HR Service Center Representative

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

The HR Service Center Rep is responsible for performing the day-to-day activities of the OneAmerica Financial, Human Resource Service Center. This role works closely with the HR Benefits Leader to implement best practices and strategies that align to organizational and departmental goals. The HR Service Center Rep must be able to work independently and manage tasks that are completed daily, weekly, and monthly. It is important that this individual understand regulatory, industry and organizational changes in order to provide accurate and detailed information to associates, agents, retirees and potential policy holders.

What you will do:

• Act as a resource, assisting teams with more complex issues and problem resolution.
• Work with Tier 1 and Tier 2 Service Reps to identify gaps in knowledge and make recommendation to leadership.
• Respond to inquiries made via ticket, phone, or e-mail from associates, retirees, agents, managers, HR Business Partners as well as external business contacts.
• Assist in interpreting department policies and procedures and advise/update staff on procedural changes.
• Assist/Own project work and reporting as requested in conjunction with the manager.
• Keep standard operating procedures, text trays, and solutions current using team member feedback and changes in policies and practices.
• Work efficiently to resolve and close cases accurately and timely to meet Service Level metrics.
• Utilize procedures, policies, systems, and other reference materials to assist in answering employee and manager inquiries and resolving issues.
• Document incoming calls using a case management tool to resolve issues within identified service level agreements.
• Identify and implement process and procedure improvement opportunities.
• Support scheduling and managing of daily operations including on and off the phone responsibilities.
• Uphold service level agreement metrics regarding commitments to problem resolution time frames. Abide by quality guidelines when handling customer calls.
• Provide feedback and recommend updates to tools, job aids, scripts, and standard operating procedures as well as other communication.

What you will need

• Bachelor's degree in Human Resources or related field OR equivalent work experience.
• SHRM or CEBS Certification or willingness to obtain
• 2-4 years of Service Center Experience
• Ability to communicate clearly and concisely, both orally and in writing
• Demonstrated ability to maintain strict confidentiality as well as exercise sound judgment
• Adept at handling multiple competing priorities and responsibilities in a fast-paced, results driven environment.
• Excellent attention to detail and decision-making skills
• Or any combination of education and experience which would provide an equivalent background

Salary Band: 02C

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This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.