Job Description

This is a hybrid role , with the expectation that time working will regularly take place inside and outside of a company office in Phoenix, AZ.

As a Human Resources Service Center Consultant Leave of Absence Specialist , you will be a member of the banks HR Service Center team. This position is primarily responsible for supporting the leave administration program. This role will partner with our external leave administration provider to deliver a valuable service to the organization. Additionally, this role will collaborate with associates and managers to address questions on leave of absence and other HR matters. The consultant will investigate complex issues and assist in providing resolution, engaging key stakeholders as needed. This position will aid in the improvement of associate experience and manager capabilities to align with wider department and organizational strategy.

• Consultation Provides guidance on assigned HR cases such as leave of absence, HR policies and procedures, and other HR matters as needed.
• Customer Service Answers associate and manager questions and handles cases within Service Now. Provide support to associates and team members to ensure timely resolution of questions and cases.
• HR Service Delivery and Support
  • Analyzes trends to identify areas of opportunity and assist in implementing process improvement and enhancements. Through consultation and servicing activities, enhances the associate experience and builds manager capabilities to support overall Bank strategy.
  • Responds to requests/inquiries from the state, disability carriers and the third party leave administrator.
  • Responsible for returning associates from leave status and placing associates on leave status in the HRIS system.
  • Manage digital faxes, processing returns and uploading paperwork to the appropriate place.
  • Perform regular audits (e.g. overdue return dates, parental leaves, military leave).
  • Partner with HR counterparts and business leaders to ensure all cases are resolved and service levels are met.
  • Assists in other duties as needed, such as progress monitoring and ensuring data integrity.
• Program Support Executes HR programs and projects. Ensures successful completion of all initiatives undertaken.

Bachelor's Degree and 1 years of professional experience in Human Resources OR High School Diploma or GED and 5 years of relevant professional experience in Human Resources

Skills Needed:

• Proficiency with Word, Outlook, Excel, PowerPoint, and familiarity with ServiceNow for case and knowledge management.
• Team focused, customer service oriented, results oriented; ability to work effectively work in a fast paced, self-directed team-based environment.
• Prefer prior experience with leave administration and interactive ADA processes.

Additional Requirements:

• Knowledge of Human Resources policies and procedures
• Regulatory Knowledge: Thorough understanding of Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), state and local leave laws.
• Relationship Management: Ability to build credibility and trust with associates, leadership, and third-party administrators.
• Problem Solving: Ability to assess situations, think critically and problem solve.

Communication: Strong verbal and written communication skills

• Organizational Skills: Strong organizational abilities to manage multiple tasks, projects and deadlines efficiently with frequent interruptions.
• Ability to interpret and apply standards, personnel policies, procedures, and regulations to various human resources transactions.
• Confidentiality: Exercise discretion and independent judgement in handling sensitive and confidential information.
• Customer Service skills: ability to handle difficult and sensitive situations with care and empathy.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here:

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