People Solutions Assistant
People Solutions Assistant
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Job Description
The role requires a thorough working knowledge of People Culture and Belonging (PCB) processes technologies operating procedures and government requirements to assist customers with PCBrelated issues or questions. This position is also heavily involved in all aspects of Section 2 of I9s coordinating the process for new hires and rehires to ensure completion by the third day of employment.
Hybrid Work Arrangement
This position will be hybrid as much as possible. However the chosen candidate must remain flexible and able to be in the office up to 5 days per week as needed. The current hybrid schedule is 3 days in the office and 2 days at home with certain periods requiring 5 days per week in the office.
Duties and Responsibilities
- Provide general information and answer routine questions regarding the application of People Culture and Belonging policies and procedures to employees. Refer questions or concerns requiring policy interpretation to the appropriate department or Centers of Excellence (COE).
- Redirects information requests that fall outside of PCB to the appropriate department website or person.
- Assist diverse university population with timecard issues and if necessary provide contact information of HCM in their department.
- Provide excellent customer service to internal and external customers through an intake process ensuring the issue is sent to the appropriate subject matter expert for followup or is addressed within the Desks Service Level Agreement (SLA).
- Collaborate with all PCB units to ensure satisfactory customer support and internal SLAs and Key Performance Indicators (KPIs) are met.
- Provide employment verification information or letters when information is not found in the verification system and complete public student loan forgiveness forms in a timely and accurate manner.
- Complete daily separation notices following the process outlined in the standard operating procedure.
- Maintain Desk OneNote document with current and updated information.
- Organize follow through and complete all aspects of Section 2 of I9s ensuring hires I9s are completed by the third day of employment and international workers I9s are completed and uptodate.
- Use all systems and software in a responsible and confidential manner to provide accurate information to customers and colleagues following federal local and university policies regulations and guidelines.
- Utilize Microsoft Office software especially Outlook Teams Word Excel and PowerPoint to support assigned tasks.
Supervisory Relationships
This position does not have supervisory responsibility. The position reports administratively and functionally to the Administrative Manager.
Education and Certifications
- High School Diploma is necessary
- Bachelors degree from an accredited institution of higher education is strongly preferred
Qualifications
- At least one year of previous highvolume customer service experience is necessary
- Experience delivering excellent customer service inperson over the phone and via intake process is necessary
- Excellent oral and written communication skills including the ability to clearly and concisely answer questions and convey information is necessary
- Demonstrated organizational and followup skills is necessary
- Ability to multitask with attention to detail and accuracy is necessary
- Ability to establish and maintain cooperative working relationships with other staff and strategic partners is necessary
- Ability to work collaboratively within a team environment and independently is necessary
- Advanced computer skills including proficiency with Microsoft Office is necessary
- At least one year of previous People Experience (HR) is preferred
- Experience with Section 2 I9 completion and review including knowledge of international workers I9 requirements is preferred
- Previous experience with Oracle HCM is preferred
Employment Type
Full-Time
