Amber Daman

Responsibilities

• Review ADA cases daily, ensuring a consistent, smooth process for every employee.
• Recommend approvals/denials after reviewing all case details.
• Answer questions about accommodation questions and/or concerns, while also being proactive in addressing any future needs/ concerns that may arise.
• Liaise between employees, Legal, FMLA Specialists, and/or Human Resources Business Partners.
• Assist in the approval or denial of ADA, as well as terminations.
• Serve as the subject matter expert for other team members day-to-day, including HR business partners, Legal, and many other business units.
• Only ADA support available for our company as a whole.
• Continued Process improvement/implementation since I started for better employee experience and operational excellence.
• Active participation in vendor partner selection and implementation.
• A multitude of other responsibilities as well.

Qualifications

• A Bachelor’s degree in a business field, or equivalent experience,
• In-depth knowledge of absence management, welfare plan laws and regulations, systems, and processes.
• Excellent written and verbal communication skills.
• Analytical and research skills.
• Strong organizational skills, and attention to detail.

Working conditions.

• Office, hybrid office, or remote environment.

Responsibilities

• Apply knowledge of HR practices and business needs to provide high-quality support to HR, managers, and employees. Incorporate best practices and seek to align HR processes and programs to enable business strategy.
• Conduct new hire orientation, onboarding activities, and I-9 recordkeeping as needed.
• Manage ADA/PWFA interactive process from request to accommodation approval/denial.
• Support large and/or complex HR programs, advanced reporting, communications, and special projects.
• Oversee processing and recordkeeping for various business processes (e.g. Updating organizational changes, PTO adjustments.
• May lead/serve on company committees as a representative of HR.
• Review work processes and make suggestions for improvement.
• Assist employees with abroad range of inquiries.
• Comply with information security and confidentiality practices.

Qualifications

• High school diploma.
• Typically five years of experience in human resources.
• Broad knowledge of federal and state employment laws.
• Thorough understanding of HR business processes and principles.
• Organizational skills to handle varied responsibilities in a fast-paced environment.
• Communication and interpersonal skills to interact with staff at all levels.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Proficiency using MS Office tools.
• Knowledge of Workday or other HRIS tools.

Preferred Qualifications

• Specialized HR training/certification
• Advanced excel skills
• Attention to detail and accuracy
• Proven history with building client facing relationships

Working Conditions

• Hybrid environment (2 days a week)

Job Description

Responsibilities

• Answer and respond to incoming emails, correspondence, web chat, etc. in adherence with Employee Services protocol and service standards. May assist with incoming phone calls based on work volumes.
• Handle more complex research and may assist other staff members in resolving issues.
• Assist in building and maintaining training guides.
• Initiate contact or makes referrals to the appropriate resource for situations that require specific attention.
• Make outbound and follow up calls/emails as needed on behalf of other HR Centers of Excellence (CoE).
• Provide assistance to managers and employees with time-sensitive requests, such as timecards, reports, HRIS (Workday) system navigation, etc.
• Participate in and share expertise during team meetings and training sessions.
• Stay abreast of the company’s community pages on TransCentral.
• Maintain a high level of confidentiality related to business or employee information protected by company policy and federal/state regulations.

Qualifications

• Associates degree in HR or field relative to job duties, or equivalent experience.
• Two years of HR experience, with an emphasis in benefits and/or HRIS systems.
• Knowledge of employment laws.
• Written and verbal communication skills to provide accurate, clear and diplomatic responses to inquiries.
• Research and analytical skills to review and/or troubleshoot routine and complex situations.
• Technical aptitude for navigating and instructing others on Workday processes.
• Knowledge of HRIS business processes, benefit programs, payroll, and other HR CoE functions.
• Proficiency in MS Office (Word, Excel, Outlook), and Automated Work Distributor (AWD).

Preferred Qualifications

• Bachelor’s Degree in HR and/or related certifications (e.g. PHR, CEBS)
• Accounting skills
• Customer service experience in a similar environment or IT help desk.

Working Conditions

• Office environment.
• Majority of time will be spent on the phone or computer answering inquiries.

Responsibilities

• Use exceptional customer service and interpersonal skills to answer calls regarding the most complex retirement accounts.
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members as needed.
• Locate/research information using multiple systems/technologies.
• Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
• Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
• Learn and maintain a strong understanding of the retirement market, products, procedures, and systems.
• Achieve department metrics and expectations.
• Participate in a team based environment to achieve department goals.

Qualifications

• Associates degree in a business field or equivalent experience
• Three years of call center or customer service experience/training, or one year of financial services industry experience
• Moderate knowledge of retirement investment products
• High level customer satisfaction scores
• Ability to build relationships and communicate with clients in a professional manner, orally and in writing
• Ability to work independently and as part of a team
• Proficiency using MS Office tools

Preferred Qualifications

Working Conditions

• Office/call center environment
• May work varied shifts

• Worked in conjunction with the Direct Sales team to provide excellent service to high-value business accounts with 10 or more lines of service.
• Account activation, maintenance, analysis, and retention of customers.
• Cross-functional teamwork to build strong connections and loyalty with our business accounts.
• Responded to customers and agents in a professional manner, addressing issues, while assuring quality standards are met.
• Partnered with the Direct Sales team to provide specialized customer service to business accounts.
• Processed customer requests and solved problems, following the first-call resolution philosophy.
• Cross-trained in all functions, including Order Processing, Financial Services through 60 days receivable, and Customer Relations.
• Ensured the accuracy of customer account billing.
• Resolved complex problems and/or questions, following up with customers and agents to create a great experience.
• Able to troubleshoot first level wireless technical issues.
• Supported a growing number of wireless/data products and continuously demonstrated proficiency in product knowledge.
• Went above and beyond by tracking and reporting account productivity, activity, and trends.
• Assisted in other tasks or projects.
• Received a multitude of awards from customers and agents for going above what was expected in my role.