Customer Service Lead Visa Sponsorship Jobs in Missouri

SCHEDULED HOURS

40

Position Summary

Provides specialized Human Capital Management (HCM), compensation, time/absence or academic information oversight and support and addresses complex to highly complex processes, policies and transactions within the University across multiple schools and departments, and divisions. In addition, this role provides internal/external operational training, as well as direction and oversight to the team responsible for data entry in order to ensure adherence and on-going updates to standard operating procedures and customer service level agreements. Serves as key point person to departments for payroll and other HCM support.

JOB DESCRIPTION

PRIMARY DUTIES & RESPONSIBILITIES:

Customer Service

• Responds quickly and effectively to all departmental questions related to transactions as well as adhere to timeline driven standards.

• Serves as liaison for various departmental, divisional and school-wide customer communications and payroll regarding policies and procedures to assist, resolve problems and/or escalate issues in a timely manner.

• Provides support with answers to common and escalated questions on detailed and often complex employee and manager processes or policies to ensure timely follow-up and resolution to all questions and situations serving as subject matter expert.

Data Management

• Adheres to University and HR regulatory standards for data management and integrity and validate supporting documentation.

• Audits and/or approves data, which may include transactions such as promotions, transfers, equity adjustments, academic appointments and/or all monthly and/or biweekly payroll transactions to ensure consistency with University policies and deadlines.

• Monitors transactions to review for FLSA compliance and ensure adherence to salary range rates and starting salaries and time management, as needed.

• Collects transactional data, identifies trends and communicates reports of inquiry themes to the broader client base.

• Monitors, reviews, and conducts analysis of established Service Level Agreements (SLAs) and communicates routinely with customers on adherence trends for all areas assigned under supervision.

Team Oversight

• Provides day-to-day leadership to the team executing the data entry/management within functional area the critical processing tasks in HR operations.

• Facilitates just-in-time learning for team members.

• Conducts and documents formal knowledge transfer using relevant approaches (1-on-1 discussions, summaries, job aids, FAQ’s, etc.)

• Monitors duties of team members to balance workload.

Maintain Standards

• Identifies opportunities for improvement and follows up to ensure consistency and a high standard of customer service.

• Engages in continual improvement through on-going training.

Internal Collaborator

• Communicates proactively with Data Audit Lead on a routine basis regarding trends in data to work on streamlining efforts.

• Collaborates with internal University resources to develop best practices that facilitate data integrity, University compliance and quality assurance in a timely manner.

Support

• Provides back-up support and assistance to the team. Participate in business process testing and initiatives as appropriate for assigned area of support.

Performs other duties as assigned.

WORKING CONDITIONS:

Job Location

• Normal office environment

Physical Effort

• Typically sitting at desk or table

• Repetitive wrist, hand or finger movement

• Ability to move to on and off-campus locations

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

REQUIRED QUALIFICATIONS

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Large, Complex Human Resources/Payroll Service Center Environment (4 Years)

Skills:

Labor and Employment Law, Labor Standards, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Payroll Taxes

Driver's License:

A driver's license is not required for this position.

MORE ABOUT THIS JOB

Required Qualifications:

• HR Service Delivery team experience.
• Proficient in Human Resource system such as Workday, Oracle, SAP, etc.

PREFERRED QUALIFICATIONS

Education:

Bachelor's degree - Human Resources Management

Certifications/Professional Licenses:

Certified Professional (SHRM-CP) - Society for Human Resource Management, Professional in Human Resources (PHR) - HR Certification Institute (HRCI)

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Adaptability, Analytical Thinking, Critical Thinking, Customer Service, Deadline Management, Detail-Oriented, Fast-Paced Environments, Interpersonal Communication, Oral Communications, Organizational Savvy, Prioritization, Sound Judgment, Workday Software, Working Independently, Workload Management, Written Communication

GRADE

G11-H

SALARY RANGE

$27.21 - $43.56 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

QUESTIONS

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

ACCOMMODATION

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

PRE-EMPLOYMENT SCREENING

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

BENEFITS STATEMENT

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.