Job Description:

This position is based in the North America HR Shared Services (HRSS) Customer Contact Center. The team manages employee, manager, and HR inquiries related to Payroll, Disability Management and HR Systems Support via phone and email. During each interaction, the specialist is required to effectively control the call while referencing a knowledge database and creating appropriate case documentation to outline the purpose of the inquiry, information provided/action taken during the call and any required steps necessary for resolution or further research upon case escalation.

The role requires effective communication skills and the ability to work within established service level deadlines with accuracy and efficiency. Strong attention to detail and analytical skills are necessary.

Key Responsibilities:

• Consistently provide exemplary and efficient service to employees, managers and HR partners via phone and email interactions
• Proactively seek ways to serve customers/partners beyond initial requests to ensure all possible current and future needs are met
• Demonstrate sound judgment and initiative to immediately address and/or escalate requests
• Proactively promote self-service tools to educate customers/partners on how to efficiently utilize tools
• Actively engage in process improvement efforts to increase efficiency and customer satisfaction
• Monitor and manage centralized mailboxes to ensure SLA’s are met
• Participate in projects as needed
• Schedule ranges between the hours of 8am – 8pm, Monday thru Friday

Qualifications:

• Customer service oriented
• Demonstrated ability to work collaboratively in a constantly changing environment
• Proven experience in proactively identifying process improvements and associated implementation efforts
• Ability to work effectively in an environment where compliance with processes and procedures is critical
• Working knowledge of HR business processes
• Strong verbal and written communication skills
• Bachelor’s degree preferred
• Schedule Hours: 11:30-8pm (Monday-Friday)

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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