The position is accountable for the provision of accurate and timely human resource management best-practice guidance and expertise on complex HR compliance inquiries. This role may manage a client base or handle customer inquiries via a central point of contact (phone, case, or chat system). Additionally, the role assists with on-the-job training for new hires and addresses the most complex HR compliance inquiries. It is highly involved in collaborative team projects, developing and enhancing resources and creating value-add products. This role is responsible for meeting established key performance indicator metrics as defined by management and for contributing to high Client Satisfaction Scores and surveys.
What you will do
- Provides customer service through phone, email, or chat delivering on-demand, timely, and valuable resolution and follow up to customers with questions on moderate to complex moderate HR compliance subjects.
- Leverage TriNet’s approved templates, resources, and product suite, in accordance with company guidelines, standards, and processes to ensure high-quality, consistent HR consultations and compliance.
- Utilize best practice guidance and options in multiple areas of HR compliance: employee relations, employer relations, Handbook/policies, PTO/Sick, PFL, EPLI, background checks, FLSA, LOA, etc.
- Assists in resolution of HR related operational concerns, provides relevant information, and makes recommendations for best practice guidance.
- Effectively transition and/or coordinate resolution of customer inquiries outside of scope with appropriate teams.
- Utilize Client Relationship Management system to document, manage, and resolve open cases, while keeping customers regularly informed of status and anticipated resolution timing.
- Partner with leaders to drive team metrics and success.
- Participate on collaborative projects to develop and enhance team resources and value-add products.
- Support HR consultants in resolving complex customer inquiries within the team including conducting root cause analysis as needed on issues and recommending process and service enhancements to the leadership team.
- Mentor and train new consultant colleagues on HR issue resolution and call center best practices. Support other HR consultants in resolving complex customer inquiries within the team including conducting root cause analysis as needed on issues and recommending process and service enhancements to the leadership team
- Assists with customer escalations and ensuring Service Level agreements are met including triaging ELT related escalations.
- Performs other duties as assigned.
- Complies with all policies and standards.
- Build and foster positive and effective business relationships with day-to-day operational contacts within assigned clients.
- Manage a client portfolio; identify issues that clients want solved and clearly define and communicate to the cross-functional team what the desired business outcomes should be.
- Meet with clients to understand their HR Operational business processes, business goals and objectives, issues and desired outcomes.
Education Qualifications
- Bachelor’s Degree or equivalent experience – Required
- Master’s Degree or equivalent experience – Preferred
Experience Qualifications
- Typically 6+ years Human Resources Generalist experience – Required
Licenses and Certifications
- SPHR or SHRM-SCP – Preferred
- PHR or SHRM-CP – Required
Skills and Abilities
- Ability to collaborate across teams and develop and enhance resources and create value-add products. (Advanced proficiency)
- Mentor new hires contributing to their success. (Advanced proficiency)
- Ability to effectively meet customer needs, taking responsibility for customer satisfaction (Advanced proficiency)
- Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution. (Advanced proficiency)
- Strong presentation/facilitation skills with the ability to adjust appropriately to the audience (Intermediate proficiency)
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.) (Advanced proficiency)
- Strong analytical and problem-solving skills (Intermediate proficiency)
- Ability to absorb new information quickly while working in a dynamic, growth-oriented environment (Advanced proficiency)
- Excellent interpersonal and communication skills (Advanced proficiency)
- Solid knowledge and understanding of both state and federal employment laws (Advanced proficiency)
- Proficient in Microsoft Office Suite (Intermediate proficiency)
- A demonstrated commitment to high professional ethical standards and a diverse workplace (Advanced proficiency)
- Ability to advise on HR compliance in all 50 states (Intermediate proficiency)
- Ability to support HR consultants in resolving complex customer inquiries, including conducting root cause analysis and recommending process and service enhancements (Intermediate proficiency)
Work Environment
- Work in clean, pleasant, and comfortable office setting. Position may be considered remote and require reliable and consistent internet service. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
The salary range for this role is $60,600 to $103,100. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.
A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.