APN Consulting has an immediate need for a direct client requirement:
Role: Employee Solutions Representative
Location: Remote EST/CST time zone Nashville/Hermitage preferred
Duration: 6 Months
Start date: April 1st 2024
Job Description
Responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience. Expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies. Expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries. Ensures information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS).
Responsible for educating callers and guiding employees on where information can be found on client's intranet site as well as resolving interactions on first contact or escalating high complex issues to the next level of support. While working in a call center environment, ensures that accurate documentation and summarization of all interactions is completed in the client Case Management System.
Additional Attributes to Be Successful in the Job Role:
" Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
" Ability to work independently and involving leadership when appropriate.
" Adherence to schedule provided by Workforce Management Team.
" High level of professionalism to deal with confidential information with appropriate discretion.
" Consultative approach of educating customers so that they make informed decisions.
" Excellent listening skills with the ability to ask questions in a non-demeaning manner.
" Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often "personal in nature customer support.
" Excellent problem solving, analytical, technical and research skills.
" Proven ability to work in an ever changing environment, empathize when needed, and remaining calm under pressure.
" Ability to work in a team environment with a client service focus.
" Focus on the customer's underlying needs by proactively seeking information from them.
" Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.
" Dedication to delivering a distinctive end-to-end customer experience.
Qualifications:
" Associates or Bachelor's degree preferred.
" Experience serving customers in a contact center via telephone and e-mail channels (chat/instant messaging delivery a plus).
" Proficient knowledge of benefit and retirement plans, human resource practice, leave and disability support, detailed understanding of payroll information and shared services delivery, preferred.
" Excellent oral and written communications.
" Excellent analytical and problem solving skills.
" Microsoft Outlook and Word experience required.
" Well-developed and professional interpersonal skills and demonstrates ability to interact effectively with people at all organizational levels of the client U.S. and Global Firms.
" Experience with Human Resources (Talent) systems, Payroll systems, and web-based employee self-service applications