If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard ( www.standard.com ). Through our retirement plans and insurance products and services, we help provide people with the financial security and confidence to pursue their dreams. Come join us and share our passion for serving our customers in a positively different way.
Serves as daily contact for complex issues, problem resolution, process clarification and consultation for Service Center. Supports HRSC Reps on calls with program, policy and procedure knowledge and tool expertise with special focus on customer service
Participates in/sometimes leads activities intended to improve customer experience and business performance
Effectively identifies moderately complex problems as they occur and takes appropriate steps to resolve them. Contributes ideas to resolve problems that better serve the customer and/or improve productivity. Solves problems that may require reliance on conceptual thinking
Partners with the HRSC Manager to improve overall delivery quality of service center; Conducts audits, identifies and recommends improvements to processes and tools; Upon implementation educates HRSC Reps
Ensures personal as well as team accuracy and timelines of responses to general HR inquires regarding HR policies, processes or programs
Manages the daily team schedule according to parameters established by HRSC Manager
Supports and guides HRSC Reps: Monitors performance (includes silent monitoring), analyzes problems, identifies root cause, makes recommendations for improvements and/or training and carries out implementation upon approval
Executes training and coaching of HRSC Reps
Leads detailed analysis and reporting on call center metrics/trends including quality metrics
Troubleshoots and tests systems/tools issues
Serves as a recognized resource for policy interpretation, process knowledge and contacts
Prepares and delivers presentations at group meetings; represents HRSC in cross functional meetings
Understands sensitivity of information and maintains confidentiality
Education: Bachelor’s degree from an accredited college preferred or combination of equivalent work experience and education considered.
Experience: Minimum 5-8 years successful experience in quality customer service with at least 4 years of HR experience preferred. Successful demonstration of key responsibilities and knowledge as listed above. Customer service experience in a professional service center environment required. Demonstrated results in problem analysis and in handling confidential information. Ability to apply documented rules, past practices, or instructions on an independent level and as a leader; Demonstrated ability to provide training and general guidance to others
Communication Skills: Experience providing positive customer service with effective oral and written communication skills; including but not limited to strong interpersonal skills with the ability to handle multiple tasks simultaneously and to make quick and accurate decisions.
Technical Skills: Advanced Microsoft Office products skills (Word, Excel, SharePoint and PowerPoint) required. HR software experience required – ADP, Workday, SAP or other HR ERP systems. Attention to detail and strong ability to multitask organize and manage workflow required. Must be flexible - able to change priorities quickly. Ability to interact with customers and type simultaneously. Must be able to work effectively within a team. Ability to interpret HR policies and general knowledge of Human Resources laws, programs, procedures, and benefits maintained with ongoing training are necessary. Understanding of current HR processes within the company a plus.
Lift and carry boxes weighing up to 35 pounds on occasion
Shelve and retrieve files at heights varying from floor level to 6'
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.