HR Services Representative

Our Company

AtFirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The HR Service Representative serve as the primary customer contact in an inbound call/service center environment utilizing knowledge base and case management tools to assist internal customers in completing their human resource transactions, in accordance with call/service center standards. Projects a professional image through phone interaction, demonstrating knowledge of services, systems and procedures of Human Resources. The incumbent is required to work on a flexible schedule and understand that he/she will be assigned to work on weekdays and holidays if necessary.

What You’ll Need to Succeed

· Provides high level personalized customer service through the utilization of knowledge base information to assist and answer diverse human resources inquiries and transactions

· Provides customer satisfaction to both internal and external customers and strives to continuously improve service.

· Interacts with customers via telephone to answer questions and provide assistance in the completion of human resource transactions.

· Keeps up to date on all HR changes to process, procedures and programs.

· Assists and/or provides support to managers and supervisors in doing inputs, updates, and/or retrieves information from various state automated human resource or payroll systems.

· Explains benefits information to customers and assists customers in completing enrollment in benefits programs.

· Alerts HR departments when there is confusion or absence of information in the knowledge base to answer particular questions.

· Provide support by researching customer data to verify employment and salary records.

· Documents all contacts and outcomes within the case management software application.

· Meet key performance metrics and standards as defined and established

· Meet monthly targets to achieve individual and departmental goals.

What You’ll Need:

• Associate Degree in Business Administration or related field or + 60 Bachelor's degree credits approved in Business Administration or in related field could be considered

• One to two years of experience on Customer Service

• Experience and/or knowledge in Human Resources services

• Exceptional skills in keyboard (type 30 wpm) and operating computer systems

• Experience in customer service to adept in using search tools, browsers, e-mail features, tracking features and familiarity of CRM solutions

• Strong sense of responsibility, punctuality, high level of motivation, good interpersonal skills.

• Basic arithmetic skills required

• Must be flexible to work overtime on weekdays and holidays..

  · The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

  Organizational Structure & Business knowledge

  · Team work orientation

  · Call Center management knowledge

  · Client service skills and techniques

  · Customer focus

  · Good keyboard skills (min. 30 wpm)

  · Professional telephone etiquette knowledge

  · Advanced communication skills: excellent verbal and written skills in both English and Spanish; fully bilingual

  First Bank Puerto Rico is a proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.