Benefits, Leaves, Payroll and Talent

Pay rate is $ 23.48/hr on W2 and 3 months contract and please Try to answer prescreening:

100% REMOTE

Title: Service Delivery and Operations (Ops) Talent (HR) Service Desk

Location: REMOTE_ New York, NY 10020 USA

Duration: 3 Months

Screening Questions:

1.How many years of contact center experience do you have?

2.Do you have experience working remotely in a contact center environment?

3.Please describe your experience with Health & Welfare benefits, Leave of Absence and Payroll experience.

4. How many years of experience do you have for the following skills?

Health & Welfare benefits

Leave of Absence

Payroll

Job Description:

The Service Delivery and Operations (Ops) Talent (HR) Service Desk is responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience. The Senior Representative is expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies. The Senior Representative is also expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries. The Senior Representative ensures information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS).

This role is responsible for educating callers and guiding employees on where information can be found on Deloitte’s intranet site as well as resolving interactions on first contact or escalating high complex issues to the next level of support. While working in a call center environment, the Representative ensures that accurate documentation and summarization of all interactions is completed in the Deloitte Case Management System.

Some of the work streams the supports are provided in the following sections:

Benefits Primary Support

Health Plans

FSA/HSA Plans

Time Off Plans

Life Events

Life Insurance

Retirement Plans

Direct Billing

Partner Plans

Leave of Absence & Disability Primary Support

Long Term Disability

Short Term Disability

Family & Medical Leave

Parental LOA

Personal LOA

Military LOA

Payroll Secondary Support

W2 Support

Pay Statements

Tax Equalization

Multiple State Tax

Tax Jurisdictions

Imputed Income

Additional Attributes to Be Successful in the Job Role:

Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.

Ability to work independently and involving leadership when appropriate.

Adherence to schedule provided by Workforce Management Team.

High level of professionalism to deal with confidential information with appropriate discretion.

Consultative approach of educating customers so that they make informed decisions.

Excellent listening skills with the ability to ask questions in a non-demeaning manner.

Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often “personal in nature” customer support.

Excellent problem solving, analytical, technical and research skills.

Proven ability to work in an ever-changing environment, empathize when needed, and remaining calm under pressure.

Ability to work in a team environment with a client service focus.

Focus on the customer’s underlying needs by proactively seeking information from them.

Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.

Must haves:

1+ year of contact center experience

1+ year of Cynthia benefits experience

Experience working remotely in a contact center environment.

Nice-to-haves:

Experience with Leave of Absence and Payroll.

Job Types: Contract, Temporary

Pay: $23.48 per hour

Expected hours: 40 per week

Schedule:
• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote

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