HR Shared Services Customer Intake Specialist

Highmark Health is seeking an HR Shared Services Customer Intake Specialist to respond to inquiries and requests from customers. The role involves providing exceptional customer service and support across various HR functional areas while ensuring timely and accurate transaction processing.

Responsibilities:

• Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees
• Assess and resolve customer inquiries and issues (via phone, email and chat) or escalate to the next level of service within the appropriate functional area as per the service delivery routing structure. Work with high quality and accuracy standards, capturing interactions within case management through case creation, update and closure
• Learn and understand HR functional area knowledge and be able to navigate finding and using content within the knowledge base, applying it to resolve inquiries efficiently and accurately
• Other duties as assigned or requested

Requirements:

• Bachelor's Degree- Business, Human Resources or related field
• 6 years of relevant experience in lieu of Bachelor's degree
• 2-5 years' of experience with Human Resources, or
• 2-5 years' of experience in call center/customer service
• Knowledge of case management processes
• Ability to work in a fast-paced environment while delivering quality results
• Maintain strict confidentiality with regards to work processes and employee information
• Excellent customer service skills
• Strong interpersonal skills to build and retain effective working relationships with customers and team members
• Business, Human Resources or related field
• Experience with Workday or any other HR database or platform system
• Translate & interpret foreign language (preferred)
• PHR/SPHR or Workday Certification