HR Services Representative

About the Company

The client is a Milwaukee-based American financial services mutual organization specializing in wealth and asset income protection, education and retirement planning, investment advisory services, trusts, estate and business planning. Their offerings include various insurance products (life, permanent life, disability income, long-term care), annuities, investments, and related advisory services.

Position Overview

They are seeking an HR Services Representative for a contract role supporting ongoing business operations. This is a fully remote position with preferred working hours from 8:00 AM to 4:30 PM Central Time or 8:30 AM to 5:00 PM Central Time.

Key Responsibilities

• Manage workload via phone, chat, or case channels following set schedules, standards, and deadlines.
• Resolve 60-80% of employee inquiries and cases utilizing training, policies, knowledge bases, and relevant employment details.
• Independently handle routine casework and process semi-complex cases with guidance, consulting senior staff for complex decisions.
• Communicate effectively with customers, managers, and employees to ensure positive interactions.
• Collaborate and escalate issues properly within HR teams or partners for accurate resolution.
• Identify appropriate course of action and decision-making pathways.
• Adapt quickly to various customer needs and changes in processes or technology.
• Meet team KPIs such as customer satisfaction, first contact resolution, SLAs, and productivity targets for calls and chats.

Required Qualifications

• Bachelor’s degree in Human Resources, Business, or a related field, or an equivalent combination of education and experience.
• At least one year of experience in human resources or benefits support, combined with customer service experience.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to analyze information and employ sound judgment and discretion.
• Organizational abilities to prioritize independently and meet deadlines.
• Computer proficiency including Microsoft Word, Excel, SharePoint, and familiarity with current HR software; experience with Workday is preferred.

Compensation and Benefits

The position offers a competitive salary typically pegged to a median range based on experience and qualifications. Contractors may become eligible for benefits such as medical, dental, vision, and 401(k) through a third-party employer of record following a waiting period.

Additional Information

Applicants must be legally authorized to work in the United States. The employer is an Equal Opportunity Employer, providing employment free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.