Job Posting Title:
HR Service Center Representative
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Hiring Department:
Office of Human Resources
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
Non-Exempt
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Earliest Start Date:
Immediately
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Position Duration:
Expected to Continue
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Location:
AUSTIN, TX
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Job Details:
General Notes
This position offers a hybrid work schedule with remote work options.
Your skills will make a difference.
You’ll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of faculty and staff, thereby enhancing the student experience. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working in our department and for UT Austin.
UT Austin provides an outstanding benefits package including but not limited to:
- Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
- Voluntary Vision, Dental, Life, and Disability insurance options
- Generous paid vacation, sick time, and holidays
- Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds
- Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
- Flexible spending account options for medical and childcare expenses
- Robust free training access through LinkedIn Learning plus professional conference opportunities
- Tuition assistance
- Expansive employee discount program including athletic tickets
- Free access to UT Austin's libraries and museums with staff ID card
- Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card
For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards
Security sensitive; criminal background checks conducted on selected candidate. Hiring decision is contingent upon applicant clearing background requirements.
Responsibilities
- Serve as a subject matter expert to provided advanced assistance to all customers on the University online employment application process, to include employment testing and temporary employment program.
- Assist departments with the completion of the Form I-9 process as well as serve as the subject matter expert on USCIS guidance and polices. Instruct CSU's on how to properly attach and upload documents in Workday and handle federal E-Verify tasks.
- Utilize all available HR informational resources and customer issue tracking systems to intake, handle or properly direct customers to the specialized areas of Human Resources to include the following; benefits, retirement, leave management, employee relations, TX Global (international student services office), compensation and other related areas. Administers appropriate onboarding guidance and direction
- Contribute to daily team operations of the HR Service Center functions in which, all candidates, students, faculty and staff employees receive the highest level of customer service assistance and or direction either in person, through the ticketing system, by phone or email on HR related issues and inquires to the department.
- Assists with the administration of human resource programs as requested; responds to requests for information and assistance from employees, management, and the public; prepares and analyzes reports; provides data and reports for compliance purposes as needed and coordinates with Team Leads to ensure departments are contacted with any action steps needed.
- Other related functions as assigned.
Required Qualifications
- A Bachelor’s degree in human resources, business administration or equivalent or a high school diploma or GED and four of experience working in human resources and relevant work experience.
- Excellent communication skills, interpersonal skills, ethics, and cultural awareness.
- Resourceful, problem-solving aptitude and thorough knowledge of HR procedures and policies.
- Advanced knowledge of MS Office, HRIS systems, and comfortable learning new technical systems as needed, i.e., Zoom, MS Teams, Skype and Benefit Focus.
- The ability to research and respond to multiple requests from various University of Texas at Austin CSU’s and departments as well as external organizations and discuss options with customers regarding various aspects of policies and workflow procedures so tasks may be completed (for example, processing qualifying life event changes, basic benefit inquiries, handling of employment verifications, assisting with the processing of the Form I-9, status of ticket inquiries and basic procedures, etc.).
- Handle administrative tasks for onboarding, new hire orientation, employment verifications and background checks, including entering data into HR information systems and auditing for accuracy and compliance.
- Complying with all relevant laws regarding reporting and records retention.
- Must be able to perform secure Department of Public Safety (DPS) background checks and vendor background checks for prospective candidates, may not have any DUI’s or DWI’s.
- Processing of State of Texas Prior Service requests for inbound and outbound employees timely and accurately.
- Experience providing problem solving or issue resolution in a customer service environment in a timely manner and accurately while handling a high volume of calls and in person contact within a call center service environment.
- Ability to process Teacher Retirement System (TRS) and Optional Retirement Plan Paperwork.
- Ability to facilitate presentations and assist with New Hire Employee Welcome Orientation.
- Experience working with detailed data reports and to research information for customer in order to accurately resolve customer inquiries using critical and analytical thinking while being able to communicate effectively using proper business etiquette and processes both verbally and in writing.
- Exhibit professional demeanor at all times using tact, diplomacy, through the use of strong communications skills, and judgment required in dealing with others.
- Efficiently access multiple electronic systems to provide a complete response to our internal and external customers.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
- Bachelor’s degree with demonstrated experience working in a fast-paced, high call volume human resource call center customer service environment.
- Strong detail-oriented and resourceful mindset with a demonstrated ability in handling complex customer service issues on the phone and in person working with customers.
- Active working knowledge using Workday HRIS or similar system strongly preferred.
- Possess knowledge, skills and abilities of basic employee benefits administration, and solid knowledge base of processing of employee federal form I-9s and the ability to assist others with understanding the rules related to the I-9 function.
- Experience in handling general human resource tasks.
- Knowledge of State and Federal regulatory HR laws State of Texas preferred.
- Fluency in speaking and writing Spanish.
Salary Range
$47,000
Working Conditions
- May work in standard office conditions;
- Repetitive use of a keyboard at a workstation, sitting long periods of time, must be able to answer high volume of calls remotely from cloud based phone system
- Must be able to write in a proper business format in emails and other written correspondence to customers
- May have to climb stairs occasionally.
- Must have internet capability when working remotely from home office.
Work Shift
- Monday - Friday, 8:30 am – 5:30 pm or 9:00 am – 6:00 pm (2 different shifts). Some weekend work may be required on occasion during peak times throughout the year.
Required Materials
- Resume/CV
- 3 work references with their contact information; at least one reference should be from a supervisor
- Letter of interest
Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
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Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
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Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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Equal Opportunity Employer:
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
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Pay Transparency:
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
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E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:
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Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
