Experience Inc. Jobs

More than 130 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. Our financial strength and stability are key reasons Forbes names us one of the Best 100 Banks in America the past five years. With more than $16 billion in assets and over 150 locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations. As an HR Shared Services Representative with Banner Bank you will be responsible for managing HR case management through phone and self-service. This position leverages technology, digital platforms, and our human capital management and case management systems to: provide an exceptional customer service experience, promote and encourage employee self-service, and respond to inquiries not resolved at the Tier 0 self-service level. This position will work within a case management system and a digital knowledge base in a centralized, virtual environment. This position will gather information and escalate employee questions to the appropriate team in accordance with department policies and procedures, quality measures and Service Level Agreements. In this role you will have the opportunity to: Serve as a first point-of-contact for current and former employees, managers, retirees, family members and other stakeholders on HR policies and/or processes using service center procedures, policy manuals, knowledge management system and other reference materials. Utilize case management system (UKG People Assist web ticketing system), to document and respond to written and oral inquiries, providing timely and accurate information, clarifying issues, researching answers, escalating unresolved problems, and following through to ensure that each case is fully resolved. Resolve Tier I cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement. Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate. Utilize the different HR systems such as UKG, SucccessFactors and Cornerstone Learning Management System to answer employee questions. Process changes in UKG including personal information, assignment information, and benefit changes. Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required and notifying the appropriate team member when updates to the knowledgebase are needed. May write knowledge base articles to be posted in the portal. Identify unusual calling events or frequent employee issues and work with the HR Service Center Manager to suggest process, procedure and/or training improvements including suggesting methods to update, simplify, or enhance processes, procedures, and technologies. Education & Certifications H.S. Diploma: required (an equivalent combination of education and experience may be considered) Experience Experience in HR, call center, or related field preferred Knowledge, Skills, & Abilities Excellent verbal and written communication skills Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections Must possess a professional and friendly attitude and be able to develop a rapport with employees via email, and over the phone Ability to independently execute an action plan following documented policies and procedures Able to effectively manage multiple priorities and adapt to change within a fast-paced business environment Ability to assess employee issues and apply the appropriate procedure, p