HR Service Center Associate II - HR Services & Operations

HR Service Center Associate II | HR Services & Operations

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Date: Jan 8, 2025

Location: PHOENIX, AZ, US, 85004-3903

Company: APS

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

HR Service Center Associate II | HR Services & Operations

Are you passionate about delivering exceptional support and ensuring smooth HR operations? Join our team as an HR Service Center Associate II, where you'll play a pivotal role in supporting employees, leaders, retirees, and dependents while ensuring the accuracy and efficiency of HR processes.

What Your Day Will Look Like

You are responsible for:

• HR Support: Act as the first point of contact via phone and email for inquiries related to HR policies, benefits, payroll, and other employee services, providing timely and accurate information.

• Transaction Processing: Perform daily administrative tasks for various HR programs and benefits, ensuring data integrity and adherence to established timelines.

• Problem Resolution: Address and resolve issues related to HR and benefits programs, escalating complex matters to subject matter experts as needed.

• Compliance & Accuracy: Maintain accurate records and ensure transactions comply with company policies, procedures, and regulatory requirements.

• Process Improvement: Identify opportunities to streamline HR processes and enhance the employee experience.

The kinds of people we want to talk to have done many of the following:

• HR Expertise: Familiarity with HR policies, programs, and benefits administration, with a proven ability to provide clear guidance to employees and stakeholders.

• Customer Focus: Strong commitment to delivering exceptional service, with excellent communication and problem-solving skills.

• Attention to Detail: Demonstrated ability to process and manage high volumes of data with accuracy and confidentiality.

• Tech Savvy: Proficiency in HR systems and tools, with the ability to learn new technologies quickly.

• Team Player: A collaborative mindset and willingness to support team objectives in a fast-paced environment.

• Technologies: Proficient in Microsoft Office, specifically the following: Microsoft Excel, Vlookup, Data Analyzing (trends), Pivot Tables, Macros, Microsoft Word, Microsoft Teams, PowerPoint, Adobe (not Microsoft)

• Preferred: Experience in understanding and explaining benefit programs including eligibility requirements.

This role offers an excellent opportunity to build your career in HR while contributing to a supportive and dynamic team. If you're a detail-oriented professional with a passion for helping others, apply today!

Minimum Requirements

HR Service Center Associate II | HR Services & Operations

• High school graduate/GED

• PLUS four (4) years of related Human Resource (HR), payroll, systems, customer service or administrative experience.

• Knowledge of HR practices; benefit programs such as plan documents, HIPAA, and ERISA; office practices and procedures required.

• Experience using PC and computer applications, including excel, query/reporting functions.

• Ability to organize, perform basic analysis and report data.

• Good math, written and oral communication and customer service skills.

• Ability to properly manage confidential and/or sensitive data.

• Ability to work effectively in a team environment.

• Ability to establish and maintain effective working relationships with all levels of employees and the general public.

• Experience working with major HR Systems is helpful; PeopleSoft experience preferred.

Major Accountabilities

1. Provides first point-of-contact support to incoming phone calls, emails and requests on HR policies, processes, programs, benefits and guidelines with the goal of resolving at first contact.

Owns case management process which includes opening, managing escalation and closing cases.

1. Resolves issues that are considered routine and requires limited research by appropriately applying company policies, utilizing internal processes and consulting effectively with other HR departments.

Provides effective customer service to promptly and courteously resolve inquiries and complaints.

Escalates highly-sensitive issues or complex situations to Sr Associate or leader.

1. Educates employees on company practices and tools (i. e. Empower, employee self-service, manager self-service) to encourage employees to resolve questions on their own.

2. Performs daily processing of many HR programs and benefits such as:

retirements, pensions, new hire enrollment, insurance (medical, dental, life, etc. ), employee transactions (promotions, transfers, terminations, etc. ), family status changes (births, deaths, marriage, etc. ), PTO, tuition reimbursements, deaths, severances, COBRA, and annual benefits open enrollment.

Examines transactions or information to insure compliance with rules and regulations.

Discusses discrepancies with appropriate contacts.

1. Audits, tracks, and maintains records and prepares documents in support of HR programs and initiatives and in accordance with APS policies and records retention guidelines.

2. Responds to information requests in support of subpoenas, unemployment claims, employment verifications or other types of requests.

3. Researches, compiles, reviews, analyzes, manipulates and summarizes data and prepares department-related documents, forms, procedures, and/or reports.

4. Assists in documentation of "as-is" processes -high level process documentation as well as step-by-step desk manuals.

5. Participates in continuous team improvement projects to increase the efficiency and effectiveness of HR programs and processes.

6. Assists with additional duties to support other functions within HR as directed.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U. S. Export Control Laws'). Therefore, some positions may require applicants to be a U. S. person, which is defined as a U. S. Citizen, a U. S. Lawful Permanent Resident (i. e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U. S. Export Control Laws. All applicants will be required to confirm their U. S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U. S. Export Control Laws, and will be used in full compliance with all app.