HR Service Center (HRSC) Associate Experience Representative

HR Service Center (HRSC) Associate Experience Representative

Role Overview

Kelaca is seeking an HR Service Center Associate Experience Representative for their client partner in Phoenix, AZ. As the front-line contact for associates and managers, this role provides clear, practical support on day-to-day HR matters across payroll, timekeeping, benefits, performance, onboarding compliance, and related processes. It suits someone who stays calm under pressure, works accurately at pace, and applies policy with sound judgement while maintaining a positive employee experience.

The role operates within a structured HR service model that handles high enquiry volumes with accuracy and consistency. It provides a single entry point for common questions and transactions, keeps cases moving from enquiry to resolution or escalation, updates knowledge materials, and ensures issues needing specialist review are routed appropriately. In practice, it turns HR policy into straightforward guidance and support employees and managers can act on.

Key responsibilities

• Act as the first point of contact for HR-related questions from associates, managers, and business partners.

• Respond to enquiries received by phone and through the HR service portal, resolving issues where possible and escalating where needed.

• Provide practical guidance across payroll, timekeeping, benefits, performance management, and termination-related processes.

• Complete core HR administrative activities, including new-hire I-9 documentation and reverifications.

• Monitor service cases for progress, accuracy, and timely closure.

• Process policy-led requests, including work-abroad requests, in line with established guidelines.

• Maintain and update knowledge-base articles so guidance stays current and usable.

• Support delivery of HR programmes and projects as required.

What success looks like

• Employees and managers receive clear, consistent, and useful answers to common HR questions.

• Service cases are handled accurately, progressed promptly, and escalated at the right time.

• Sensitive information is managed with discretion and professionalism.

• Administrative tasks are completed correctly and in line with policy and compliance requirements.

• The service team is seen as dependable, responsive, and easy to work with.

Knowledge & tools

• HR policies, procedures, and benefits: needed because the role is expected to answer a wide range of first-line questions and help people understand how internal processes apply in practice.

• HR compliance and labour-law awareness: important because the role touches regulated activities and time-sensitive employee matters where inaccurate guidance can create risk.

• Case-management systems such as ServiceNow: useful for handling enquiry volume, tracking progress, documenting actions, and supporting consistent resolution.

• Payroll and timekeeping support knowledge: relevant because many incoming questions are operational, recurring, and require accurate explanation rather than simple signposting.

• I-9 completion and reverification: required because onboarding and employment-verification steps need correct documentation and careful follow-through.

• Knowledge-base maintenance and policy-driven processing: valuable because the team relies on current guidance to deliver consistent answers and process requests such as work-abroad applications.

Capabilities

• Clear, structured communication across phone, portal, and written case updates.

• Good judgement when balancing direct resolution with timely escalation.

• Comfort working in a high-volume environment with multiple live tasks.

• Attention to detail when handling documentation, records, and compliance-sensitive steps.

• A practical, service-minded approach that combines empathy with process discipline.

Operating environment

The role operates in a fast-paced HR service setting where responsiveness, organisation, and consistency matter every day. Work moves between inbound enquiries, case management, and transactional support, so the ability to stay composed while switching between tasks is important. Because the role supports sensitive employee matters, discretion and policy discipline are essential.

Behavioral signals

• Communicates clearly and professionally with a wide range of internal stakeholders.

• Collaborates well with colleagues and specialist teams to move cases forward.

• Shows empathy and sound judgement when handling sensitive people matters.

• Stays calm under pressure and manages changing daily priorities effectively.

• Takes ownership of follow-through while knowing when to escalate.

Interfaces

• Associates and employees seeking HR guidance.

• People managers requiring support on employee processes and policy questions.

• Business partners and internal stakeholders connected to HR service activity.

• HR colleagues and specialist teams who receive escalated or follow-on cases.

• Compliance or operational partners involved in policy-led processes.

Employee value proposition

This role offers broad exposure to core HR operations and employee-support activity in a structured, service-led environment. It is well suited to someone who enjoys helping people, solving practical problems, and building credibility through reliable execution. The work provides variety across case handling, policy application, and administrative support, with opportunities to strengthen judgement, stakeholder communication, and operational HR knowledge.

Location & working pattern

• Employment type: Contract

• Work style: Hybrid, fixed location

• Primary location: Phoenix, Arizona

• Working pattern: Typical business hours, with an increased in-office presence during the initial training period