HR Contact Center Representative Details

HR Contact Center Representative

Charles Schwab - Westlake, TX

Employment Type : Full-Time

Your Opportunity
As an HR Contact Center Representative, you will provide outstanding customer service and demonstrate passion, understanding and problem-solving skills over the phone and through other channels. You will deliver unparalleled value to our clients, including current Schwab employees, Schwab alumni and vendors.
Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work – whether that’s in the office or remote.

• Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference*
• When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
• Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.

• Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.

• 
  Respond to incoming HR inquiries and requests in a timely, accurate and professional manner while handling multiple contact channels and continually prioritizing among static and dynamic workflows.
• Demonstrate a strong passion for customer service with a desire to form relationships during each interaction and provide appropriate solutions.
• Build quality, long-term relationships with internal clients, HR Contact Center team members and business partners that lead toward effective collaboration and seamless service.
• Use Service Now, a case management tool, to handle, advance and fulfill HR cases.
• Use a consultative and needs-based approach with clients regarding a variety of HR topics (e.g. payroll, benefits, policies/procedures and company programs).
• Effectively communicate HR policies and programs while listening and explaining sophisticated subjects.
• Perform HR administrative processes and adhere to specific timelines.
• Meet or exceed departmental call metric objectives and service level standards.

• 
  2 years of HR experience related to HR practices, policies and procedures, preferred
• Broad HR knowledge that spans multiple areas including payroll, benefits and other areas.
• Minimum of 1-2 years of customer service experience in a call center environment highly preferred.
• Ability to meet or exceed departmental call metric objectives and service level standards.
• Intermediate to advanced proficiency in Word and Excel.
• Proficient in using computer applications for communicating, gathering, and recording information (e.g. Workday, Help Engine, Authoria, eTimesheets, MS Word, MS Excel, etc.).
• Ability to navigate through multiple computer systems simultaneously.
• Tremendous flexibility and ability to quickly learn new programs and policies.
• Excellent written and verbal communication skills.
• Problem solving, organizational and analytical skills.
• Ability to work as part of a team or independently on special projects.
• Commit to results while working in a fast-paced, dynamic and reciprocal environment.
• Ability to find opportunities for process improvements and communicate to leadership.
• Strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with our clients and colleagues.
• Receptive and responsive to feedback/coaching with the ability to implement agreed upon action steps that lead toward ongoing skill development and performance.

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.