HR Support Coordinator

Department: Office of Human Resources
Salary/Grade: NEX/11

Job Summary:

The HR Support Coordinator serves a key role within a Human Resources cross-functional service hub that provides front-line, client 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 client support throughout all HR-related interactions and transactions.

The HR Support Coordinator actively listens to client inquiries to gain a full understanding of questions, issues and concerns 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.

The 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, document intake and distribution, employment verifications, and more.

The HR Support Coordinator role is primarily an in-person position, and will report to offices on both the Evanston and Chicago campuses.

Specific Responsibilities:

• Respond to all client inquiries in a timely and accurate manner, via phone, email or in-person on both the Evanston and Chicago campuses.
• Actively listens to identify client needs and help client 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 clients to ensure their questions or technical issues are resolved.
• Track frequent client questions and grievances, and work with subject matter experts to provide assistance.
• Gather client feedback and share with HR service center manager.
• Analyze and report malfunctions for various HR systems.
• Update internal databases with information about technical issues and useful discussions with clients.
• Support front-end transactional HR processes including but not limited to: I-9 verifications, tax form reprint, employment verifications, document intake and manual check distribution.
• Review internal Standard Operating Procedures and assist in training for new HR Support Coordinators.

Systems:

• All HR Support Coordinators will be trained to use the following systems in support of the Office of Human Resources:
• myHR (HCM)
• Workforce (timekeeping)
• OnBase (document storage and processing workflow)
• Fragomen (I-9 processing)
• FNIS/Tax Navigator (foreign national tax forms)
• BenefitFocus (benefit enrollment)
• Plan Sponsor WebStation (retirement processing)
• myHR Learn (professional development course enrollment)
• Deskpro (Call and Email Case Management System)

Minimum Qualifications:

• A high school diploma or equivalent required; A bachelor's degree is strongly preferred
• Two years direct experience in an HR support, operations, or 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
• Multi-tasking abilities; must be able to fill in multiple roles throughout the day to address scheduling needs.
• 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 member.

Target hiring range for this position will be between $57,000-60,00 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.