Human Resources Advisor II

The HR Advisor will answer incoming calls, emails and chats and provide HR process information and guidance to employees and managers, Includes first contact case resolution utilizing the HR Knowledgebase and general understanding of HR policies/programs. HR support includes benefits, compensation, employee relations, employee self-service, enterprise learning, manager self-service, performance management and staffing.

The HR Advisor will manage the overall resolution of incoming calls and will triage initial calls and open and manage cases that require additional research and expertise. The HR advisor will perform other HR administrative support for HR transactions into HR systems and perform additional functions including and not limited to keying position data and related actions, Candidate Expenses, Tuition Assistance and other HR administrative processes.

Key Responsibilities:

Online Functions

• Demonstrate broad HR knowledge, as pertains to the various Guidewell companies, providing employees with relevant information, policy explanation and self-service navigation support.
• Perform intake of HR inquiries via case management, telephone, chat or email. Will assess inquiries or reported issues to determine best method of resolution.
• Triage call based upon inquiry to determine level of urgency and specific issue
• Utilize knowledgebase and general knowledge to support issues resolution, provide counsel or identify when case escalation is appropriate.
• Provide high-touch employee service that meets expected service levels and business performance goals.
• Coach callers in the use of self-service.
• Document inquiries within the case management tool, transfer case to next tier or direct caller to third party vendor if appropriate.
• Provide follow up communication to employees to ensure satisfaction and case resolution.
• Properly document employee contact information and employee notes regarding interaction

Offline Functions

• Keys compensation and position data, including new hire information, promotional increases, position updates and related actions into an automated human resources’ system.
• Creates, updates, purges and otherwise maintains active employee files. Retrieves employee records for authorized requestors. Ensures terminated employee files are purged when appropriate and that the Company’s records management policy is adhered to at all times.
• Perform transactional and administrative work and data entry as required while maintaining data and system integrity
• Support the integrity of employee records and HR data.

Benefits & Compliance Support

• Monitor weekly and monthly reports to correct errors as needed or escalate to HRIS.
• Conduct benefits sessions for new hire classes.
• Ensure new hires, re-hires, and transfers are enrolled accurately and in a timely manner.
• Assists new hires with onboarding - login issues and Token IDs.
• Plan and promote annual biometric screening clinics across 2 Texas locations.
• Track and report on wellness program participation metrics, identifying trends and opportunities for improvement.
• Partner with the pharmacy team to organize annual vaccine clinic sessions at convenient times and locations.
• Track clinic participation.
• Provide additional support where needed.

Process/Continuous Improvement

• Works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes.
• Provide feedback on employee issues and the knowledgebase so that management can address and improve tools.
• Participate in scheduled and ad hoc training in order to improve policy and process acumen.
• Identify and report any call trends or product trends to the HR Solutions Center Manager.
• Support mass mail initiatives, open enrollment and special projects, as assigned

Job Requirements:

• 4+ years’ related work experience. Experience Details: Human resources, customer service, or related experience of which 1-2 years of it being in Human Resources or related functional or generalist experience
• High school diploma or GED
• Demonstrated working knowledge with Microsoft Office products is required (Word, Excel, Outlook)
• Demonstrated strong interpersonal, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees; position continually requires demonstrated poise, tact and diplomacy
• Ability to travel occasionally

Preferred:

• Knowledge of HR policies and procedures
• Knowledge of HR systems associate or bachelor’s degree in related field HR Certification, PHR, SHRM Experience working with HRIS System (Peoplesoft/Oracle), Taleo, Skillsoft, SuccessFactors
• Prior experience in multiple functional areas of Human Resources (for example, staffing, compensation, benefits)

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.