Sr HR Service Center Representative

      

This position is responsible for three major areas in our HR Service Center. The first area is to perform required HR Operational processes for the organization. The second area is to provide project support by either acting as a team member, leading an improvement initiative, or creating materials that ensure the HR Service Center can run effectively. The third area is to resolve more complex cases that are escalated and to provide back-up as well as coaching to the Customer Care Professional roles.

         

          

DUTIES & RESPONSIBILITIES: 

• Perform HR related operational tasks assigned to the HR Service Center accurately and within Service Level Agreements (SLAs) needed for each task (e.g., I-9 administration, DocuSign administration, job profile set-ups, organizational change updates, data quality/compliance audits, data change requests, etc.).
• Create or revise current Standard Operating Processes (SOPs) and other documentation/materials for HR related operational tasks which may include process steps, exceptions, different approaches by worker type, reporting, templates, training, and escalation paths.  In addition, upon requested continuously maintain the knowledge articles to ensure that the HR Service Center team has access to relevant and up to date information in order to properly respond to customer inquiries and requests.
• Resolves concerns or problems by researching and/or completing required action while ensuring responses given align with Thrivent policies and procedures.
• Suggest, lead, and evaluate process improvements for HR Service Center to reduce time or resources required or to improve the accuracy and efficiencies of HR processes. 
• Participate as a HR Service Center subject matter expert in continuous improvement projects across HR.
• Respond to more complex or escalated HR Service Center requests while providing excellent customer service to the requestor which may be a past, present, or future Thrivent Worker or a vendor/regulator.
• Provides coaching and back-up to Customer Care Professionals when needed.  Evaluate, interpret, and analyze cases ensuring answers provided align with Thrivent policies and procedures.  When needed, act as a liaison with the COE (Center of Excellence Teams) or vendor partner, providing insight & recommendations to resolve while identifying opportunities for process improvements across HR as applicable.
• Perform root-cause investigation when data or unique situations arise to mitigate of future issues.  Surface trends to COE and train the HR Service Center team on resolution to continue to build knowledge and excellent customer service.

​

QUALIFICATIONS & SKILLS:  

 Required:

• Associate’s degree in human resources or a related field with three years of progressive HR experience or High School diploma with five years of progressive HR experience.
• In-depth knowledge of HR topics across all COEs – Payroll, Benefits, Performance Management, Recruiting, HRIS, Learning and Development, etc.
• Ability to manage and run HR Operations processes independently and implement process improvements.
• Project and time management skills to deliver on project assignments or entire project plans.
• Strong customer service skills and demonstrated organizational skills.
• Demonstrated peer leadership skills, coaching, and a high degree of accountability.
• Effective verbal and written communication skills with a strong attention to detail.
• Proficient user of case management, HRIS, and knowledge tool systems, Microsoft Excel and Word
• Ability to work in a fast-paced environment with a variety of personality types, shifting priorities, and frequently changing programs/information.
• Ability to maintain confidentiality of employee information.
• Experience with creation of start to end Standard Operating Procedures for a process.

 Preferred: 

• Bachelor’s Degree in Human Resources or related field.
• Three years of experience in a HR Department Service/Call Center.
• Three years of experience processing HR Operational Tasks.
• Experience with Workday.

              

Pay Transparency

 

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $23.59 - $31.92 per hour, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

 

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

 

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

 

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.