Ross Stores, Inc. · 22 hours ago

Representative, HR Services

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Monitors various HR inboxes and responds to inquiries and escalates to the appropriate workgroup.

Receives large volume of incoming calls from various levels of associates, responding to routine inquiries following established procedures including but not limited to; payroll, benefit, and LOA questions, and HR system navigation questions. Acquires substantial knowledge concerning Human Resources policies, programs, and procedures that allow first call resolution in the majority of cases.

Collects and disseminates information to designated workgroups from clients calling a general HR phone number. Quickly interpret the situation, determine the appropriate resolution, transaction, and/or escalation, and communicate the resolution and/or escalation to the caller.

Logs all inquiries into a case management system used by the Company, recording and maintaining call history and outcomes.

Takes immediate partnership for any critical or risk involved cases to ensure a quick and timely response.

Track and report on workload & customer service requests.

Responsible for all aspects of assigned background screening adjudications for all business units, including: Validating applicant and associate credentials; Performing an individualized assessment in compliance with legal guidance to evaluate the candidate's suitability for hire or promotion; Researching candidate qualifications/eligibility by contacting applicants and outside entities such as educational institutions, courts, and other third parties for information; Determining whether the background check should be passed or failed; Partnering and advising clients of outcomes based on results of background screening.

Works directly with our background check vendor and vendor system to accurately track the status of background check adjudication, log final resolutions, and ensure service level agreements/vendor performance metrics are met.

Acts as a liaison between the legal department, HR, and the background check vendor to resolve issues and refine processes.

Responsible for accurate data entry of all background checks in HR Case Management System and accurate reporting of results.

Interfaces with managers, supervisors, and recruiters to interpret and report background check results.

Develops solid knowledge of current background check laws; drafts customized letters and follow process flows as required.

Performs special projects and other duties as assigned.

Qualification

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Administrative ExperienceMS OfficeBackground Check KnowledgeConfidential Information HandlingService Level ExpectationsCase Management System