Job Description

Company Description

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet\xc2\xae-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won\'t find a more vibrant place to work!



This position is responsible for receiving and resolving employee, manager & former employee inquiries through calls and emails; providing advice and guidance covering all areas of HR including compensation and benefits.

Bachelor\'s Degree is Required

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (employee/manager/ former employees) inquiries and resolving customer issues.
• Communicates HR, Benefits, or Payroll objectives, policies, procedures, and government regulations.
• Completes simple HR, Benefits, or Payroll related transactions.
• Forwards customer inquiries to Tier 2 Specialists and/or Centers of Excellence or HR Business Partner when specific, in-depth functional knowledge is required.
• Documents all customer inquiries, issues and transactions.
• Recognizes unusual events or consistent problem areas and works with Supervisor to resolve.
• Works as a team member focusing on customer service.
• Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies.
• Assists with the implementation of programs, policies, and services provided by the company by acting as the customer\'s first line of contact.
• Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.
• Performs other related duties as assigned.

Qualifications

Education and Experience

• Bachelor\'s degree in Human Resources or related field is required
• One (1) year of experience in a call-center, or customer service related employment required

. Knowledge, Skills and Abilities

• In-depth technical and administrative knowledge of work area and function
• Recognized as a resource within function for problem solving capabilities
• Strong communication skills at all levels - including written and oral
• Strong computer skills
• Strong customer service skills
• Strong process skills (process-oriented)
• Ability to manage detailed work within constant deadlines and time constraints
• Ability to maintain confidential information
• Ability to work well independently and be part of a team environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

University of Maryland