Execute customer service activities according to SLAs including but not limited to the following, answer and respond to all inquiries (phone, email, fax, mail) into the HR PSC.
Log all calls, requests and transactions into the case management system. Provide information and resolve any issue pertaining to these calls in a timely courteous and professional manner.
Follow appropriate escalation protocols as required.
Complete data maintenance and audit activities according to Service Level Agreements as related to data input to Workday, PeopleSoft HR, Human Resource Administration and Case Monitoring Systems.
Complete Hire / Onboarding Activities for employees.
Provide back-up support to the HR PSC Coordinators in preparing routine reports used to illustrate compliance with Sarbanes-
Oxley; monthly metrics reports for HR PSC management and payroll and data reconciliations.
Process data corrections in Workday.
File appropriate documents in personnel folders in accordance with SOPs. Track and follow up on missing forms required for personnel file.
Participate in project activities as assigned by management. Participation may include accountability for completion of tasks or acting as lead for small scale project activities.
Act as primary point of contact / lead for routine administrative tasks as assigned by supervisor.
Establish and maintain strong customer rapport with client groups
Assist in the update of documentation of PSC policies / procedures based on frequently asked questions or revised policies / procedures.
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