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Employee Relations (ER) is responsible for delivering counseling and support to managers and employees of Company on employee relations matters through a variety of channels which may include telephone, email or chat.
The Employee Relations Advisor provides clarity and consultations on initial ER matters including but not limited to Global Human Resources policies, attendance, performance, bereavement, job abandonment, federal/state laws regarding meal/rest periods, etc.
The role requires Advisors to focus on the following:
Identify when an issue/concern should be addressed by other members of the Employee Relations team.
Drive adoption and utilization of Advice & Counsel (ACO) online tools.
Respond to chat inquiries effectively and timely via written communication while managing multiple chat activities at the same time.
Effectively influence key stakeholders including managers, internal and external HR partners.
Research facts related to individual cases including identifying root causes of issues and opportunities for client experience and GHR process improvements.
Provide superb customer care; convey caring, empathy, patience and listening skills. Escalate as appropriate within team leadership structure and processes.
Thoroughly and completely document cases in case management tool. Exemplify the Company Core Values in each and every interaction with team, clients and stakeholders.
Enterprise Job Profile
Fully functioning, non-supervisory position, responsible for delivering high level employee relations assistance to managers and employees via chat functionality and/or phone. Consult on lower risk employee relations issues (verbal counseling and written warning) regarding attendance, performance and policy violations. Provide clarification on the bank's policies and guidelines including but not limited to attendance, bereavement, job abandonment, federal/state laws regarding meal/rest periods, leaves of absence, etc. Probe to identify when an issue/concern needs to be redirected to another area or transferred to a higher level tier. Assist with the utilization of ACO online tools. For CHAT: Respond to inquiries effectively and timely via written communication and manage multiple chat activities at the same time.
Required Knowledge, Skills, Experience and Education:
A Bachelors’ Degree in HR Management (preferred), or a related field or equivalent relatable work experience
Two or more years of work experience in customer service environment
MUST have ability to multi-task including the ability to talk and type real time
Experience and desire to work in a call center environment
Thrives in an environment of change
Proficiency with computers, including MS Office and Internet applications
Ability to effectively document notes in a case management system in a clear and concise manner
Ability to handle ambiguous issues and apply sound judgment
Ability to influence both managers and associates to follow HR-related advice and counsel guidance
Ability to manage risk while ensuring optimal value and outcomes are achieved
Ability to manage the details of multiple cases simultaneously and resolve in a timely manner
Communicates effectively (both in writing and when speaking) using clear, concise and simple language
Personal desire to continuously learn and develop
Exemplifies the Company Core Values in each and every interaction with team, clients and stakeholders.
Desired Knowledge, Skills, Experience, and Education: