Support Center Agent – REMOTE

Call Center

MUFG

Full Job Description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. Across the globe, we’re 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a remote position. A member of our recruitment team will discuss location preferences with you in more detail.

Reporting to a HR Manager, the HR Support Center Agent delivers quality service to management and employees by responding to HR inquiries and processing transactions in an accurate, timely fashion.

Major Responsibilities:

60% Support Center Agent Provide excellent service to the employee base and HR Partners via multiple channels (phone, email, chat, etc.). Review email communications completely to ensure all requests are understood and addressed. Ensure email response guidelines are followed including proper spelling and grammar, accurate and complete information, and a professional tone. Follow all call quality and email standards and guidelines in order to ensure a high level of client service. Log into and navigate various HR systems (Saba, Taleo, eProfile, Workday, Case Management) to locate desired information and end result. Using the systems noted above, replicate reported issues, research inaccurate employee data, and answer employment verification related issues/concerns. Enter all cases into case management, accurately and completely. Identify and direct more complex inquiries to the appropriate escalation point, inside or outside the organization. Understand and effectively utilize the ACD (Automated Call Distribution) system.

40% Data Input Agent Process personnel file documents into Infor (document management system). Process terminations for all employees within the bank. Support New Hire processing. Process a daily transactional audit report. Ensure entries are completed daily and have accurate inputs. Daily tasks will consistently change depending on retirement of old systems and the onboarding of new systems. The Support Center Agent will be required to learn and support all new processes.

Education, Licensure, Experience:

Requires High school diploma or GED equivalent and 2+ years previous work experience in a customer service or call center environment answering questions and resolving issues for Human Resources.

Knowledge, Skills, Abilities:

  • Knowledge and demonstrated experience with Human Resources and service center processes
  • Must be familiar with HIPPA and banking regulations
  • Must have excellent written and verbal communication skills
  • Good attendance record Strong customer service aptitude
  • Strong resourcefulness and sound problem solving skills
  • Demonstrated flexibility and proven team player.
  • Requires a focus on accuracy, good follow up skills, accountability and ownership of each client request that may include employees, outside vendors, lawyers, and former employees.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.

MUFG

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