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  • Alexandria, VA

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Call Center Tier 2 – HR Specialist

KnowledgeBank, Inc. • Alexandria, VA

Posted 2 months ago

Job Snapshot

Travel - None
Experience - 4 to 7 years
Degree - 2 Year Degree
Government - Civil Service
Human Resources

Job Description

KnowledgeBank, Inc. is an award winning provider of human capital, organizational effectiveness and learning solutions, as well as innovative outsourced and project-based human capital management services to organizations ranging from large Federal agencies, state and local governments, Fortune 500 firms and small and emerging companies.

We are currently seeking a full time experienced Call Center Tier 2 - HR Specialist to support one of our federal clients onsite located in Alexandria, Virginia. This position is full time and onsite.
The successful candidate has at least two years of federal HR experience with the ability to work independently. Additionally, this candidate will be able to perform the following tasks.
  • Resolve transactions and standard cases such as: process garnishments and child support.
  • Respond to interrogatories on court orders, process lump sum and compensatory time payments, process VLTP recipient applications, process position-impacting, pay-impacting, and separation personnel actions.
  • Process FEHB or FEGLI court orders, benefit changes upon LWOP/RTD, create LEO certification forms, and calculate/process Service Computation Dates.
  • Responsible for performing research on employee records and understanding the HR and payroll systems and the data that resides within.
  • Researching and resolving questions regarding employee payroll forms, benefit information and documents and related personnel transactions.
  • Coordinating responses and answers with the PP&B processing Teams and/or with agency HR representatives and employees.
  • Reviewing employees' records to provide explanations for questions related to pay statements system NFC-RUMBA, system WebTA-timecards, benefits forms, and Personnel system-RPA actions and other system research.

Job Requirements

The required qualifications for this position include:

  • 4+ years of call center experience
  • 2+ years of supervisory experience
  • Must be able to read, speak, and write English clearly, professionally and fluently
  • Demonstrated ability to use Microsoft applications such as Excel, Word, and Outlook
  • Strong typing and writing abilities
  • Excellent listening and human relations skills
  • Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
  • Excellent customer service, leadership and team interaction skills required
  • Demonstrated ability to coach and motivate team members to higher levels of performance
  • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit
  • Must have experience with various software applications including internal and external websites and customer relationship management systems (EmpowHR, Siebel, WebTA, etc.)
  • Proven experience managing others, preferably as a call center shift lead or higher
  • Proven ability to work as a team member
  • Experience with HR (specifically payroll, personnel, and benefits) highly desired
  • Must be able to obtain and maintain a public trust clearance
  • Must be a US citizen
About KnowledgeBank
KnowledgeBank offers a competitive pay and benefits package that includes generous paid-time-off including holidays, short-and-long-term disability; group health insurance including medical, dental and vision coverage; flexible spending account for health and dependent care; 401(k) retirement plan and professional certification reimbursement.
KnowledgeBank is an Equal Opportunity/Affirmative Action Employer. Members of ethnic minorities, women, special disabled veterans, veterans of the Vietnam-era, recently separated veterans, and other protected veterans, persons of disability and/or persons age 40 and over are encouraged to apply.
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