Human Resources Associate
Job DescriptionSUMMARYProvide human resources (HR) support to employees, in the form of accurate, consistent and timely responses via email and phone.
Interact directly with employees in a way that builds trust by providing exceptional customer service and accurate information.
ESSENTIAL DUTIES AND RESPONSIBILITIESIncludes the following:
Serves as the first point of contact for employees, dependents, former employees, beneficiaries and managers on HR related questions.
Receives inquiries via email and phone and responds in a manner that meets HResponse performance standards.
Records, tracks and documents inquiries and actions taken through to final resolution into the case management system.
Answers employee questions and resolves issues accurately, consistently and timely; escalates as needed and provides relevant information in order to efficiently address employee issues.
Asks probing questions to fully understand employee issues and pertinent background information; follows business processes with high attention to detail and uses multiple internal and external resources effectively to find accurate information.
Performs detailed research of employee issue, as needed.
Collaborates with other HResponse Team members to improve customer service and identify opportunities for process improvement and increased efficiency.
Recognizes consistent issues or problem areas and escalates to management to find effective solutions.
Educates employees and managers on available resources and encourages the use of HRM and self -service.
Represents the HResponse Team, Human Resources and Cherokee Nation Businesses in a positive manner.
Creates, updates and edits knowledge articles to ensure accuracy, relevance and consistency.
Performs outreach to employees as part of HR programs or initiatives, as needed.
Performs other job-related duties as assigned.
SUPERVISORY/MANAGEMENT AUTHORITYNo supervisory/management authority.
EDUCATION AND EXPERIENCEHigh School Diploma or General Education Degree (GED) and 1 to 3 years of human resources and/or call center experience or an equivalent combination of education and experience.
Associate's or Bachelor's Degree in human resources or related field is preferred.
Experience using case management system preferred.
Prior experience with benefits, compensation and/or talent acquisition preferred.
KNOWLEDGE, SKILLS AND ABILITIES Knowledge of HR principles and processes Knowledge of HR technologies including a Human Capital Management system and case management system.
Effective communication skills to interact to inquiries in a professional, courteous, effective manner.
Effective computer skills including working knowledge of all Microsoft Office products.
Ability to listen and respond with the appropriate level of empathy and concern, ensuring employees receive the highest level of service for their specific need.
Ability to build employee trust through professional, empathetic and personalized conversations.
Ability to provide extraordinary customer service in every interaction.
Ability to use good judgement to prioritize and escalate issues.
Ability to work with all levels of employees and leadership.
Ability to maintain a high level of responsibility, accountability and availability.
Ability to handle sensitive situations and information with the highest level of confidentiality.
WORK ENVIRONMENTThis position is primarily performed in a climate-controlled office setting.
Recommended Skills Active Listening Attention To Detail Business Process Improvement Business Processes Call Centers Case Management Systems Estimated Salary: $20 to $28 per hour based on qualifications.
Interact directly with employees in a way that builds trust by providing exceptional customer service and accurate information.
ESSENTIAL DUTIES AND RESPONSIBILITIESIncludes the following:
Serves as the first point of contact for employees, dependents, former employees, beneficiaries and managers on HR related questions.
Receives inquiries via email and phone and responds in a manner that meets HResponse performance standards.
Records, tracks and documents inquiries and actions taken through to final resolution into the case management system.
Answers employee questions and resolves issues accurately, consistently and timely; escalates as needed and provides relevant information in order to efficiently address employee issues.
Asks probing questions to fully understand employee issues and pertinent background information; follows business processes with high attention to detail and uses multiple internal and external resources effectively to find accurate information.
Performs detailed research of employee issue, as needed.
Collaborates with other HResponse Team members to improve customer service and identify opportunities for process improvement and increased efficiency.
Recognizes consistent issues or problem areas and escalates to management to find effective solutions.
Educates employees and managers on available resources and encourages the use of HRM and self -service.
Represents the HResponse Team, Human Resources and Cherokee Nation Businesses in a positive manner.
Creates, updates and edits knowledge articles to ensure accuracy, relevance and consistency.
Performs outreach to employees as part of HR programs or initiatives, as needed.
Performs other job-related duties as assigned.
SUPERVISORY/MANAGEMENT AUTHORITYNo supervisory/management authority.
EDUCATION AND EXPERIENCEHigh School Diploma or General Education Degree (GED) and 1 to 3 years of human resources and/or call center experience or an equivalent combination of education and experience.
Associate's or Bachelor's Degree in human resources or related field is preferred.
Experience using case management system preferred.
Prior experience with benefits, compensation and/or talent acquisition preferred.
KNOWLEDGE, SKILLS AND ABILITIES Knowledge of HR principles and processes Knowledge of HR technologies including a Human Capital Management system and case management system.
Effective communication skills to interact to inquiries in a professional, courteous, effective manner.
Effective computer skills including working knowledge of all Microsoft Office products.
Ability to listen and respond with the appropriate level of empathy and concern, ensuring employees receive the highest level of service for their specific need.
Ability to build employee trust through professional, empathetic and personalized conversations.
Ability to provide extraordinary customer service in every interaction.
Ability to use good judgement to prioritize and escalate issues.
Ability to work with all levels of employees and leadership.
Ability to maintain a high level of responsibility, accountability and availability.
Ability to handle sensitive situations and information with the highest level of confidentiality.
WORK ENVIRONMENTThis position is primarily performed in a climate-controlled office setting.
Recommended Skills Active Listening Attention To Detail Business Process Improvement Business Processes Call Centers Case Management Systems Estimated Salary: $20 to $28 per hour based on qualifications.
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