HR Solutions Services Associate III

Key Responsibilities

• Attend to inbound phone calls and assist callers with employee-related concerns, providing accurate information and support.

• Perform chat-based interactions with employees on a regular basis to address inquiries and provide HR assistance.

• Manage and respond to requests through the ticketing system, ensuring timely and accurate resolution of employee concerns.

• Provide information related to employment details, personal records, and basic payroll inquiries.

• Filter, categorize, and prioritize tickets according to urgency and issue type.

• Reroute or escalate tickets to the appropriate support tier or department when issues require further investigation or specialized handling.

• Maintain professional communication and customer service standards during all employee interactions.

• Ensure confidentiality and data privacy when handling employee information.

• Accurately document all interactions and resolutions in the HR support system.

• Follow established HR processes, service level agreements (SLAs), and company policies.

• Assist in maintaining efficient workflow within the HR support queue to meet response and resolution targets.

Job Track Description:

• Performs tasks based on established procedures.
• Uses data organizing and coordination skills to perform business support or technical work.
• Requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Proficiency within a range of analytical or operational processes.
• Completes atypical assignments.
• Works within established procedures and practices.
• May establish the appropriate approach for new assignments.
• Acts as a resource for colleagues.
• Completes work with limited supervision.

Functional Knowledge

• Has developed skills in a range of processes, procedures, and systems.

Business Expertise

• Understanding of how best teams integrate and work together to achieve company goals.

Impact

• Impacts a team, by example, through the quality service and information provided
• Uses discretion to change work procedures and practices.

Leadership

• May provide guidance and support to junior team members.

Problem Solving

• Provides solutions to atypical problems based on existing precedents or procedures.

Interpersonal Skills

• Exchanges information and ideas effectively.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.