HR Customer Support Analyst

Seeking a Customer Support Analyst for an HR department in our client in the banking industry in Columbia, SC.

Work arrangement:

• Hybrid: Onsite Tuesday, Wednesday, Thursday. Remote Monday and Friday.
• W2 position; 6 months

Position description:

• The HR Customer Support Analyst provides quality support with a high degree of customer satisfaction by addressing HR-related inquiries and resolving issues in a timely and professional manner for association, bank, and external customers.
• Logs and documents all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures.
• Has frequent contact with internal and external customers, peers, and managers.
• The HR Customer Support Analyst serves as the first point of contact for HR-related questions, including those related to payroll, benefits, compensation, HR systems, and policies, ensuring a positive employee experience and efficient resolution of cases of the bank.

Duties and responsibilities:

• Use multiple system tools to search and troubleshoot questions and issues of systems and applications. Ensure the customer’s issue is fully resolved for all requests. Serve as a Core Support Services employee under the HR Business Continuity Plan and is available to provide support when the Bank operates under this plan.
• Respond to employee HR questions via phone, email, and case management systems, maintaining a high standard of professionalism and confidentiality.
• Guide employees in using self-service tools within the HRIS for tasks such as updating personal information, accessing pay slips, and managing benefits.
• Troubleshoot basic system issues and escalate technical problems to the HR technology team when necessary.
• Escalate complex issues to HR subject matter experts or leadership as needed, ensuring follow-up and resolution.
• Collaborate with HR teams to develop resources, FAQs, and training materials to improve self-service capabilities.
• Identify recurring issues or trends and recommend process improvements to enhance the employee experience.
• Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and Human Resources.
• Accountable for personal self-development to include maintaining first level knowledge skill set for supported systems.

Required knowledge, skills, and abilities:

• Education and/or experience equivalent to an Associate degree in Human Resources or Business Administration.
• Experience in customer support/call center environment preferably dealing with any of HR functions, including benefits, payroll, and HR systems; 1-3 years of experience in HR, customer service, or related roles.
• Certified Help Desk Professional preferred. HIPPA Certification via the Career Café annually.
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management.
• Strong customer service orientation; desire to embrace technology as a means of improving service.
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment.

Job Type: Contract

Pay: $20.00 - $24.00 per hour

Schedule:

• 8 hour shift

Work Location: In person

Salary : $20 - $24