Serves as the first point of contact for employees reaching out to Human Resources for support. Provides resources and solutions to inquiries and maintains documentation. Escalates issues as needed and helps identify opportunities for HR Business Center process improvements. Assists with resolving employee issues related to HR policies and procedures, HR systems, compensation, payroll, benefits, and recruitment.

Essential Duties:

• Provides clear, efficient, and courteous support to employees who reach out to human resources with general questions. Opens cases and enters all required information to ensure clear records of employee cases are maintained, diligently following up and resolving cases in a timely manner. Updates cases throughout resolution process with information gathered from customer follow-ups. Asks questions and seeks support when faced with unfamiliar requests. Adheres to all HR service level agreements.
• Discerns next steps toward resolutions, escalating complex requests for additional support to HR Business Center Representative II or Center of Excellence. Expands HR knowledge through continuous learning opportunities and assistance in authoring new knowledge articles and documents.
• Troubleshoots and resolves simple and routine issues using knowledge of HR policies and procedures, HR systems, and internal HR processes.
• Provide employees with accurate, consistent and timely responses and explanations regarding HR related questions and issues on policies, processes and procedures, with the goal to solve the question or issue at the first initial contact.
• Uses HR service technology to complete daily work and log information about employee inquiries, cases, and interactions (i.e., ServiceNow, Telephony, Workday, and Kronos).
• Conducts transactions and data updates within the HR human capital management system.
• Responsible for data entry and data integrity of information within the organizations human capital management systems.
• Assists in auditing HR Business Center data and ensure accuracy of information through on-going audit procedures.
• Answers phone calls and e-mails from employees, managers, leaders and HR staff regarding benefits, HR questions, payroll, onboarding, performance management, recruiting, and reporting.
• Performs other duties as assigned.

Required Qualifications:

• Req High school or equivalent

• Combined experience and education may substitute for minimum educational requirements.

• Req 1 - 3 years Hands-on Human Resources and/or customer service related experience.

• Req Excellent customer relations, interpersonal, and conflict management skills
• Req Basic computer skills including word processing, spreadsheets, and databases with strong data entry skills and experience.
• Req Demonstrated ability to exercise discretion with confidential information.
• Req Detailed oriented and experienced managing multiple tasks simultaneously.

Preferred Qualifications:

• Pref Bachelor's degree Degree in Human Resources Management, Business Administration or related field

• Pref 1 year Hospital or healthcare experience

• Pref Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements.
• Pref Knowledge of Workday, Kronos, and ServiceNow or other case management software.
• Pref Experience working in a fast-paced environment with rapidly changing priorities with the ability to triage requests and inquiries and route them to appropriate parties.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

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About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

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