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H&R Block · 1 day ago

Senior People Resource Center Representative

United States

Full-time

Remote

Mid, Senior Level

$18.41/hr - $27.64/hr

2+ years exp

H&R Block is a leader in tax preparation and financial services, and they are seeking a Senior People Resource Center Representative to provide exceptional client service. This role involves handling HR and training support requests through various communication channels, ensuring accurate case resolution, and collaborating with management and team members.

ConsultingRetailService IndustryTax Preparation

Responsibilities

Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client inquiries

Communicate via various channels, interpret client needs, and use software to find resolutions

Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally

Use problem-solving skills to effectively address and resolve associate inquiries including situation analysis, action identification, and appropriate guidance or escalation

Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations

Use tools and resources to ensure data accuracy and reasonableness, resolve cases within SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases

Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution

Partner with management on casework and daily workload to manage personal workload and development

Provide up-training and peer coaching to other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed

Participate in on-camera 1:1 and weekly team meetings

Qualification

WorkdayHuman Resources Management SystemsICIMsPayroll systemsCritical thinkingMathematical operationsInterpersonal skillsProblem-solvingCollaborationCommunication

Required

High school diploma or equivalent

Ability to apply mathematical operations

Ability to critically analyze reports

Ability to handle multiple tasks and projects simultaneously

Ability to interact effectively with all levels of the company

Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions

Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams

Ability to work independently with a high degree of accuracy, thoroughness, and professionalism

Excellent interpersonal skills to include oral and written communication

2 years minimum related work experience

Preferred

Associate's degree in business or other related field or an equivalent combination of education and experience

Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, or similar programs and Dimensions or other payroll related systems

Benefits

Medical and prescription drug coverage

H&R Block Retirement Savings Plan (401(k) Plan)

Employee Assistance Program

(virtual) fitness center programs

Associate discount program

Business Travel Accident Insurance

Associate Tax Prep benefit

Company

H&R Block

Glassdoor3.8

H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.

Founded in 1955

Kansas City, Missouri, USA

10001+ employees