Human Resources Services Coordinator II

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
The Human Resources Services Coordinator (HRSC) provides first-level support to client employees for payroll, benefits, and system related inquires. The HRSC provides excellent customer service to managers and associates and are well versed in payroll compliance and reporting.
Duties and Responsibilities:
• Provide best-in-class customer service with a proactive approach to create exceptional customer satisfaction using a variety of platforms, including e-mail, chat, & case management system (CRM)
• Provide support to clients by serving as the first point-of-contact to their employees related to payroll, benefits, and system related inquires including, but not limited to:
o Direct deposits
o Missing pay
o Tax changes
o Wage garnishments
o Benefits
o Enrollments
o System navigation
o Password resets
• Explain difficult or complex concepts in easily understood terms
• Utilize the Knowledge Base to resolve inquiries in accordance with client policies and procedures and report any discrepancies or changes to client specifics
• Log, maintain, and track inbound and outbound Service Center calls using a CRM (Salesforce)
• Verify caller identification to ensure compliance and protect sensitive information
• Identify call trends and issues and proactively escalate to the Team Lead or Manager
• Escalate non-routine inquiries and issues to the Team Lead or Manager
• Create, modify, and/or participate in testing process documentation for each assigned client
• Assist Payroll Specialists, Benefits Specialists, and Leads with daily tasks or special projects as needed
• Perform essential peer review for Payroll & Benefits Specialists
• Attend periodic review conference calls with customers and Manager to ensure customer satisfaction
• Adhere to SSAE 16 audit procedures
• Maintain discretion and professionalism with team members and customers
• Develop strong relationships with internal partners and communicate with people at all organizational levels
Required Qualifications:
• 1-3 years of customer service/customer support experience
• Proven experience utilizing Microsoft Office Suite, including Outlook, Word, & Excel
• Proficient in English, both verbal and written, with a demonstrated ability to communicate effectively
• Ability to understand and follow written and verbal instructions in English
• Ability to manage priorities and workflow; able to work under time constraints to ensure that deadlines are met
• Effective collaboration and time management skills
• Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm
• Able to work in Eastern Standard Time (EST) or Pacific Standard Time (PST) zones
Preferred Qualifications:
• Human Resources, payroll, tax, or other relevant work experience
• Experience with UKG products
• Experience with Salesforce or another CRM system
• Familiarity with Google Suite of products
• Demonstrated commitment to excellence and high standards

Experience, Education, Certification, License and Training:
• BCom/BSc/BA degree
• Certification in Benefits Administration industry a plus
• FPC/CPP Certification preferred

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com