Duke Job Postings
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HR INFO CTR SPECIALIST
Job Title: HR INFO CTR SPECIALIST
Job Code: 0855
Job Level: 72
Revised Date: 09/06/2000
Job Family: JF 03
Act as a resource to internal and external customers in resolving transactions and customer service requests in the areas of pay, benefits, staffing and general human resources; provide sound interpretation and application of HR policies applying a broad base of human resources knowledge, judgment and initiative; process HR transactions, interacting with various departments to resolve human resource concerns.
Partner with Human Resource Information Center manager to further develop and integrate tools to increase customer awareness and satisfaction, as well as improve overall system and operating efficiencies.
Function as front line customer service representative for the Human Resources Information Center, respond to telephone and walk in inquiries from customers and departments and resolve issues and problems that require a broad base of HR knowledge. Work will require the ability to proactively resolve issues and seek answers. Process a high volume of HR transactions/changes in a timely and accurate manner; input changes and relevant information into the appropriate computer system according to operating procedures and Duke policies for multiple human resource transactions, including hiring, personnel changes, reclassifications, benefits enrollment/changes and related activities.
Help customers resolve delays in transaction processing due to incomplete forms or failure to complete all required activities through collaborative work with employees throughout the organization.
Make recommendations for process improvements to continuously improve efficiency and customer service.
Resolve routine and escalated customer service concerns utilizing expert customer service skills; utilize information systems and call center systems to resolve routine and complex customer concerns.
Establish and maintain accurate personnel records information. Interpret and apply HR policies when answering customer questions and processing transactions. Continuously learn and adapt to new policies and procedures required to process and resolve personnel transactions, inquiries and issues. Maintain a high level of confidentiality when researching and resolving customer concerns.
Provide on-going education and information to customers and provide training and education to departments throughout the university and health system.
Assist Human Resource Information Center Manager with special projects as assigned. Advocate and demonstrate behaviors that support Duke's core principles of teamwork, diversity, respect, learning and trustworthiness.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Work generally requires organizational, analytical and communication skills normally acquired through the completion of a bachelor's degree program.
Work requires a minimum of one year experience in Human Resources or one year in a production oriented, customer focused environment where organizational and multi-tasking skills were used on a regular basis.
Intermediate knowledge of Windows, MSWord, and the Internet. Strong preference for Lotus Notes, Resumix, and SAP. Prefer 1 year of call center or in-person customer service experience. Must demonstrate a commitment to deliver superior quality customer service, a high level of performance, the ability to work with diverse customers, and the ability to collaboratively problem solve and work in teams.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.