Our Client, a Banking company, is looking for a Contact Centre Representative - Inbound I for their Greenville, SC/Hybrid location. Responsibilities: + The Human Resources Contact Center Specialist provides resource support on all HR policy, process, and procedures including in depth knowledge of Benefits and Payroll processes and transactions and employee programs and services (including navigational support of all HR systems). The Human Resources Contact Center provides guidance and support to all employees, retirees, people managers and the HR community and acts as the first point of contact (phone, email, chat) for all inquiries related to employee programs and services, HR policy, process, and procedures, including navigational support, and escalation of issues. + Acts as first point of contact for employee and people manager issues and escalates to Advice Channel when required + Answers and resolves employee and people manager issues including navigational support and processing corrective transactions when required + Provides advice on how to complete requests and/or determines options for next steps based on scenarios. These could include: guidance related to completing HR responsibilities (year-end compensation, mid-year and year-end processes, resource planning); guidance related to making employee data changes (new hires, transfers, terminations, retiring); guidance related to the administration of employee programs (Service recognition, PTO/Vacation entitlement, time administration) + Supports a continuous improvement environment by raising issues, escalating concerns, proactive identification of process changes and being an agent of change + Maintains adherence to all audit/compliance and regulatory requirements + Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude + Contributes positively to the team through the sharing of knowledge, ideas and active participation in meetings, coaching and personal development + Achieves operational metrics in support of the delivery of the service center service level agreements and industry best practices. These include standards related to Contacts/Hour and Schedule Adherence + Delivers legendary service experiences consistent with CLIENT culture in all contacts (phone, email, chat) through extensive and in-depth knowledge of people manager and HR policy, process and procedures and employee programs; efficient navigational skills; and effective call control/business writing + Keeps current with changes in people manager responsibilities as well as HR policy, process and procedures + Reviews and completely understands deliverables of all weekly people manager communications + Maintains a thorough knowledge of all HR policy, process and procedures including navigational support of all HR systems + Maintains expertise in the areas of benefit and payroll processes and transactions + Maintains a high-level knowledge of people manager accountabilities and responsibilities and in-depth knowledge of all employee programs and services + Completes administrative tasks as assigned Requirements: + Minimum High School diploma or equivalent required, a minimum of an Associate Degree is preferred + 2+ years of related experience + Strong communication skills (written and verbal) + Ability to provide legendary service in a fast-paced environment + Good knowledge and understanding of overall HR policies, processes and procedures specializing in one or two specific areas (e.g.: Payroll, Benefits, Compensation, People Leadership) would be an asset + Excellent knowledge and navigational skills of HR systems + Strong organizational skills, self-motivated and results driven + Ability to share knowledge with peers + Good time management and organizational skills + Proficiency with MS Office (Word, Excel, PowerPoint) + Contact centre experience – 1 to 2 years experience + Strong communication skills – verbal and written + Tek savvy comfortable using a computer and learning new systems + Working with confidential information understanding how to deal with confidential information. Understanding policies and best practices. + HR systems (workday, PeopleSoft, service now) + College/ Associates/Certifications degree + High School Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.