Purpose

The HRConnect Consultant I is responsible for routine customer service inquires related to the service catalog (e.g., HR, Payroll, Benefits, etc.) and provides Employee Self-Service and Manager Self-Service support. This role opens tickets / cases and answers HR customer questions through the assistance of standard screens, scripts, and developed procedures for inquiry resolution.

Responsibilities

1. Answers general questions and redirects misplaced calls
2. Leverages procedures, policy manuals, knowledge databases, other reference materials, etc. to answer employee and manager inquiries and resolving employee and manager HR transactions
3. Guides HR Employee Self-Service and Manager Self-Service transactions
4. Executes select HR related transactions (e.g., data changes) or appropriately escalates issues as needed
5. Inputs data into Workday to transact on customer requests

6. Escalates Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required
7. Documents all employee inquiries, issues, and transactions in case management tools as required
8. Participates in continuous improvement workshops and projects as requested
9. Participates in ad hoc projects as required