HR Connect Inquiry Management Specialist

HR Connect NAM Inquiry Management Specialist is an entry-level position responsible for providing operations support services, including but not limited to; customer support to employees and managers on HR related topics: total rewards, compensation, benefits, learning, HR systems direct access, etc.

The HR Connect NAM Inquiry Management Specialist processes inquiries employees and managers might have, which can be addressed through cases and live chats.

Responsibilities:

• Support NAM inquiry management team with cases and chats.
• Serves as the instructor to clients on the systems and guides self-service options available for employees and managers.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Supports complex/specialist level inquiries
• Acts as SME for HR Delivery Pillar processes (GPS, TAO, Core HR, Data Services)
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.

Qualifications:

• Previous relevant experience in contact center / customer service (desirable)
• Knowledge in Workday and ServiceNow (desirable)
• Knowledge in HR processes (desirable)
• Consistently demonstrates clear and concise written and verbal communication skills (Highly desirable - Proficient in written and spoken English)
• Proficient in Microsoft Office
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills

Education:

• Bachelor’s degree/University degree or equivalent experience

Shift:As this role will support NAM employees inquiries through cases and live chats, those willing to work in evening to mid-night shift should only apply.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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