The role requires a thorough working knowledge of People, Culture and Belonging (PCB) processes, technologies, operating procedures, and government requirements to assist customers with PCB-related issues or questions. This position is also heavily involved in all aspects of Section 2 of I-9s, coordinating the process for new hires and re-hires to ensure completion by the third day of employment.

Hybrid Work Arrangement
This position will be hybrid as much as possible. However, the chosen candidate must remain flexible and able to be in the office up to 5 days per week as needed. The current hybrid schedule is 3 days in the office and 2 days at home, with certain periods requiring 5 days per week in the office. The hybrid schedule requires reliable transportation. 

Duties and Responsibilities
• Provide general information and answer routine questions regarding the application of People, Culture and Belonging policies and procedures to employees. Refer questions or concerns requiring policy interpretation to the appropriate department or Centers of Excellence (COE).
• Redirects information requests that fall outside of PCB to the appropriate department, website or person.
• Assist diverse university population with timecard issues and, if necessary, provide contact information of HCM in their department.
• Provide excellent customer service to internal and external customers through an intake process, ensuring the issue is sent to the appropriate subject matter expert for follow-up or is addressed within the Desk's Service Level Agreement (SLA).
• Collaborate with all PCB units to ensure satisfactory customer support and internal SLAs and Key Performance Indicators (KPIs) are met.
• Provide employment verification information or letters when information is not found in the verification system and complete public student loan forgiveness forms in a timely and accurate manner.
• Complete daily separation notices following the process outlined in the standard operating procedure.
• Maintain Desk OneNote document with current and updated information.
• Organize, follow through, and complete all aspects of Section 2 of I-9s, ensuring hires' I-9s are completed by the third day of employment and international workers' I-9s are completed and up-to-date.
• Use all systems and software in a responsible and confidential manner to provide accurate information to customers and colleagues, following federal, local, and university policies, regulations, and guidelines.
• Utilize Microsoft Office software, especially Outlook, Teams, Word, Excel, and PowerPoint, to support assigned tasks.

Supervisory Relationships
This position does not have supervisory responsibility. The position reports administratively and functionally to the Administrative Manager.

Education and Certifications
• High School Diploma is necessary
• Bachelor's degree from an accredited institution of higher education is strongly preferred

Qualifications
• At least one year of previous high-volume customer service experience is necessary
• Experience delivering excellent customer service in-person, over the phone, and via intake process is necessary
• Excellent oral and written communication skills, including the ability to clearly and concisely answer questions and convey information, is necessary
• Demonstrated organizational and follow-up skills is necessary
• Ability to multi-task with attention to detail and accuracy is necessary
• Ability to establish and maintain cooperative working relationships with other staff and strategic partners is necessary
• Ability to work collaboratively within a team environment and independently is necessary
• Advanced computer skills, including proficiency with Microsoft Office, is necessary
• At least one year of previous People Experience (HR) is preferred
• Experience with Section 2 I-9 completion and review, including knowledge of international workers' I-9 requirements, is preferred
• Previous experience with Oracle HCM is preferred

This position involves occasional light lifting and typical physical activities associated with an administrative role. Tasks may include bending, prolonged computer use, and lifting or storing items like water bottles, soda, and printer paper as needed.

Commitment to Equity, Diversity, and Inclusion
At Vanderbilt University, we are intentional about and assume accountability for fostering advancement and respect for equity, diversity, and inclusion for all students, faculty, and staff. Our commitment to diversity makes us who we are.  We have created a community that celebrates differences and lets individuality thrive. As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. The diverse voices of Vanderbilt represent an invaluable resource for the University in its efforts to fulfill its mission and strive to be an example of excellence in higher education.

Vanderbilt University is an equal-opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other characteristic protected by law.

Please note, all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification.