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Rush University Medical Center Sr Employee Service Associate - HR Call Center - Full Time in Chicago, Illinois

Job Title:

Sr Employee Service Associate - HR Call Center - Full Time


Human Resources




Active Regular FT (72 to 80 hours per pay period)


Call Center

Job Number:


Job Description:

We are seeking an experienced and highly motivated, well organized and detail-oriented Sr. Employee Service Associate to join our Human Resources: Employee Service Center Call Center.

This is a Full Time position

80 hours every two weeks

8 Hour Shifts

Call Center Business Hours

Monday to Friday: 7:00 AM to 7:00 PM

General Summary:

This position acts as the first point of escalation within the Employee Service Center (ESC) Customer Service team for more complex issues and requests from current employees, former employees, and managers; provides sound interpretation and application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; processes HR transactions, interacting with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, compensation, payroll, and other employment-related areas. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Principal Duties and Responsibilities:

  • Serves as a first point of escalation within the ESC when Employee Service Agent (ESA) may be unsure how to resolve issues or upon a customer request for escalation.

  • Performs personalized, high touch support for hire to retire events such as retirements, terminations, etc.

  • Serves as an ESC process and HR administration subject matter expert within the ESC.

  • May provide routine phone coverage as first point of contact for issues and requests from current and former employees and managers, as needed.

  • Conducts User Acceptance Testing for system enhancements, as required.

  • Serves as a role model, coach, and mentor for staff in delivery of customer service.

  • Promotes and contributes to a positive work environment.

  • Contributes to team success through assisting in recruiting, interviewing, onboarding, and training.

  • Partners and provides ESC leadership team with feedback on staff performance, recognition and advancement opportunities.

  • Collaborates with management to establish service center metrics and goals.

  • Provides a positive experience while addressing HR inquiries, issues and requests.

  • Builds and maintains productive working relationships across interdepartmental boundaries while resolving customer and vendor issues, creating and updating procedures and processes resulting in complete documentation for customer issue resolution.

  • Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.

  • Performs all administrative tasks related to core HR, benefits, compensation, talent acquisition, organizational development/training, payroll and retirement, as necessary.

  • Proactively identifies root causes and recommends solutions to reduce customer case volumes.

  • Performs all work in accordance with established call/service center processes and procedures.

  • Works with and protects sensitive HR data in alignment with established service center processes and standards.

  • Performs other duties as assigned.

Position Qualifications

  • Associates Degree required. Bachelors Degree preferred

  • Minimum 3 years of experience in a call center.

  • Minimum 5 years of experience in front-line human resources or employee benefits administration environment.

  • Prior experience utilizing HR Information Systems required. Prior experience with Infor and/or Lawson is an asset.

  • Prior experience utilizing knowledgebase and case management systems required. Prior experience with ServiceNow HR Service Delivery is an asset.

  • Independently able to analyze complex situations and make recommendations for solutions or alternatives.

  • Demonstrates high learning agility for technology.

  • Ability to work effectively both independently and within a team setting.

  • Ability to multi-task and manage competing priorities.

  • Demonstrates initiative and willingness to take on new work.

  • Possesses good written and oral communication skills and a professional demeanor. Ability to write and establish procedures for various processes within the department.

  • Adheres to predetermined schedules and work standards.

  • Strong attention to detail.

  • Proficient in Microsoft Excel and Word applications.

Company Highlights:

  • Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.

  • Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center, Rush University, Rush Oak Park Hospital and Rush Health.

  • Rush University Medical Center is a four time Magnet facility located in Chicago, IL

  • Leading academic medical center, acute care hospital w/ 676 licensed beds.

  • RUMC offers a competitive salary, outstanding benefits & the professional advantages of an environment that supports your development & recognizes your achievements.

  • Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.