Overview:     

Provides Human Resources (HR) support to employees, former workers, and retirees. Responsible for partnership and collaboration with HR Centers of Excellence (COEs) when needed to work towards a resolution.

Primary Responsibilities:

• Function as the first point of contact for HR related inquiries by receiving and responding to incoming telephone calls and Service Now Tickets from employees, managers, former employees and retirees, in a timely and accurate manner.       
• Complete outbound calls to employees, managers, former employees and retirees as necessary to obtain needed information to resolve customer issues.         
• Assist employees and/or managers with the resolution of payroll related inquiries and discrepancies.
• Support employees and/or managers regarding HR policy and procedure inquiries.
• Provide support to employees and/ or managers with transactions and processes in the HRIS system including password resets, delegation, process review, annual event support, and general navigation.
• Assist employees and retirees with benefits and benefit plans 401k, Employee Stock Purchase Plan, Pension, medical, dental, vision including enrollment to support their elections on coverage, support all benefit related questions and act as a liaison between the employee and our Retirement and Health and Welfare providers for support and servicing. Process dependent verification documents to ensure eligibility and compliance with benefit plans as well as accuracy and completeness of employee related information. Process pension commencements and respond to related inquiries for retiring employees.
• Manage and track escalated cases prior to referring to subject matter experts within HR. Research complex requests requiring coordination with multiple departments to gain the information necessary to respond in a timely and accurate manner.
• Support employees with basic Leave of Absence questions.            
• Understand and apply HIPAA knowledge to work.              
• May begin to observe and/ or present a portion of HR material during weekly new hire orientation.            
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities: 

The HR Service Center provides employees, managers, former workers and retirees HR support to resolve HR related questions and issues.  This position receives inbound calls, makes outbound calls to employees and responds to requests in the request platform. The position interacts, collaborates and works with various departments within Human Resources and/ or the Bank to obtain information to resolve issue.

Supervisory/Managerial Responsibilities:

No supervisory responsibilities.

Education and Experience Required:

• Associates’ degree in Human Resources, Business Administration, or Communications and a minimum of 1 year HR Service Center or comparable setting experience, OR in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 year’s HR Service Center or comparable setting experience
• Proficient in the use of Personal Computers including word processing, presentation, spreadsheet and industry specific software
• Proven verbal and written communication skills       
• Proven customer service skills           
• Demonstrated proficiency of quickly responding to a wide variety of topics in an accurate and timely fashion
• Proven problem-solving skills           

Education and Experience Preferred:

• Bachelor’s degree in Human Resources, Business Administration or Communications
• Ability to defuse irate or emotional callers    
• Ability to consistently demonstrate courtesy, helpfulness, professionalism, empathy and politeness to callers 
• Knowledge of Company Benefits, Payroll and Compensation policies and procedures      
• Ability to display integrity and respect of the client by maintaining confidentiality on issues        
• Strong consulting and influencing skills        
• Sound research and analytical skills
• Proven decision-making skills

Physical Requirements:

Location