Job Information
Arizona Public Service HR Service Center Associate I / II | HR Services/Operations in PHOENIX, Arizona
HR Service Center Associate I / II | HR Services/Operations
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Date: May 17, 2024
Location: PHOENIX, AZ, US, 85004-3903
Company: APS
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.
Summary
HR Service Center Associate I/II | HR Services/Operations - Join our dynamic team as an HR Service Center Associate I/II and play a crucial role in providing exceptional HR support and administration.
What your day would be like:
You are responsible for:
Deliver frontline customer service and support to employees, leaders, retirees, dependents, and beneficiaries on Total Rewards programs and other HR topics.
Provide primary phone and email support on inquiries, issues, and requests.
Coordinate and manage escalations with internal and external stakeholders.
Educate employees and leaders on Total Rewards programs, self-service tools, and resources.
Perform daily processing of transactions that support the benefits lifecycle. Ensure data and transactions are accurate and timely.
Research and resolve benefits issues and data discrepancies.
Technology: PeopleSoft, Microsoft products – Outlook, Excel, Word, Teams, PowerPoint, etc., Adobe, OnBase. Power BI.
*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.
Minimum Requirements
HR Service Center Associate I | HR Services/Operations
High school graduate/GED
AND two (2) years of related Human Resource (HR), payroll, systems, customer service or administrative experience.
HR Service Center Associate II | HR Services/Operations
High school graduate/GED
PLUS four (4) years of related Human Resource (HR), payroll, systems, customer service or administrative experience.
Additional Requirements
Knowledge of HR practices; benefit programs such as plan documents, HIPAA, and ERISA; office practices and procedures required.
Experience using PC and computer applications, including excel, query/reporting functions.
Ability to organize, perform basic analysis and report data.
Good math, written and oral communication and customer service skills.
Ability to properly manage confidential and/or sensitive data.
Ability to work effectively in a team environment.
Ability to establish and maintain effective working relationships with all levels of employees and the general public.
Experience working with major HR Systems is helpful; PeopleSoft experience preferred.
Major Accountabilities
1) Provides end- to- end responsibility of invoice processing from receipt till payment for HR vendors/benefit providers. Includes verifying invoice accuracy, researching and resolving issues, working with internal and external stakeholders, etc.
2) Provides support to HR leadership on purchase requests/orders. Includes gathering requirements, creating initial requests, processing renewals, securing approvals, and working with Supply Chain.
3) Provides first point-of-contact support to incoming phone calls, emails and requests on HR policies, processes, programs, benefits and guidelines with the goal of resolving at first contact. Owns case management process which includes opening, managing escalation and closing cases.
4)) Resolves issues that are considered routine and requires limited research by appropriately applying company policies, utilizing internal processes and consulting effectively with other HR departments. Provides effective customer service to promptly and courteously resolve inquiries and complaints. Escalates highly-sensitive issues or complex situations to Sr Associate or leader.
5) Educates employees on company practices and tools (i.e. Empower, employee self-service, manager self-service) to encourage employees to resolve questions on their own.
6) Performs daily processing of many HR programs and benefits such as: retirements, pensions, new hire enrollment, insurance (medical, dental, life, etc.), employee transactions (promotions, transfers, terminations, etc.), family status changes (births, deaths, marriage, etc.), PTO, tuition reimbursements, deaths, retirements, pensions, severances, COBRA, and annual benefits open enrollment. Examines transactions or information to insure compliance with rules and regulations. Discusses discrepancies with appropriate contacts.
7) Audits, tracks, and maintains records and prepares documents in support of HR programs and initiatives and in accordance with APS policies and records retention guidelines.
8) Responds to information requests in support of subpoenas, unemployment claims, employment verifications or other types of requests.
9) Researches, compiles, reviews, analyzes, manipulates and summarizes data and prepares department-related documents, forms, procedures, and/or reports.
10) Assists in documentation of "as-is" processes - high level process documentation as well as step-by-step desk manuals.
11) Participates in continuous team improvement projects to increase the efficiency and effectiveness of HR programs and processes.
12) Assists with additional duties to support other functions within HR as directed.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
Arizona Public Service is a smoke free workplace.
Flex Role:
This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work. Employees will have two options to choose from:
APS office based: The employee prefers to work most of the time from an APS facility.
Home based: The employee prefers to work most of the time from his/her home.
*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.