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Full Job Description
Serves as the first point of contact for HR related questions from employees, dependents, beneficiaries, mangers, candidates, and retirees. Supports questions, requests, and transactions related to payroll, benefit enrollments and changes, job and pay changes, leaves of absence, disability, life events, new hire processing and employment verifications, and other company initiatives as needed. Conducts research, documents and problem solves complex benefit issues and works with HR partners on resolution. Responsible for handling sensitive company and personal information with a high degree of confidentiality. Promotes positive communication with all internal and external customers.
Essential Responsibilities
Supports employees via the HR Service Center hotline and email. Provides accurate, professional, and timely responses to inquiries. Documents call activity in the tracking database and related systems. Works with internal resources to resolve employee issues and problems and escalates more complex inquiries as necessary to subject matter experts. Applies benefits, payroll, and policy knowledge to ensure accuracy and completeness of information. Navigates and accurately records information within the human capital management system and related human capital management systems. Actively engages with team members to effectively meet quality metrics and service level agreements. Ensures positive and consistent customer experiences. Supports special projects, and assist with other benefit, payroll and HR program administration as requested.
Utilizes the case management system to process and manage transactions in a queue of assigned cases. Ensures timely processing of HR benefits and payroll transactions in a variety of HR systems. Handles sensitive company and personal information with a high degree of confidentiality and integrity. Ensures compliance with all corporate data administration rules, data security standards, policies, processes, and guidelines.
Conducts research as needed to address inquiries and contacts caller for follow-up as required. Consults with multiple resources, team members, online systems, databases and reviews historical documents.
Minimum Requirements
High school degree or equivalent education/experience.
Additional education in HR, business or related field a plus.
Three years of call center, customer service or related experience in a customer service environment.
Professional customer service skills and ability to handle sensitive company and personal information while maintaining confidentiality.
Ability to work between multiple systems in a fast-paced environment.
Excellent verbal and written communication skills, with strong customer focus.
Proficiency with Microsoft Office applications.
Human resources, employee benefits, payroll or related experience preferred.
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Xcel Energy is committed to the safety of its employees and customers, and promotes a Safety Always culture. Because of this, we strongly encourage all employees to be fully vaccinated against COVID-19; however, vaccination is not mandatory. After being hired, you will asked to report your vaccination status and dates of vaccination. This information will be maintained confidentially and disclosed only on a need-to-know basis. If you are not fully vaccinated or choose not to disclose your vaccination status you will be required to follow any health-and-safety rules applicable to unvaccinated employees.
As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.
Posting Notes: MN – Minneapolis || MN – Minneapolis || United States (US) || Human Resources & Employee Svc || 85220:HR Service Center || Full-Time || Non-Bargaining ||
The anticipated starting base pay for this position is: $20.90 to $29.30 per hour
This position may also be eligible for the following benefits and/or pay components: Pay – Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Personal holidays, Volunteer Paid Time Off (VPTO) (full-time employees only), Parental Leave
Click here to see our benefits
Requisition Number: 52925
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Individuals with a disability who need an accommodation to apply please contact us at [email protected]
