HR Service Center Analyst

HR Service Center Analyst at PNC

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.

Position Overview

As an HR Service Center Analyst within PNC's HR Operations organization, you will be based within the Denver, Colorado market. This position primarily involves answering inbound calls for our HR Service Center and addressing questions related to payroll, performance, talent, absences, and Workday. Preferred candidates will have working experience within an inbound call center environment, though it is not strictly required.

Work hours for this shift are Monday - Friday 11 a.m. to 8 p.m. Eastern Time.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description and Key Responsibilities

• Resolves HR customer service inquiries and issues, and recommends appropriate solutions.
• Maintains knowledge on a wide range of human resources programs, specifically benefits and payroll processing, supporting all customer service inquiries.
• May perform some administrative duties pertaining to HR services.
• Responsible for more complex or reoccurring issues, identifies root cause, and acts as an escalation point.
• May interact with higher levels within the customer organization.
• Serves as a subject matter expert in various HR topics.
• Maintains high levels of customer satisfaction consistent with PNC's core values and demonstrates commitment to quality.
• Provides advanced HR customer service information and initiatives for specialized processes.
• Focuses on problem resolution that occurs across multiple channels for our customers.
• Delivers CARES model to customers and service partners.
• Ensuring timely responses to employee questions and inquiries about employee benefits programs and human resources policies.
• Documents customer interactions and completes service requests to minimize customer effort or additional action.
• Providing employees assistance with disability, health and life benefits, paid time off, timesheets, and retirement plans.
• Ensuring data accuracy and maintaining a high level of data integrity in HR databases.
• Serves as a trainer and mentor for new hires to the HR customer service team.

PNC Employee Expectations

• Customer Focused: Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk: Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for the HR Service Center Analyst role. Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

• Education: Bachelor's Degree
• Certifications: No Required Certification(s)
• Licenses: No Required License(s)

Preferred Skills

• Decision Making
• Human Resources (HR) Software Systems
• Human Resources Operations
• Results-Oriented
• Strategic Planning
• Team Collaboration

Competencies

• Customer Interaction
• Customer Support Function
• Customer Support Operations
• Customer Support Service Agreements
• Inbound Processing
• Problem Management

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

Key skills/competency

• HR Operations
• Customer Service
• Payroll Processing
• Benefits Administration
• Workday HRIS
• Inbound Call Center
• Problem Resolution
• Data Entry
• Human Resources Policies
• Employee Support