Hr Answer Center Splst

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Summary

Job Summary The HR Answer Center Specialist serves as the primary point of contact for current and former team members seeking assistance with Human Resources programs, policies, systems, and services. The position provides Tier 1 and Tier 2 HR support by responding to inquiries, researching and resolving issues, troubleshooting problems, and providing guidance through multiple service channels, including phone, email, ticketing systems, and walk-in interactions.

The specialist partners with Human Resources subject matter experts, program owners, and business partners to ensure timely and accurate resolution of team member requests, escalating complex issues as appropriate. The role maintains knowledge resources and procedures, supports front desk and HR service operations, performs HR transactions within the ERP system, and provides administrative and HR records support during periods of high volume or operational need.

The position maintains a professional and courteous demeanor while delivering exceptional customer service to team members and stakeholders.

Minimum Experience Required High School Diploma/GED Minimum of two (2) years of experience in Human Resources, HR service/shared services, customer or contact center support, or related business administration.

Preferred Experience Three (3) or more years of experience in Human Resources, HR shared services/service center, contact center, or a related customer service environment, including experience resolving inquiries and collaborating across functional areas.

Experience interpreting policies and procedures and consulting with subject matter experts to resolve complex inquiries.

Experience supporting HR records, document management, front desk, or administrative HR operations preferred.

Responsibilities Responds to HR Related Inquiries for existing Team Members, former Team Members, and applicants/candidates.

Responds to inquiries received via phone, email, ticketing system, and walk-in interactions.

Provides Tier 1 and Tier 2 HR support to current team members, former team members, applicants, candidates, managers, and stakeholders.

Analyzes and resolves HR inquiries and service requests using HR policies, procedures, and system knowledge.

Documents inquiries and service requests in the ticketing system and maintains cases in accordance with established service level agreements (SLAs), documentation standards, and department procedures.

Collaborates with subject matter experts to provide accurate guidance and resolution.

Escalates issues requiring specialized expertise when appropriate.

Provides HR Systems Support and Guidance Provides guidance, troubleshooting, and Tier 1 support for HR systems, self-service tools, recruiting, benefits, learning, and other HR technology platforms.

Assists team members, managers, and stakeholders with system navigation, transaction support, and issue resolution; escalates complex technical issues as appropriate.

Maintains Knowledge of HR Programs, Policies, and Regulations Maintains current knowledge of HR programs, policies, procedures, and applicable regulations.

Coordinates intake of new and updated HR programs, policies, and procedures; maintains related knowledge resources, reference materials,…