HR Contact Center Representative

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

Not only do we put our clients first, but we also extend this same approach to our employees. At Schwab, we respect and care for all, and you can go as far as your ambition takes you – we’re here to empower you to Own Your Tomorrow by providing development support to help you reach your potential and achieve your dreams. Firm growth means growth for you. You’ll engage in meaningful and impactful work while developing your career and building trust and inspiring confidence through exceptional service, one connection at a time.  

As an HR Contact Center Associate, you will have the opportunity to interact directly with our Schwab employees, Schwab alumni and vendors to answer HR related questions and provide outstanding employee service.  You will demonstrate active listening, empathy, and critical thinking skills over the phone and through other channels.  This will involve providing HR policy interpretation and providing clarity on a variety of HR services spanning multiple areas including time off, leaves, pay, compensation, benefits, well-being, development, and many others. 

Key Responsibilities:

• Respond to incoming HR inquiries and requests in a timely, accurate and professional manner while managing multiple contact channels and continually prioritizing among static and dynamic workflows.
• Demonstrate a strong passion for customer service with a desire to build relationships during each interaction and provide appropriate solutions.
• Build quality, long-term relationships with internal clients, HR Contact Center team members and business partners that lead toward effective collaboration and seamless service.
• Utilize ServiceNow, a case management tool, to manage, escalate, and fulfill HR cases.
• Apply a consultative, needs-based approach with clients regarding a variety of HR topics (e.g. payroll, benefits, policies/procedures and company programs).
• Effectively communicate HR policies and programs while listening and explaining complex subjects.
• Perform HR administrative processes and adhere to specific timelines.
• Meet or exceed departmental call metric objectives and service level standards.

What you have

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have. 

Required Qualifications:

• 1+ years of customer service experience.
• 1-2 years of HR experience related to HR practices, policies, and procedures or a Bachelor’s degree in Human Resources.

 Preferred Qualifications: 

• Experience in a call center environment highly preferred.
• Broad HR knowledge spanning multiple areas including HR policies, compensation, pay, benefits and other areas.
• Ability to meet or exceed departmental call metric objectives and service level standards.
• Intermediate to advanced proficiency in Word and Excel.
• Ability to continually grow from experience, adapt to new situations, and quickly learn new policies and programs.
• Proven success demonstrating empathy, active-listening, and problem-solving skills.
• Ability to navigate through multiple computer systems simultaneously and use them for communicating, gathering, and recording information (e.g., ServiceNow, Workday, Help Engine, Authoria, eTimesheets, MS Word, MS Excel, etc.).
• Desire to work with a supportive and collaborative team with a commitment to results in a fast-paced, dynamic and relationship-based environment.
• Ability to identify process improvement opportunities and share them with leadership.
• Strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with our clients and colleagues.
• Receptive and responsive to feedback/coaching with the ability to implement agreed upon action steps that lead toward ongoing skill development and performance.