service/focus
Attention to detail
Creative thinking
Drive for results
Collaborate and build partnerships
Delivering value-added service (going the extra mile)
Time Management
Demonstrates flexibility
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Job Profile
Summary:
Manages inbound emails and calls, initiates and updates case documents leveraging the case management system (Remedy). Resolves issues or directs inbound emails and callers to external contacts as necessary; e.g., Payroll, Talent Acquisition ER, Benefits. Researches issues and documents in Remedy as appropriate. Provides select data entry services, ensuring data integrity, accuracy, and timeliness. Processes inbound documentation. Provides support to employees and managers on Employee Self-Service and Manager Self-Service processing. Resolves data entry problems. Assists HR Specialists with escalated inquiries. HOURS will be 9-6pm OR 9:30-6pm.
Major
Responsibilities:
Answers employee inquiries regarding employment related policies and processes within defined SLA
Utilizes various web-based service delivery vehicles (ESS, MSS, DIY process aids), email, fax, etc. to get the information to the customer.
Refers complex cases requiring interpretation where policies or regulations are not clear, to the SME or Supervisor
Documents issues and resolutions in case management system (Remedy)
Coordinates issue resolution by escalating to the appropriate source for questions that cannot be answered on first call.
Educates employees on company practices and tools such as company website, self-service, and other tools to encourage employees and managers to resolve simple issues on their own
Recognizes and escalates trends in employee issues
Makes recommendations to supervisor to improve employee service
Sends forms to employees or directs employees as to where to get forms when required for changes
Handles routine changes by processing paperwork and inputting data into HRIS system (Workday)
Assigned complex tasks and projects as required.
Competencies:
Problem Solving
Determines possible solutions and solves the problem employing the most appropriate solutions
Handles complex and/or escalated employee inquiries
Customer Focus
Is driven by the employee's needs and organizes and prioritizes work to meet those needs
Proposes ideas and alternatives to resolve client issues
3 years of experience in a Human Resource Service Center/HR Shared Services model is required; other HR experience preferred
Bachelor's degree in HR or other related field is preferred
HR certification is a plus (aPHR, PHR, SHRM-CP)
Significant experience in problem solving
Significant experience in reporting; intermediate to advanced skills using Excel
Skills Required:
Functional knowledge of Workday and Remedy or similar HRIS and case management systems
Communicate effectively and professionally
Deliver extraordinary customer service/focus
Attention to detail
Creative thinking
Drive for results
Collaborate and build partnerships
Delivering value-added service (going the extra mile)
Time Management
Demonstrates flexibility
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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