We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Talent Senior Specialist is an experienced member of the Talent Operations & Delivery team and primarily responsible for resolving moderate to complex repeatable employee and owner inquiries pertaining to global total rewards and employment policies across multiple countries. Provides timely resolution and routing of incoming phone calls, chats, and inquires using RSM’s case management system. Will be a key contributor on project work and help train and support other team members.

Responsibilities

Case management

• Serves as a first point of contact for moderate to complex employee and owner phone calls, chats and cases always ensuring the best experience. 

• Exhibits customer service excellence in every interaction.

• Effectively researches inquiries and providing responses while demonstrating care and confidence. 

• Leverages systems, policies, procedures, and other knowledge to document cases in the case management tracking system. 

• Maintains a strong understanding of total rewards and policies for multiple countries including employee benefits, payroll policies, recognition, development, flexibility, and all other talent policies and programs. 

• Ensures appropriate and accurate case escalation to stakeholders in accordance with defined policies and procedures. 

• Will become a SME in total rewards topic areas and/or policies and resolves more complex questions including owner inquiries.

• Expected to handle a high volume of cases compared to average.

Employee life cycle administration

• New hire paperwork, employee agreements & policy addendums

Knowledge management

• Creates agent docs, canned responses, and SOPs. 

• Recognizes when knowledge needs to be edited, updated, or created and submits knowledge requests. 

• Collaborates with Knowledge Management team on editing, updating, and creating talent knowledge.

Orientation and facilitation

• Facilitates new hire orientation, coordination, and delivery both virtually and in person. 

• Leads orientation processes that may include i.e., connecting with facilitators, sending communications, and reporting before/after orientation.

• Facilitates presentations as needed.

Training team members

• Trains and onboards new team members.

• Assists all team members with ticket resolution.

Other projects and duties

• Administrate the documents of the end-to-end employee life cycle.

• Participates in projects to ensure the implementation of best practices and continuous improvement.

• Collaborates with other teams on ticket resolution, process improvement and building team comradery,  

• Other duties as assigned. 

Minimum requirements and experience

• 2 years of HR or related experience 

• Associate degree in business, or related field, or at least 3 years of HR related job experience

• Previous customer service experience 

• Demonstrated ability to problem solving and resolve issues

• Experience administrating HR policies, benefits, and local law.

• Strong communication skills, both verbal and written

• Exercise discretion in responding to questions and routing cases 

• Ability to work a flexible schedule to accommodate different time zones, holidays including overtime during certain times of the year 

• Handles sensitive and confidential information with discretion

• Knowledge of Word, Outlook. PowerPoint

Preferred experience

• Working knowledge of Workday, ServiceNow or another case management system

• Previous professional service industry experience

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.html. 

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].