Human Resources Services Representative

Essential Functions

• Act as back-up in the supervisor's absence and as primary back-up to HRSS team members in the event of absence or vacancy.
• Primary channel for routine team, employee and manager inquiries regarding HR policy, processes and systems.
• Provide accurate, consistent and timely responses to inquiries via phone, mail, cases, chat or other means.
• Assist supervisor and employee with self-service support through providing guidance on portal & system navigation, and completing transactions in Workday.
• Perform basic administration processing, data input, such as time off requests and name changes.
• Complete and verification of required documentation and respond to business requests for employment verifications by a lender.
• Respond to and troubleshoot employee and manager-related transactions and issues: Workforce transactions, data corrections, and rescinds (new hires, onboarding, job changes, terminations, etc.).
• Support the resolution of discrepancies/ exceptions that deal with non-routine situations encountered by HRSS Representative.
• Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the HRSS team, and participate in the planning, testing and implementation of projects and new/revised services or processes.
• Employee data issues: organizational and personal data changes and job changes.
• Auditing or reviewing workflow and transaction processing (individual level).
• Keep case management system with up-to-date, accurate information on open cases until final case resolution.
• Maintain employee personnel documents and handle requests for employee file information.
• Assist with creating script communications for the HRSS reoccurring issues.
• Protect organization's value by keeping information confidential.
• Ensure work processes and SOPs are being followed and non-compliant items are escalated, as appropriate; recommend and update SOPs and OneNote with process changes.
• Other job duties as required and assigned.

Job Complexities & Impact

• Tasks are generally more complex in nature and usually involves some evaluation, originality and judgment
• Utilize interpersonal skills to interact with team, employees, and HR Community
• Utilize creative thinking skills to resolve problems and enhance work processes
• Must be able to simultaneously research, organize thoughts and information while listening/reading employee inquiry

Supervision Received or Extended

• No formal supervisory responsibility but is resource to less experienced team members
• Works under general supervision applying well established techniques, procedures or specific standards
• Work is reviewed for soundness of judgment and overall accuracy

Knowledge and Skills/Technology Used

• Shown ability to provide outstanding customer service, ensuring the customer's questions/concerns or issues are answered and/or resolved accurately
• Proven dedication and customer service to meet customer needs
• Ability to interact effectively with senior managers and above on HR transaction support
• Ability to make good decisions based on analysis, experience, and judgment
• Demonstrated initiative and commitment to improve service delivery efficiencies
• Demonstrated excellent verbal communications and listening skills via telephone; solid written communication skills
• Proficiency in MS Office and HRMS (Workday preferred); ability to multi-task using several applications while assisting a customer
• Flexible to adapt to work specified shift and extended hours as necessary
• Familiar with case management tools (e.g., Service Now, CRM tools)

Typical Education

• Associates Degree Required
• Bachelors preferred
• HR Certificate or PHR Certified a plus

Typical Range of Experience

• Minimum 2 years of human resources experience
• Minimum 2 years of customer service experience preferred
• Minimum 1 year of shared services experience preferred
• Have some experience in leadership role and peer mentoring
• Worked in a fast-paced environment; adaptable and dependable in an organization with constant upgrade/enhancement of technology features and service capabilities to its customers
• Worked in a metrics driven organization where continuous learning of new knowledge is key to providing an exceptional employee experience

Job Complexities & Impact

• Tasks are semi-routine, using established procedures and knowledge base to respond to cases, chats, phone calls, and emails.
• Must be able to simultaneously research, organize thoughts and information while listening/reading employee inquiry

Supervision Received or Extended

• No responsibility for the supervision of others
• Works under supervision applying established techniques, procedures or specific standards
• Work is reviewed for soundness of judgment and overall accuracy

The pay range for this role is $41,250.00 - $55,000.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.