HR Solutions Expert

The Solutions Expert is responsible for providing outstanding service experiences in a HR shared service center. Following defined processes and work instructions, master various HR and service systems to perform and track work, providing excellent customer service, while managing customer and stakeholder expectations are essential functions of the role. The Solutions Expert will also work with other teams to provide service or resolve employee issues.

**Primary Responsibilities**

**Provide excellent service and demonstrate mastery of **one core program** supported by the HR Solutions Center**
- **Resolve employee inquiries in the contact center** - efficiently interacting with employee and leaders via phone, chat and ticket to answer questions and resolve problems during first contact.
- ** Manage the compliance requirements for new hires and other for-cause reviews - **Initiate and adjudicate background check as appropriate, review findings against Asurion standards, make pass/fail determinations in partnership with HR experts or Legal team. Manage escalated issues in partnership with leadership.

**Provide excellent service **in some of the support programs** managed by the HR Solutions Center**
- **Provide new employee onboarding support -** Manage I-9 processes per guidelines, update HR systems to ensure accuracy when employees do not start on day 1, provide onboarding concierge services to professional new hires as appropriate, supporting day 1 onboarding for corporate hires.
- ** Processing various invoices for payment and managing purchase orders to support HR operations -** Review invoices with business partners, manage timely processing in the finance system, list invoices for accrual by finance as appropriate, create and maintenance purchase orders as appropriate.
- ** Perform process support activities for various vital programs -** Manage the Employee Referral Program payment process, maintain the Job Description Library, create various offer letters for inline promotions, respond to information requests related to unemployment/garnishments/verification of employment, support electronic document processes as appropriate.

**_ Manage confidential information, improve processes, dependability and owning resolution of issues _**
- **_Handle personally identifiable information_**_ (“PII”) that pertains to any individual (e.g. employees, job applicants, customers, etc.) in accordance with Asurion’s internal Privacy Policy, Information Privacy Standard, and public facing privacy policies. Complete any required privacy training. Promptly report any known or suspected loss, theft or unauthorized disclosure or use of PII to Global Security & Risk - Privacy Team_
- **_ Participate in process improvement projects _**_to drive efficiency and customer experience outcomes. _
- **_Display dependability _**_by being punctual and achieves an appropriate level of attendance._
- **_ Maintains ownership _**_of cases or other increments of work through resolution _

**_Requirements: _**
- _Twelve (12) months experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment, or twelve (12) months Human Resources related experience with employee benefits or recruiting experience strongly preferred._
- _ Bachelor's Degree or high School Diploma with industry experience, or a combination of education and industry experience._
- _ Six (6) months experience using various HR systems related to recruiting, benefits, core HR or payroll _
- _Strong computer skills _
- _Strong verbal and written communication skills_
- _ Proficient in Microsoft Outlook, Word and PowerPoint_
- _ Intermediate working knowledge of Microsoft Excel_
- _ Strong ability to multi-task as well as excellent organizational skills_
- _ Strong ability to ask probing questions to aid in problem solving _
- _High level of attention to detail_
- _ Excellent customer service skills (honor commitment, engage & listen, respect, own resolution)_