Role at a glance
- Job function
-
Human Resources & People Operations HR Strategy & Operations
- Salary
- Not Disclosed
- Location
- Heredia Costa Rica
- Work arrangement
- Hybrid
- Employment
- Full-time
- Experience
- Previous relevant experience in contact center (desirable) Knowledge in Workday and ServiceNow (desirable) Knowledge in HR (desirable) Intermediate/Advance English level (writing and spoken) Proficient in Microsoft Office Proven organization and time management skills Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication skills Experience in customer service
- Education
- Bachelor’s degree/University degree or equivalent experience
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Role Summary
The HR Connect NAM Inquiry Management Specialist provides operations support and responds to employees’ and managers’ questions about HR topics, including total rewards, compensation, benefits, learning, and HR systems. The role handles inquiries through cases, live chat, and phone in a contact center environment.
What You'll Do
- Support the inquiry management team by handling cases, chats, and phone calls.
- Instruct customers on available systems and employee and manager self-service options.
- Provide a client experience measured against specific metrics.
- Assess risk, follow applicable policies and regulations, and escalate, manage, and report control issues.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
English proficiency at an intermediate/advanced level in writing and speaking; Microsoft Office proficiency; organization and time-management skills; problem-solving and decision-making skills; clear written and verbal communication; customer service experience.
Required
- Intermediate/Advance English level (writing and spoken)
- Proficient in Microsoft Office
- Proven organization and time management skills
- Demonstrated problem-solving and decision-making skills
- Consistently demonstrates clear and concise written and verbal communication skills
- Experience in customer service
- Bachelor’s degree/University degree or equivalent experience
Preferred
- Previous relevant experience in contact center
- Knowledge in Workday and ServiceNow
- Knowledge in HR
Original job description
Content provided by the employer
Original job description
Content provided by the employer
HR Connect NAM Inquiry Management Specialist is an entry-level position responsible for providing operations support services, including but not limited to; customer support to employees and managers on HR related topics: total rewards, compensation, benefits, learning, HR systems direct access, etc.
The HR Connect NAM Inquiry Management Specialist processes inquiries employees and managers might have, which can be addressed through cases, live chat and phone calls in a contact center environment.
Responsibilities:
- Support case inquiry management team with cases, chats and phone (Contact Center).
- Serves as the instructor to our customer on the systems and self-service options available for employees and managers.
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- Previous relevant experience in contact center (desirable)
- Knowledge in Workday and ServiceNow (desirable)
- Knowledge in HR (desirable)
- Intermediate/Advance English level (writing and spoken)
- Proficient in Microsoft Office
- Proven organization and time management skills
- Demonstrated problem-solving and decision-making skills
- Consistently demonstrates clear and concise written and verbal communication skills
- Experience in customer service
Education:
- Bachelor’s degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
About the company
Citi
Large Enterprise
Citi is a global financial services corporation that offers a wide range of financial products and services, including consumer banking, credit, investment banking, and wealth management. With a presence in nearly 100 countries, Citi serves millions of customers, from individuals and small businesses to large corporations and governments. The company is dedicated to innovation and sustainability, actively working to support economic growth while addressing environmental and social challenges. Citi’s commitment to providing exceptional service and fostering diverse talent makes it a prominent choice for students aspiring to build a career in finance and banking.