Human Resources Service Center Representative

The Human Resources Service Center Representative in NFI’s HR Shared Service Center (My-NFI) provides quality customer service to NFI employees and managers by handling inbound/outbound calls related to pay, benefits and Human Resources, ensuring the callers’ needs are met in a timely manner. Also completes all transactional HRIS system processing as it relates to changes in organizational structure, benefits, HR or payroll in the UKG HRIS system. The Service Center Representative is the employee’s first point of contact and an advocate for problem resolution. The ideal representative exhibits patience, teamwork, motivation and an upbeat attitude.

• Handle inbound calls, identifying callers’ needs, resolving issues on first contact when possible or creating requests in HR Help (case management) for additional research or follow up.
• Make outbound calls for issue resolution and follow-up.
• Assist employees and managers with Employee Self Service (ESS) and Manager Self Service (MSS) transactions.
• Input data into UKG using SOP(s), complex matrices, and other reference documents to complete organization changes, benefit, payroll, personal or job data transactions that cannot be completed through ESS or MSS.
• Supporting reorganizations and other large-scale projects that require UKG HR data processing .
• Maintain electronic employee files and I9 files. Audit of the same to ensure compliance.
• Serve as conduit for state agencies in securing/providing requested information
• Support NFI Legal team by providing documents and reports in specified formats
• Interact with third-party vendors when needed to resolve employee issues.
• Complete assigned daily, weekly & monthly audits to audit HRIS system data
• Ability and availability to work occasional extended hours including nights and weekends.
• Punctuality and excellent attendance.
• Ability to maintain confidentiality

El Representante del Centro de Servicios de Recursos Humanos en el Centro de Servicios Compartidos de Recursos Humanos (My-NFI) de NFI brinda servicio al cliente de calidad a los empleados y gerentes de NFI al manejar llamadas entrantes y salientes relacionadas con pagos, beneficios y Recursos Humanos, asegurando que las necesidades de las personas que llaman se satisfagan de manera manera oportuna. También completa todo el procesamiento transaccional del sistema HRIS en lo que se refiere a cambios en la estructura organizacional, beneficios, recursos humanos o nómina en el sistema UKG HRIS. El representante del centro de servicio es el primer punto de contacto del empleado y un defensor para la resolución de problemas. El representante ideal exhibe paciencia, trabajo en equipo, motivación y actitud optimista.

• Associate’s Degree, HR Certification or equivalent work experience required.
• 2-3 years experience in a Call/Service Center or HR team environment.
• Must have knowledge of HRIS (UKG preferred)
• Experience with Microsoft Suite/ Google Workspace
• Basic familiarity in one or more of the following areas; employee benefits, leaves, payroll.
• Exceptional customer service skills and proven ability to perform in a fast-paced, high volume environment.
• Analytical and problem solving skills.
• Organizational skills including strong attention to detail and accuracy.
• Ability to work in a team environment to achieve goals.
• Bilingual positions - Spanish is required. Both verbal and written.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)