Department: Office of Human Resources Salary/Grade: NEX/14
The Senior HR Support Coordinator serves in a key role within a Human Resources cross-functional service hub that provides front-line, customer oriented support to Northwestern employees and administrators regarding a wide variety of inquiries related to various HR functions and systems, including but not limited to Talent Acquisition, Benefits, Learning and Organizational Development, Compensation, Payroll and Operations. This position has a direct impact on establishing Northwestern’s reputation as an employer who offers excellent customer support throughout all HR-related interactions and transactions.
The Sr. HR Support Coordinator actively listens to customer inquiries to gain a full understanding of questions, issues and concerns in an effort to provide resolution or to identify when it is appropriate to transition a case to a higher tier help level. The role requires broad knowledge of operational procedures and tools obtained through extensive work experience and must have the ability to work under limited supervision for routine situations. This role provides assistance and training to the HR Support Coordinators. Situations and problems that the Sr. HR Support Coordinator is expected to handle typically are not routine and require some analysis to understand.
The Sr. HR Support Coordinator is familiar with a wide variety of HR systems and provides user support for various system-related features and functionalities, including but not limited to time-keeping, applicant tracking, employee self-service, document storage, etc. The role also supports the general operations of the Office of Human Resources by interacting with clients for I-9s, background checks, employment verifications, and more.
Respond to all customer inquiries in a timely and accurate manner, via phone, email or chat.
Actively listens to identify customer needs and help customers use existing resources, features and systems.
Recognize when a question or issue needs to be escalated and follow the appropriate protocol for escalation.
Follow up with customers to ensure their questions or technical issues are resolved.
Track customer complaints and frequent questions, and work with HR Business Partners and/or subject matter experts to provide assistance.
Gather customer feedback and share with HR units and leaders.
Analyze and report malfunctions for various HR systems.
Update internal databases with information about technical issues and useful discussions with customers.
Support front-end transactional HR processes including, but not limited to: background checks, I-9 verifications and follow-ups, new hire paperwork processing, employment verifications, and manual check pulls.
All HR Support Coordinators will be trained to use the following systems in support of the Office of Human Resources:
OnBase (document storage and processing workflow)
Fragomen (I-9 processing)
HireRight (background checks)
Tax Navigator (foreign nationals)
FNIS (foreign nationals)
BenefitFocus (benefit enrollment)
Plan Sponsor WebStation (retirement processing)
myHR Learn (professional development course enrollment)
Cognos (HR reporting)
A high school diploma or equivalent required; A bachelor’s degree is strongly preferred
5 years of experience in a HR support or HR operations role managing a wide variety of inquiries is required; direct experience in a HR service hub is preferred.
Demonstrated well-rounded familiarity of Human Resources various functions and specialties is required
Experience using HR software and the ability to learn and understand new systems is required
Ability and willingness to solve problems
Ability to work under limited supervision for routine situations.
Demonstrated strong verbal and written communication skills, with attention to detail
Ability to demonstrate a calm, courteous and professional demeanor under pressure when working with a variety of situations and/or people
Willingness to take initiative while understanding when to seek counsel from team members
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 38966
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.