Job Description Summary

First point of contact (Tier 1) for inbound Human Resources and Benefits questions and processing requests for employees located in US, Canada and Mexico. Trained in a broad range of HR subjects and able to answer usually 3/4 of the inbound requests without the need for further research, escalation, or triage. Partners with other internal and cross-functional teams on other 1/4 of cases where additional information is needed. Assists with case management triage, projects, and process improvement.
 

Job functions

• Handle inbound calls from the Company’s multi-state employees covering a broad range of reasons, questions and issues for initial contact – possess first level knowledge and when to escalate.
• Educate callers on policies, programs, and processes related to questions/issues.
• Utilize applicable systems tools (e.g. 3CLogic, GrupoOno, Knowledge base, PeopleSoft) tools and resources to access specific HR-related information to provide detailed explanations.
• Provide guidance to employees on how to access information directly through employee self-service tools and engage website.
• Explain plan provisions and eligibility to a pre-defined depth.
• Possess ability to sufficiently resolve first-level contacts to meet Nissan employee’s needs.
• Open appropriate cases as necessary to escalated request requiring in-depth analysis or expertise of Tier 2.
• Assist with reporting, data reviews and other internal and/or cross-functional projects.  Up to 50% project work.  Internal and/or cross-functional project lead.
• Make suggestions on and assist with deploying process improvement opportunities.
• Review employee/participants and company plan related materials to stay current with company related benefit, HR and other related programs and topics. - Assist with peer training and act as a technical or subject matter lead for HRSC employees and callers.
• Deliver on Case Management Deliverables through appropriate triage of inbound case load.

Minimum Job Qualification
Job Knowledge and Skill:

• Experience: 1-2 years combined customer service (preferably in a call center environment) and/or HR experience. 
• Education: 4 years of college or equivalent, (Human Resources, Business, or related field) preferred.
• Advanced English Level.
• Call Center:Repetitive Tasks – The ability to perform repetitive hand/arm motions up to 70% of the time.
• TypingWearing of Phone Headset.
• Ability to handle confidential and sensitive information with tact and discretion
• Strong customer service orientation. 
• Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.
• Display sound judgment, empathy, understanding and patience.
• Ability to absorb and interpret complex information.
• Prior experience working HRIS system or call center.
• Organized, dependable, flexible, and motivated.
• Computer Skills: Thorough knowledge of information and web-based systems from a functional perspective.    
• Must be proficient in using Microsoft office products such as Excel, Word, and Access.  

Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information.  By applying for this position, you are consenting to this check.

Mexico City Mexico