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 or more of the following core programs supported by the HR Solutions Center:
Resolve employee inquiries – efficiently interact with employee and leaders via phone, chat, email, or other channels to answer HR related questions and resolve problems during first contact.
Manage the compliance requirements for new hires and other for-cause reviews – Initiate and adjudicate background check and health screens 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.
Hiring & Social Security – Work closely with talent acquisition and payroll teams to perform the hire process and enroll the employees in front of the social security entities.
Coordinate Onboarding activities – Provide support to new employees throughout the onboarding process, audit, and track onboarding activities to ensure the timely completion of all required new hire documents.
Manage Leave of Absence processes – provide guidance to employees and leaders regarding LOA processes and policies, manage LOA reporting, process payments, and execute other LOA related transactional work as needed.
Manage internal recruiting activity for the business – provide full-cycle internal recruiting services to leaders including management of intake meetings, job postings, candidate screenings, interview process, debrief meetings and job offers.
Coordinate and schedule candidate interviews – partner with recruiters and leaders to fulfill interview scheduling requests and manage onsite candidate experiences.
Provide process support for vital programs in the HR Backoffice – Manage Employee Referral program payments, create offer letters for inline promotions, respond to information requests related to unemployment/garnishments/verification of employment, support electronic document processes, and execute other HR Back Office transactional work as needed.
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.
Participate in process improvement projects to drive efficiency and customer experience outcomes.
Display dependability by being punctual and achieving an appropriate level of attendance.
Maintain ownership of cases or other increments of work through resolution
Requirements:
Bilingual (English and Spanish)
Eighteen (18) months experience in Human Resources related experience in any of these processes: Due Diligence, Hiring, Social Security, Onboarding, Leave of Absence, Lateral Moves and Promotions, Terminations, Employee benefits, HR Backoffice.
Strong verbal and written communication skills (in both English and Spanish)
Proficient in Microsoft Outlook, Word, and PowerPoint
Intermediate working knowledge of Microsoft Excel
Strong computer skills
Bachelor's Degree with industry experience.
Six (6) months experience using various HR systems related to recruiting, benefits, core HR or payroll
Strong ability to ask probing questions to aid in problem solving
High level of attention to detail
Excellent customer service skills