Primary Function/General Purpose of Position

This hands-on and detail-oriented generalist role will manage and execute essential HR functions in a high-volume call center and case processing environment. This role is operationally focused and involves day-to-day responsibilities in benefits administration, compensation, talent acquisition, learning and performance, regulatory compliance, and data management. The HR Advocate will play a critical role in ensuring the smooth delivery of HR services to employees and managers.

Essential Job Functions

• Respond to Employee Inquiries Across HR Topics – Serve as the first point of contact for employees and managers by answering routine questions related to benefits, payroll, compensation, leave, and recruitment, using documented knowledge articles and standard operating procedures.
• Support Benefits Transactions and Case Resolution – Assist employees with basic benefits transactions such as enrollments, qualified life events, and terminations by processing requests, guiding employees through self-service tools, and escalating complex issues to the appropriate benefits team.
• Guide Employees Through Open Enrollment and Benefit Processes – Provide support during annual benefits enrollment periods and ongoing benefits-related activities by helping employees navigate systems, locate resources, and complete required steps accurately.
• Provide System Navigation Support for HRIS and Portals – Assist employees and managers with navigating HR systems related to compensation, payroll, and talent acquisition, including troubleshooting access issues and directing users to the correct tools or resources.
• Route Complex or Policy-Based Inquiries to Centers of Excellence – Identify and escalate questions related to compensation decisions, ADA accommodations, retirement eligibility, or non-standard exceptions to appropriate Tier 2 teams or HR subject matter experts.
• Support Talent Acquisition Process Navigation – Guide managers on basic recruiting steps such as entering requisitions, locating job postings, and completing onboarding tasks, while escalating more complex recruitment issues as needed.
• Assist with Leave of Absence Process Guidance – Respond to Tier 1-level inquiries about leave programs (e.g., FMLA, personal leave) by explaining standard procedures, tracking requests, and routing cases to the leave administration team as appropriate.
• Document and Track All Employee Interactions in Case Management System – Log all cases in the HR case management tool, ensuring clear and accurate documentation, proper classification, and timely resolution or escalation in accordance with service level agreements (SLAs).