Career Center

Essential Functions: JOB PURPOSEThe HR Customer Relations Advocate Serves as tier one resource responding to customer questions related to Human Resources programs, processes and procedures. Manage phone calls, email and Customer Relations Management case inquiries. Investigates and resolves specific problems or issues between employees and appropriate vendors. Provides quality customer service to employees by researching inquiries and resolving basic issues. Performs responsible administrative support work requiring the application of complex methods and procedures. This position reports to the Associate Director, Benefits & Wellness. ESSENTIAL FUNCTIONSServe as a customer advocate for the HR Service Center. Provides guidance and answers baseline inquiries (benefits, wellness programs, compensation, recruitment and selection process, completion of on-line applications, The Work Number, FMLASource, utilization of On-line Hiring System, position postings, applicant screening, and employment eligibility) from staff, faculty, retirees, managers, applicants and the general Wayne State Community via email, walk-in, telephonic or web. Directs complex cases to the appropriate Client Services (S/C/D) or Centers of Excellence Specialists. Collaborate with team members to resolve transactional problems (medical enrollments, employment transactions, FMLA Source, Online Hiring System (OHS), etc.) Update client information (address changes, names changes, dependent changes, etc.) Processes, verifies and maintains on-line hiring and benefits transactions. Data enters information into online computer tracking systems (CRM, Banner/HRIS, self-pay online system, and carrier online systems).Contacts insurance carriers and related agencies to notify of changes to employees benefit coverage; resolves problems as they occur. Provide weekly Benefits & Wellness presentations for campus-wide Open Enrollment and New Hire Orientation, and special orientation presentations for S/C/D.Supports University tuition benefits program: determines eligibility, calculates benefits, and processes tuition benefits forms.Performs other duties as assigned.Documents human resource actions by completing forms, reports, logs and records. (Medicare forms unemployment questions, Freedom of information Act requests)Provides administrative support as follows: Receives and distributes incoming mail, participates in departmental mailings, prints, collates, and distributes open enrollment and new hire orientation documents. Assists with implementation of HR business processes, systems and workflow changes, upgrades and enhancements.WORK CONTEXTJob Reports to: Associate DirectorCustomer Accountability: Interfaces with customers outside the S/C/DFreedom to Act: Subject to regular review by supervisor

Qualifications: EDUCATIONAssociate's degree or equivalent combination of education and experience.EXPERIENCEMinimum of two years human resources experience in a business or university. Previous office experience including usage of human resource management systems.KNOWLEDGE, SKILLS AND ABILITIESCommunication Skills - Ability to communicate effectively with others, both verbally and in writing. Ability to maintain a high-level of responsiveness to customer concerns and complaints.Presentation Skills - Create, modify, and present PowerPoint presentations capturing overview of WSU's benefit programs professionally and accurately. Analytical Skills - Highly effective analytical skills, ability to quickly identify and understand problems and select appropriate resolutions.Interpersonal skills - Skilled at working with internal and external customers and providing excellent customer service. Ability to answer and respond to telephone and walk-in informational inquiries and requests. Ability to work independently and in a team environment. Must demonstrate and possess a high level of professional integrity, ethics and confidentiality.Technical Skills - Considerable knowledge of and the ability to use standard business software and computer applications. Proficient in the use of HRIS systems and HR business software tools (e.g. applicant tracking) and Microsoft office suite. Ability to data enter with speed and accuracy.Organizational Skills - Ability to prioritize work assignments, possess keen attention to detail.Business Skills - Some knowledge of University policies and procedures. Some knowledge of applicable laws, regulations, and human resources functions, policies and practices.Teamwork - Ability to collaborate effectively with colleagues within the division and central units; ability to produce high quality and consistent results with assistance of team members; provide support to teammates when tackling complex projects.

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