Job description

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Direct Client requirement
Title: Service Delivery and Operations (Ops) Talent (HR) Service Desk
Location: Remote
Type: 2-3 Months Contract with Possibility extn

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 client'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 client 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 Health & Welfare benefits experience
· Experience working remotely in a contact center environment.

Nice-to-haves:
· Experience with Leave of Absence and Payroll.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.

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