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Drexel University HR Service Center Representative I in Philadelphia, Pennsylvania

HR Service Center Representative I Job no: 495562 Work type: Full-Time Location: University City - Philadelphia, PA Categories: Finance and Administration, Drexel UniversityAbout DrexelDrexel is a comprehensive global research university ranked among the top 100 in the nation. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel is one of Philadelphia's top 10 private employers, and a major engine for economic development in the region. Drexel has committed to being the nation's most civically engaged university, with community partnerships integrated into every aspect of service and academics.Job SummaryThe (HRSC) Human Resources Service Center Representative I interacts with a diverse set of customers in support of in-bound telephone calls and emails from faculty, professional staff, students and retirees regarding Human Resource, Benefits, Recruiting, and HR/Benefits applications inquiries.The HRSC representative is responsible for responding and resolving all tickets submitted to HR Service Center. HRSC representatives will perform data entry of HR information including new hires, terminations, job changes, personal data changes, benefit deduction changes, etc. HRSC representatives will participate in the administration of benefit programs including 403B, COBRA, leave of absence, and tuition reimbursement.Essential FunctionsResponds to associate inquiries submitted via phone, email, postal service, etc. related to HR Systems (Banner) Benefits, Compensation, Talent Acquisition, Performance Management, and general HR policy and procedures questions in a timely and efficient manner. Prioritizes issues and escalate issues as necessary.Take ownership of the customer issue or problem to identify and drive to a possible win-win solution. Take the frontline responsibility for problem identification and elimination.Possess an understanding of the HR System applications, Recruiting, Benefits /Leave processes and administration to ensure compliance and reduce company exposure.Use appropriate software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. Accountable for 100% of contact transaction documentation daily.Verify customer identity and maintain confidentiality and confidential information. Monitor customer satisfaction levels and participate in developing improvement plans.Data entry/collection of all associate changes to include new hires, terms, job changes, personal data changes, benefits.Ensures accuracy of all Personal Action Form transactions. Communicates with management on corrections and/or clarifications of job data to ensure Drexel policies and procedures are adhered to.Maintains a working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.Other duties as assigned.Required QualificationsHigh School Diploma or GEDMinimum of 2 years' experience in Human Resource Call Center and/or HR Service Delivery preferred.Experience with Microsoft Office applications (Word, Excel, Access, etc.) required.Strong communicator both verbal and written with strong listening skills. Good problem solving skills.Proven ability to multi-task and work in an ever changing environment. Scheduling flexibility to include working overtime based upon client demands (e.g. seasonal open enrollment periods).Ability to work in a team environment with a client service focus. Knowledge of HRIS and web-based employee self-service applications.Good analytical skills needed to manage time well, prioritize effectively and handle multiple deadlines.Basic knowledge of employee benefits, employment practices and recruitment.Interacts with co-workers, visitors, and other staff consistent with the core values of the University.Preferred QualificationsBachelor's degree in HR or business related field preferred.Physical DemandsTypically sitti