Human Resources Information Center Specialist
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Job Description
HR Info Center Specialist providing support for HR inquiries and transactions at Duke University. Ensuring high-quality customer service and compliance with HR policies and procedures.
Responsibilities:
- Serve as a front-line customer service representative for the Human Resources Information Center, responding to phone, email, and in-person inquiries.
- Resolve routine and escalated HR questions and issues by applying a broad understanding of HR policies, procedures, and systems.
- Process HR transactions accurately and timely, including benefits enrollments, changes, and related activities.
- Partner with customers to resolve delays caused by incomplete or inaccurate submissions.
- Maintain accurate and confidential personnel records in accordance with university policies and legal requirements.
- Interpret and clearly communicate HR policies and procedures to employees and departments.
- Use HR information systems and call center tools to document, track, and resolve customer needs.
- Identify trends and recommend process improvements to enhance efficiency, service quality, and customer satisfaction.
- Provide education, guidance, and training to employees and departments as needed.
- Collaborate with the HR Information Center Manager on special projects and service enhancements.
- Demonstrate behaviors that align with Duke’s core values of teamwork, diversity, respect, learning, and trust.
- Perform other related duties as assigned to support HR operations.
Requirements:
- Bachelor’s degree or equivalent combination of education and experience
- At least one year of experience in Human Resources or one year in a customer-focused, production-oriented environment
- Strong customer service orientation with a commitment to delivering high-quality support
- Effective verbal and written communication skills
- Analytical and problem-solving abilities with attention to detail
- Ability to work collaboratively and effectively with diverse populations
- Intermediate proficiency with Windows, Microsoft Word, and internet-based tools
- Experience with HR systems such as SAP and Kenexa BrassRing preferred
- Bilingual language skills are a plus, but not required.
- Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.
Benefits:
- comprehensive and competitive medical and dental care programs
- generous retirement benefits
- wide array of family-friendly and cultural programs to eligible team members
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