HR Assistant

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for employee inquiries regarding leave of absence, disability, and other HR-related issues through phone, chat, and email.

• Take ownership of, investigate, and resolve employee inquiries and cases.

• Manage case intake, address policy questions, clarify documentation requirements, and outline next steps.

• Research knowledge bases, FAQs, and standard operating procedures to resolve inquiries and escalate any unresolved cases.

• Engage in empathetic conversations to assess employee needs and modify case management plans accordingly.

• Address issues that arise during leave events and ensure timely communication and documentation.

• Evaluate leave, disability, and accommodation requests using sound judgment and critical thinking skills.

• Accurately document and track employee interactions within the case management system.

• Direct employees to self-service tools and resources.

• Collaborate with HR Business Partners, Benefits, Payroll, Talent Management, Stocks, Operations, and other cross-functional teams.

• Provide insights on process improvements and assist in enhancing HR policies and procedures.

• Manage confidential employee information in accordance with data privacy and security standards.

• Adjust to fluctuating workloads, priorities, time zones, and high volumes of phone, chat, and email interactions.

⛳️ Requirements

• Experience in providing customer service or support, ideally with a focus on inbound calls and chat-based inquiries.

• Capability to demonstrate and communicate empathy effectively.

• Excellent verbal and written communication skills.

• Competence in explaining complex information in a clear and professional manner.

• Ability to research information from multiple resources effectively.

• Skill in analyzing situations, solving problems, and making sound decisions through judgment and critical thinking.

• Experience thriving in a fast-paced environment with shifting workloads and priorities.

• Strong attention to detail and the ability to maintain accurate case documentation.

• Capability to manage confidential and sensitive employee information under stringent data privacy standards.

• Organizational skills and the ability to juggle multiple priorities.

• Previous human resources or HR support experience is advantageous.

• Familiarity with leave of absence, disability, or accommodations processes is a plus.

• Experience with global or multi-region employee populations is beneficial.

• Comfort with HR tools, case management systems, knowledge bases, and online self-service platforms.

• Ability to collaborate effectively with HR, Benefits, Payroll, and Operations teams.

• A dedicated, quiet workspace at home suitable for confidential discussions.

• Flexibility to accommodate different time zones.

• Willingness to be on camera during training and the nesting period.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – Options for pre-tax and Roth post-tax contributions available.

• Voluntary Life Insurance & AD&D for employees and dependents.

• Short and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Access to an Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).