HR Solutions Services Associate II

Job Track Description:
• Performs business support or technical work, using data organizing and coordination skills.
• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile
• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Works with a moderate degree of supervision.

Functional Knowledge
• Developed skills in a range of processes, procedures, and systems.

Business Expertise
• Supports the achievement of company goals by integrating teams for the best outcome.

Impact
• Impacts a team through quality of services and information provided.
• Follows standardized procedures and practices and receives moderate supervision and guidance.

Leadership
• Has no supervisory responsibilities.
• Manages own workload.

Problem Solving
• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills
• Exchanges information and ideas effectively.

Responsibility Statements
• Improves participant decision-making process by advising participants on plan provisions.
• Responds to client-specific inquiries, including telephone and web correspondence.
• Completes transactions related to customer inquiries with limited supervision.
• Meets timeliness and accuracy standards.
• Documents calls by creating detailed notes in the case management system.
• Completes callbacks in a timely manner and escalates as appropriate.
• Adheres to call center metrics and guidelines within established procedures.
• Explains the appropriate participant forms and provides guidance on completion.
• Performs other duties as assigned.
• Complies with all policies and standards.