HCM Customer Service Professional

HCM Customer Service Professional - 29245 University Staff 

Description 
Who We Are:

 

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration.

Employee Services provides the CU community with excellent services from recruitment to retirement. This office provides technical expertise while administering benefits, professional development, payroll, individual tax management, and strategic HR programs. The functional areas of Employee Services include Payroll, Technologies, Benefits, Retirement, Financial Education, Learning and Development, International Tax and Human Resources.

Position Summary:

The position of the HCM Payroll Support Professional will serve as a functional advisor and ambassador for Employee Services while providing service, support and counseling to university faculty, staff, students, retirees and their dependents through payroll programs, policies and procedures and to department users entering transactions into the Human Capital Management (HCM) system. This position serves as part of a Payroll cross-functional team consisting of HCM/Payroll Support, Payroll Coordinators, and Payroll Processors.  The teams work together, sharing information, with identified campus staff, students, and system users, rotating as determined by team and leadership.  The person in this position will contact and answer calls from customers (employees) and CU department users via telephone, e-mail, , or by responding to and addressing tickets submitted to Cherwell, the HCM/Payroll issue tracking system. Professional customer service and proficient oral and written communication is required of this position. HCM/Payroll Support Professionals must work with a sense of urgency responding to all Cherwell tickets and escalations within the designated Service Level Agreements (SLA) established by Employee Services leadership.

The HCM Payroll Support Professional role will assess incoming issues or concerns and determine the best way to resolve them. This person must determine the customer's knowledge base to educate them on appropriate procedures to ensure timely and accurate payroll payments and may guide users to the appropriate resource materials and training guides.  They will escalate issues to other members of their payroll team as appropriate. This person will be responsible for recording contact information and resolutions into Cherwell.

The HCM Payroll Support Professional role reports to the Payroll Manager and is exempt from the State of Colorado Classified Staff system. 

Where You Will Work:

This position is eligible for a hybrid work model (part work from home, part in office at our 1800 Grant St. location). 

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties & Responsibilities:

Duties and responsibilities of the position include, but are not limited to: 

• Receive inbound calls for level 1 and 2 questions and issues which include but are not limited to the CU policies and procedures, portal access, HCM system, including questions with position data, job data, personal data and time collection.
• Provide answers to questions and issues related to pay, multistate tax compliance and issues, overpayments, and off-cycle payments, Time and Attendance, Absence Management, and CU's Applicant Tracking and Recruiting system. 
• Research and update incorrect or missing data in employees' job or personal data.
• Respond to level 1 and 2 issues sent to the HCM Community email inbox within established SLA.
• Collaborate with other members of the Payroll cross-functional team regarding escalated issues.
• Provide timely feedback to the organization regarding service failures or customer concerns.
• Build sustainable relationships with team and campus staff through trust and open and interactive communication.
• Track all escalations via the Cherwell ticketing system.
• Adhere to established metrics with regards to Cherwell ticket closure.
• Ensure the professional delivery of HCM and payroll actions in compliance with Employee Services technical guidelines, administrative policies, and procedures.
• Prepare and/or review written step-by-step guides on duties to guarantee knowledge transfer opportunities for other members of the Payroll cross-functional team.      

 

What We Offer:

Salary: The anticipated hiring range has been established at $52,000-$53,500.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click here to access a few more Perks and Programs

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

Additional taxable fringe benefits may be available.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/.

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications.  You must meet all minimum requirements listed at the time of application to be considered for this role.

Bachelor's degree from an accredited institution of higher education or equivalent professional experience (education requirement may be substituted by professional experience, including four years' experience in a fast-paced Customer Service environment). At least one (1) year of experience using a Human Resources Information System (HRIS), or other similar systems or tracking systems.

Preferred Qualifications:

Two (2) years of experience using a Human Resources Information System (HRIS), or other similar systems.
• One (1) year experience working as a Customer Service Representative.
• Prior work experience in Higher Education environments.
• Experience with PeopleSoft HCM system.
• Fundamental payroll knowledge including the ability to explain how social security, Medicare, federal and state taxes are taken on a paycheck.

Knowledge, Skills, and Abilities:
To be successful in this position, candidates will need the following:

• Knowledge of payroll systems and processes.
• Knowledge of HCM system.
• Exceptional written and oral communication skills.
• Ability to work independently and under pressure, to manage multiple concurrent tasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness.
• High level of commitment to customer service.
• Ability to utilize Microsoft Office programs.
• Ability to establish and maintain good working relationships with co-workers, supervisors, other University personnel, and the public. 

 

How to Apply:

For full consideration, please attach the following as separate documents to your application:

1. A cover letter identifying the job specific minimum qualifications you possess
2. A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.

Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached.

When to Apply:

For full consideration completed applications must be submitted by June 16th.  Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu.
         Application Materials Required: Cover Letter, Resume/CV     

Job Category: Human Resources 

Primary Location: Denver Department: S0001 -- System Administration - 51000 - Employee Services 

Schedule: Full-time 

Posting Date: Apr 24, 2023 

Unposting Date: Ongoing Posting Contact Name: system hr Posting Contact Email: systemhr@cu.edu Position Number: 00002380

To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=29245&lang=en


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