Human Resources Service Center Generalist - Front Line Customer Support (Hybrid)

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office located in either Raleigh, NC or Phoenix, AZ.

The HRSC Generalist will provide front-line customer service and support to associates, managers, and business partners for questions, issues and problem resolution on HRSC-supported services related to HR. The HRSC Generalist will manage and respond to inquiries coming into the HR Service Center through the ServiceNow portal. They will perform administrative activities in support of HR transactional functions. Over time, the role will provide basic processing support for associates. Working as a team, this group is the initial "front-line", single point of contact for FCB associates and managers for HR related questions.

The HRSC Generalist will serve as a client partner to provide general answers and solutions for the variety of scenarios and questions that arise and are associated with human resources initiatives and employment benefits, e.g., performance management, payroll, termination processing, life balanced accounts and any HR related matters.

• Service - Responds to general HR inquiries while ensuring compliance with all applicable policies, procedures, and regulatory requirements. Assists in HR Service Center activities such as progress monitoring, accuracy of data, and ensuring the timely resolution of service cases. Escalates cases to appropriate parties as necessary.
• Operational Support - Completes all new hire I-9's and associate reverifications. Processes all requests to work abroad in accordance with Bank policy and guidelines. Assists with annual review of knowledge base articles (KBA's) and updating KBA's as required throughout the year.
• Policy Knowledge - Utilizes knowledge of applicable regulations, laws, and other factors affecting the Bank's workforce to offer guidance and education on HR policies. Acts as a resource to associates and managers on the appropriate resolution of HR matters.
• Program Support - Executes HR programs and projects. Ensures successful completion of all initiatives undertaken.

Bachelor's Degree or High School Diploma or GED with 4 years of Human Resources Call Center experience.

Preferred Qualifications:

• Strong customer service skills including strong communication skills - verbal & written.
• Detail-orientated and ability to multitask effectively.
• Exercises discretion in handling sensitive and confidential information.
• Team focused with the ability to work effectively in a fast paced, self-directed environment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits