JPMorgan HR Answers Senior Specialist 

United States, Florida 

105346866

This particular role will be responsible for handling phone calls and other inquiries from current and former U.S employees. This includes but is not limited to payroll, policies, regulations, employee benefits and annual employee certifications. You will be required to adhere to established processes and guidelines in support of current and former employees as well as potential new hires. As part of your daily duties you will interact with employees at various levels related to a range of topics and/or issues (complex, sensitive, routine, etc.) requiring attention to detail, empathy, ability to troubleshoot, taking ownership and accuracy of work while maintaining a high quality standard and ensuring data integrity. You will be accountable for providing a seamless, end to end positive experience with every interaction – recruit through retire.

As an HR Answers Senior Specialist, you will be responsible for delivering a best in class, simplified and personalized experience to current and former employees in support of their HR needs. You will be required to adhere to company policy and guidelines in support of our mission to make dreams possible for everyone, everywhere, every day.

Job responsibilities

• Resolve employee inquiries accurately and effectively
• Take inbound and make outbound calls to resolve employee inquiries
• Respond accurately to inquiries via an online tool
• Follow all established processes, policies, company guidelines and regulations
• Complete HR related transactions/activities adhering to company policy and guidelines
• Meet service level, quality and productivity metrics

Job qualifications, skills, and capabilities

• Very strong verbal and written communication skills; strong interpersonal skills
• Customer Obsessed mindset
• Ability to multi-task in a fast paced environment and meet deadlines; ability to work under pressure and handle high volumes
• Active listening, probing and reading comprehension skills
• Possess strong analytical and math skills
• Ability to identify and resolve issues
• Strong organizational skills with attention to detail
• Ability to troubleshoot effectively
• Comfortable with and able to quickly adapt to change
• Works with others collaboratively to integrate ideas and achieve common goals; strong desire to be part of a high performing team with upward mobility potential
• Degree holder or undergraduate with relevant background in operations or HR

Preferred qualifications

• Minimum of two years of Customer Service experience