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HR INFO CTR SPECIALIST

Employer
Duke University
Location
Durham

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Job Details

Auto req ID
113441BR
Duke Entity
CENTRAL ADMIN MANAGEMENT CTR
Job Code
855 HR INFO CTR SPECIALIST
Job Description
Act as a resource to internal and external customers in resolving transactions and customer service requests in the areas of pay, benefits, staffing and general human resources; provide sound interpretation and application of HR policies applying a broad base of human resources knowledge, judgment and initiative; process HR transactions, interacting with various departments to resolve human resource concerns.

Work Performed

Partner with Human Resource Information Center manager to further develop and integrate tools to increase customer awareness and satisfaction, as well as improve overall system and operating efficiencies.

Function as front line customer service representative for the Human Resources Information Center, respond to telephone and walk in inquiries from customers and departments and resolve issues and problems that require a broad base of HR knowledge. Work will require the ability to proactively resolve issues and seek answers. Process a high volume of HR transactions/changes in a timely and accurate manner; input changes and relevant information into the appropriate computer system according to operating procedures and Duke policies for multiple human resource transactions, including hiring, personnel changes, reclassifications, benefits enrollment/changes and related activities.

Help customers resolve delays in transaction processing due to incomplete forms or failure to complete all required activities through collaborative work with employees throughout the organization.

Make recommendations for process improvements to continuously improve efficiency and customer service.
Resolve routine and escalated customer service concerns utilizing expert customer service skills; utilize information systems and call center systems to resolve routine and complex customer concerns.

Establish and maintain accurate personnel records information. Interpret and apply HR policies when answering customer questions and processing transactions. Continuously learn and adapt to new policies and procedures required to process and resolve personnel transactions, inquiries and issues. Maintain a high level of confidentiality when researching and resolving customer concerns.

Provide on-going education and information to customers and provide training and education to departments throughout the university and health system.

Assist Human Resource Information Center Manager with special projects as assigned. Advocate and demonstrate behaviors that support Duke’s core principles of teamwork, diversity, respect, learning and trustworthiness.

Perform other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.


Location
Durham
Requisition Number
401594986
Position Title
HR INFO CTR SPECIALIST
Shift
First/Day
Job Family Level
72
Full Time / Part Time
FULL TIME
Regular / Temporary
Regular
Department Name
Human Resources Information Center
Minimum Qualifications
Education:  Work generally requires organizational, analytical and communication skills normally acquired through the completion of a bachelor's degree program.


Experience:  Work requires a minimum of one year experience in Human Resources or one year in a production oriented, customer focused environment where organizational and multi-tasking skills were used on a regular basis. Intermediate knowledge of Windows, MSWord, and the Internet. Strong preference for Lotus Notes, Resumix, and SAP. Prefer 1 year of call center or in-person customer service experience. Must demonstrate a commitment to deliver superior quality customer service, a high level of performance, the ability to work with diverse customers, and the ability to collaboratively problem solve and work in teams. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Organization

Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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