Clerk, HR Contact Centre

Job Description

As the primary point of contact for HRSS Contact Centre for all employees and team leaders, the Clerk responds to first level enquiries and provides information and guidance, and/or investigates and pinpoints issues related to HR and benefit services. As required, escalates more complex and elaborate issues for further research and resolution. The Clerk provides accurate and timely services to employees in the day-to-day administration operating within established turnaround and processing guidelines. 
 

Job Responsibilities

Below are the main job requirements and responsibilities for the Clerk Contact Centre Level 1: 

1. Responds to enquiries through various communication channels. Provides clear interpretation and guidance related to Personnel Administration and Time Management. Researches, pinpoints and communicates the cause and solution to issues that require investigation, and as needed escalates more complex and elaborate issues. 

2. Responds to employee and Payroll enquiries on taxation and bank details. Verifies and processes requests for confirmation of employment to employees and 3rd parties.  Ensures time-sensitive and/or pay-affecting actions are resolved or escalated to safeguard employee and corporate interests (i.e. overpayments and re-direction of pay to a new bank account, etc.). Generates pay simulations and at times puts through requests to the Transaction Centre to stop or re-call pay.  

3. Communicates benefit entitlements and associated processes under the various HR and Benefit plans and other leave programs. Conducts research on employment historical records in order to accurately apply eligibility rules and entitlement allowances to current and past employees, dependents, estate executors and beneficiaries of deceased employees. Explains options to ill or injured employees concerning the disability insurance plan. 

4. Educates employees and team leaders on interpreting employees’ data, recommending corrective action where required. Promotes the use of employee self-serve and management self-serve. 

5. Completes an investigation, creates corresponding cases and forwards them to the appropriate team for processing when a correction is required. Escalates outstanding problems to the next level of intervention when necessary. Communicates case/enquiry results to both callers and Team Leads. 

Job Responsibilities (continued)

6. Communicates with a variety of internal and external sources when dealing with employee issues including payroll service providers, Human Performance Management community, government agencies, insurance companies, financial institutions and Workers’ Compensation Boards.  

7. Completes various administrative duties including to printing and mailing of documents such as various forms, tax slips, pay statements, etc.  

8. Remains abreast of all relevant changes in collective agreements. 

9. Performs other related duties as required.  

Qualifications

Education 

• Completion of secondary school according to provincial standards or equivalent (GED) is required PLUS  
• Completion of post-secondary (College/University) courses in a related field is required. 

Experience 

• 1-3 years of related work experience is required. 

Other Candidate Requirements 

• Can deduce pertinent information from available data and summarize it into a concise and accurate account of the customer’s needs and concerns. 
• Proficient with Windows and standard PC applications such as Human Resources Shared Services, MS Office and Outlook. 
• Strong keyboarding/typing skills of 30 wpm with 95% accuracy. 
• Adaptable to changing daily priorities and capable of spending extended periods of time on the phone and/or working at a computer. 
• Effective interpersonal skills, reliability, integrity, professionalism, team spirit and the proven ability to maintain confidentiality. 
• Able to maintain a high degree of productivity and work with minimal supervision, exercising initiative, independent judgement and tact. 
• Able to effectively organize workload, set priorities and multitask. 
• Comfortable working in high pressure situations and dealing with internal or external clients. 

Other Information

Statement of Qualifications / Essential Requirements:

Knowledge:
• Knowledge of Canada Post: the organization structure
• Working knowledge of Windows and Corporate standard PC applications (e.g. SAP, MS Office,
   outlook)
• Knowledge of Payroll, Time Management, Customer Service Call Centre or Human Resources
   and Benefits environments

Skills, Abilities and Personal Suitability:
• Ability to plan and organize workload including prioritizing work to meet required deadlines and
   carrying out assigned tasks to completion
• Ability to listen attentively to customers to solve problems and negotiate effectively
• Ability to adapt quickly to change and to adjust to a new environment
• Ability to quickly learn new processes and systems
• Ability to deduce pertinent information from available data and summarize this into a concise and
   accurate account of the customer’s needs and concerns
• Ability to maintaining a professional rapport with customers, peers and line managers particularly
   in stressful situations
• Ability to communicate effectively both orally and in writing in both official languages
• Ability to calculate basic arithmetic
• Ability to accurately record information over the telephone
• Effective interpersonal and communication skills, reliability, integrity, professionalism and team
   spirit
• Adaptable to changing daily priorities
• Maintain a high degree of productivity
• Work with minimal supervision, exercising initiative, independent judgement and tact in
   performance of assigned tasks related to customer satisfaction and service improvements