Overview:Receives and responds to internal/external customers regarding Human Resources (HR) questions, concerns and issues. Handles more complex inquiries, and seeks to resolve them in a timely and accurate manner.Primary Responsibilities:
Receive and respond to incoming telephone calls, mail, fax and email on Human Resources-related matters from employees, managers, former employees and retirees, in a timely and accurate manner.
Complete outbound calls to employees, managers, former employees and retirees as necessary to obtain the information needed to resolve customer issues.
Manage and track escalated cases prior to referring to subject matter experts within HR. Research complex requests to gain the information necessary to respond to them in a timely and accurate manner.
Provide guidance and training to less experienced staff members.
Maintain thorough knowledge of Human Resources practices, policies and procedures, including all employee benefit plans, inclusive of Retirement (401k, Employee Stock Purchase Plan, Pension) and Health and Welfare (Medical, Dental, Vision, HAS) to support servicing of customer.
Complete timely and accurate processing of employee-related data changes, such as addresses, leave of absence, dependent verification, employment verifications and voluntary resignations, to support accuracy of HR-related information.
Process pension commencements and respond to related inquires for retiring employees.
Assist employees and/or managers with the resolution of payroll inquiries and discrepancies, and time and attendance system and HR system issues.
Identify process improvement opportunities in the area and provide assistance in their implementation as necessary.
Serve as back-up to the Team Leader as required by absence.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
Scope of Responsibilities:HR Direct is the Bank’s internal contact center for HR-related questions and issues of employees, managers, former employees and retirees. This position provides quality service to current and former employees, managers, retirees and external customers in the resolution of their HR-related questions. The position interacts and communicates with various departments within Human Resources to obtain the required information to properly respond to these calls as needed.Education and Experience Required:Associates’ degree in Human Resources, Business Administration, or CommunicationsA minimum of 2 years’ HR Service Center or comparable setting experience,OR in lieu of a degree,A combined minimum of 4 years’ higher education and/or work experience, including a minimum of 2 years’ HR Service Center or comparable setting experienceThorough knowledge of personal computers and pertinent word processing and spreadsheet software and ability to work with multiple applications simultaneouslyAbility to work with limited supervisionKnowledge of Company Benefits, Payroll and Compensation policies and proceduresStrong verbal and written communication skillsProven customer service skillsDemonstrated proficiency of quickly responding to a wide variety of topics in an accurate and timely fashionProven problem-solving skillsEducation and Experience Preferred:Bachelor’s degree in Human Resources, Business Administration or CommunicationsMinimum of 1 year’s Human Resources experience concentrating in Employee Benefits or PayrollAbility to defuse irate or emotional callersAbility to consistently demonstrate courtesy, helpfulness, professionalism, empathy and politeness to callersAbility to display integrity and respect of the client by maintaining confidentiality on issuesStrong consulting and influencing skillsSound research and analytical skillsProven decision-making skillsM&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBuffalo, New York, United States of AmericaM&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.
Full-time