HR Service Center Representative

Brown University Health is seeking an HR Service Center Representative to serve as the frontline point of contact for employees with HR-related inquiries. The role involves providing high-quality customer service, addressing employee questions, and guiding individuals through HR processes and procedures.

Responsibilities

• Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters; support department managers with HRIS transactions and/or recommend resources to assist managers in answering employment-related inquiries
• Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information
• Resolve issues or conflicts related to payroll, benefits, workplace policies, or any other HR-related matters in a timely and satisfactory manner
• Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes
• Educate employees about company HR policies, procedures and programs, including any changes to the same; recommend self-service resources that employees can access easily
• Assist employees with understanding and enrolling in various benefits programs such as health insurance, retirement plans, and wellness initiatives
• Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies
• Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 2) or a subject matter expert (Tier 3); clearly communicate expectations on next steps or response times to the employee
• Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience
• Use the HR information system to reference employee data or employment history
• Perform other duties as assigned

Skills

• Associate degree or equivalent experience required
• Demonstrated experience in customer service, with a preference for human resources experience
• Strong written and verbal communication skills
• Critical thinking skills
• Attention to detail
• Willingness to learn and grow professionally
• Demonstrated proficiency with Microsoft Office 365 applications
• Ability to maintain a high degree of confidentiality
• Proven success in dynamic settings
• Experience with HR information systems preferred
• Demonstrated understanding of HR policies and practices (preferred)

Company Overview