Employee Services Associate - People Excellence (HR)

Location: San Antonio, TX
Regular/Temporary: Regular
Job ID: 13209
Full/Part Time: Full Time

Org Marketing Statement

The University of Texas at San Antonio is a Tier One research university and a Hispanic Serving Institution specializing in cybersecurity, health, fundamental futures, and social-economic transformation. With more than 35,000 students, it is the largest university in the San Antonio region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public service, and with an intentional focus on career readiness the university produces more graduates for the workforce than any other institution in the region. It is a catalyst for socioeconomic development and the commercialization of intellectual property - for Texas, the nation and the world. UTSA has been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UTSA Today or on X (formerly Twitter), Instagram, Facebook, YouTube or LinkedIn.

In 2024, the UT System Board of Regents authorized UT System to begin integrating UTSA and UT Health San Antonio into one unified institution, establishing a world-class university that integrates academic, research, and clinical excellence to build a profoundly impactful university of the future. Driven by a vision for growth and impact, this merger will expand capacity to offer robust undergraduate and graduate programs, attract top-tier faculty and staff, develop innovative initiatives, and elevate transdisciplinary research to address the evolving needs of the region.

Posting End Date: Applications will be accepted through 11:59 PM CDT on 3/21/2025. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications have been received.

Salary Range: $40,500/Annualized, commensurate with education, experience and qualifications.

Hours: 40 hours per week, non-exempt.

Required Application Materials:

• Resume is required.
• Cover letter is preferred.

Essential Functions

Job Summary

Responsible for ensuring timely and accurate delivery of information to employees within a call center setting. Utilize a case management system to process, document and resolve inquiries. Responsible for overseeing a variety of HR related services to include benefits, leave administration, eForms, records requests, LMS administration, etc. Provide customer service support, to employees and retirees, through a shared service center environment. Will process and complete a variety of HR-related services and transactional procedures.

Core Responsibilities

• Serve as the first point of contact within a call center environment for employee and retiree questions and concerns related to People Excellence. Communicate and provide timely and accurate information related to a variety of inquiries, to include, but not limited to benefits, leaves, eForms, records, and training.
• Accurately and efficiently review, input, and approve departmental eForm transactions while ensuring data integrity for the purposes of employee payroll records.
• Deliver exceptional customer service within a call center setting by answering employee phone calls, emails, and inquiries through various channels and clearly document request/questions and resolutions provided into the case management system. Escalate issues for resolution, as needed.
• Manage required employee forms and processes, such as I-9's, eVerify, visa documents, onboarding packets, benefits, and FMLA.
• Assist departments with the criminal background check (CBC) process; ensure CBC requests are submitted accurately and timely.
• Accurately process employment verification request, state service request, open records, and subpoena request in a timely manner.
• Maintain automated campus personnel records.
• Assist in the continuous development and improvement of information and processes required to perform quality service delivery.
• Assist with special projects as needed.
• Provide mandatory annual reporting, such as IPEDS and state required reports
• Performs other duties as assigned.

Required Qualifications

• High School or GED equivalent from an accredited institution.
• At least 1 year of experience, in human resources, customer service and/or transactional environment that requires attention to detail, a high level of accuracy, and experience in serving customers.

Preferred Qualifications

• Associate's degree (60 college hours) from an accredited institution or two years of related experience.
• Experience and proficiency in the PeopleSoft HRMS platform.

Knowledge Skills & Abilities

Required:

• Demonstrated ability to analyze and solve problems to achieve first call resolution.
• Excellent customer focused communication skills (patience, attentiveness, courtesy).
• Ability to respond to challenging conversations with managers and employees confidently, effectively and professionally.
• Strong collaboration and teamwork skills.
• Ability to identify process improvements and look for more efficient solutions to problems.
• Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.
• Ability to handle transactions, such as Contract Workers, terminations, life cycle changes, hires and manage probation periods.
• Ability to handle/resolve cases by proactively researching any history or other available data, collaborating with other PE SMEs as necessary.
• Proficiency in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint.

Preferred:

• Demonstrated customer service experience working in a shared service environment.
• Knowledge with a case management platform.
• Strong understanding/knowledge of HR disciplines through training and experience.

Additional Information

• UTSA is a tobacco free campus.
• This is a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Working Conditions

Working Environment:

• Office environment.

Physical Demands:

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and standing are required, only occasionally.

This position will require working both remotely in Texas and on campus (approximately five or more days on campus per month). Travel and parking expenses are the employee's responsibility. Applicants must be adaptable and open to working in both environments.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons with disabilities.