Benefits Associate/Analyst
Required Qualifications:
- High School Diploma or GED equivalent
- 3 or more years direct experience in a customer service area working in a structured environment handling inquiries via several methods of communication including phone and chat
- Proficient (perform the skill with limited assistance) in Word, Excel and PowerPoint
Preferred Qualifications
- Human Resources experience
- Experience in SuccessFactors
- Ability to follow written procedures and security guidelines
- Good analytical skills and proven problem-solving abilities in a time-critical environment
- Must be motivated and a self-directed individual committed to providing a high level of customer service
- A proven team-player with superior interpersonal, organization, as well as oral and written communications skills required
Responsibilities May Include
- Use systems, knowledge resources and other reference materials to assist in resolving questions and/or requests
- Clearly communicate HR objectives, policies, procedures, and government regulations
- Review and resolve or assign questions and/or requests from a variety of sources including phone, web or chat in accordance to service levels
- Responsible for proper handling of inquiries, including research, resolution, and maintaining detailed ticket descriptions, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other HR team members during escalations
- Gain in-depth knowledge of software, systems, applications, policies, processes and procedures used and supported within Human Resources
- Work as a team member focusing on the customer experience, providing outstanding customer support
- Recommend or suggest methods to simplify and enhance processes, procedures, and technologies
- Appropriately disseminate and manage access to sensitive data in a confidential manner consistent with federal regulations and Phillips 66 policy compliance
- Assist with the implementation of programs, policies, and services provided by the Company by acting as the customer's first line of contact
- Create and review knowledge article content
- Performs other related duties as assigned