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Job Title - Customer Service Rep
Job Location - 800 Nicollet Mall, Minneapolis, Minnesota, United States of America, 55402-7020
Job Duration:3 months possibility for extension
Job Type: Hybrid role
Work Schedule: Monday through Friday, 9:00 AM - 5:30 PM CST
First 5 weeks of training will be fully onsite After training, hybrid schedule available: 3 days onsite and 2 days remote
Payrate:$20 /hr
Job Description -
Location: Downtown Minneapolis, MN
Parking – Does have access to public light rail and city bus. If you use the Iparkit app it helps find parking and the rate range from $8-$10/day
Interviews -- 1 panel interview via Teams, possible 2nd in person
Purpose: Provide first point of person-to-person “high touch” customer service to employees, retirees, managers, line of business HR and external clients.
Scope: Offer prompt, courteous customer service regarding HR, payroll, and basic benefit inquiries and issues to over 70,000 U.S. and Canada based employees.
Ideal Candidate Profile
The successful candidate will have experience in a fast-paced customer service or contact center environment, strong HR vocabulary and knowledge, experience navigating HR systems such as Workday, and a passion for helping employees resolve questions and concerns through outstanding customer service.
Areas of Responsibility:
Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email. Utilize HR case management system to document and escalate as needed following the appropriate processes.
Educate employees on HR Services and self-service tools available to them such as the HR portal and other systems as needed.
Research and resolve inquiries within defined service levels. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation.
Accurately document inquiries and answers provided.
Utilize multiple online systems and data sources to perform research to ultimately resolve inquiries.
Work independently on most routine tasks.
Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management.
Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.
Core Behaviours:
Agility & Innovation: Adapt quickly to changing priorities; create new and better ways for the organization to be successful
Collaboration: Build partnerships and promote a culture of teamwork to drive one U.S. Bank.
Customer Centricity: Build strong customer relationships and deliver customer centric solutions
Drive for Results: Hold self and others accountable to consistently achieve meaningful results
Ethics & Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity
Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged
Talent Development & Engagement: Create a climate where people are motivated to help the organization achieve its objectives
Minimum Qualifications:
2-year college or post-secondary course work in related field or applicable work experience.
Strong PC skills, preferred experience working in Workday.
Established vocabulary of general HR terminology (recruitment, payroll, benefits)
Strong verbal and written communication skills
Excellent interpersonal skills with and a customer service approach to problem solving.
Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information
Preferred Qualifications:
Bachelor’s degree
3 years of Customer Service experience
Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits.
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