US Health & Benefits, US Payroll (Voice process, Night Shift)- Pune

Human Resources Services Coordinator (HRSC)- US Health & Welfare Benefits, US Payroll (Voice Support- Inbound Calls- Night Shift)

Who is flexible to work in night shifts - Eastern Standard Time (EST) and Pacific Standard Time (PST) time zones.

UKG Employee Engagement Center

Kindly find below the job description and company profile for the reference.

Job Summary

The UKG Employee Engagement Center is responsible for building strong working relationships with our customers by assisting their employees with their health and welfare benefits and payroll inquiries. We are looking for a Human Resources Services Coordinator to deliver an exceptional and effortless experience to employees by answering questions in an inbound call center environment.

With this position, you will have the opportunity to enter a career where you:

• Enhance your customer service and account management skills
• Support a Cloud-Based Enterprise application
• Become an authority at solving payroll, benefits and HR-related issues
• Work with a highly engaged and collaborative team The job entails playing a critical role in supporting end users of our award-winning UKG Pro Payroll and Benefits solutions within a team environment. You will be providing in-depth analysis and timely resolutions or workarounds for employee needs. This role requires sharp analysis, problem determination, and troubleshooting skills.

Key Responsibilities

• Provide best-in-class customer service skills with a proactive approach to create exceptional customer satisfaction
• Provide support to customers by serving as the first point-of-contact to their employees
• Learn and navigate UKG Pro Payroll and Benefits systems to respond to end-user needs and inquiries
• Provide stellar support to our customer base using a variety of platforms including

  inbound phone calls, email, remote session, and CRM case management system

  with focus on

  CSAT and OSAT metrics

• Ask relevant questions to define the root cause of a problem and generate solutions
• Provide explanation of benefits options based on customers summary plan descriptions and UKG knowledgebase
• Assist with

  life event changes for newly eligible employees, marriages/births and related dependent verifications

• Assist employees with

  Annual Enrolment

  related questions
• Assist employees with questions related to

  Payroll and Taxes

• Acquire and expand knowledge of product offerings, support policies and methods of support delivery

Required Qualifications

• Bachelors degree in Business, HR, or related field.
• Minimum of 3 years of relevant experience in US HRO, Payroll, Benefits customer service/support teams
• Fundamentals of Payroll Certification

Preferred

• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills when presented with multiple tasks
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• Possess high degree of technical skills that can be applied to perform tasks effectively
• Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills
• Understands priorities and what is most important to both internal and external customers
• Must be coachable and willing to learn
• Superior interpersonal skills with the ability to work with various types of customers
• Great listener while showing attentiveness, flexibility, patience, and empathy
• Flexible to work in night shifts - Eastern Standard Time (EST) and Pacific Standard Time (PST) time zones