HResponse Associate

Detailed Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES Includes the following:

• Serves as the first point of contact for employees, dependents, former employees, beneficiaries and managers on HR related questions.
• Receives inquiries via email and phone and responds in a manner that meets HResponse performance standards.
• Records, tracks and documents inquiries and actions taken through to final resolution into the case management system.
• Answers employee questions and resolves issues accurately, consistently and timely; escalates as needed and provides relevant information in order to efficiently address employee issues.
• Asks probing questions to fully understand employee issues and pertinent background information; follows business processes with high attention to detail and uses multiple internal and external resources effectively to find accurate information.
• Performs detailed research of employee issue, as needed.
• Collaborates with other HResponse Team members to improve customer service and identify opportunities for process improvement and increased efficiency.
• Recognizes consistent issues or problem areas and escalates to management to find effective solutions.
• Educates employees and managers on available resources and encourages the use of HRM and self -service.
• Represents the HResponse Team, Human Resources and Cherokee Nation Businesses in a positive manner.
• Creates, updates and edits knowledge articles to ensure accuracy, relevance and consistency.
• Performs outreach to employees as part of HR programs or initiatives, as needed.
• Performs other job-related duties as assigned. Some weekends and holidays will be required.

SUPERVISORY/MANAGEMENT AUTHORITY: No supervisory/management authority.

WORK ENVIRONMENT: This position is primarily performed in a climate-controlled office setting.

About the Company:

Cherokee Nation Businesses (CNB) is the economic engine of Cherokee Nation — the largest Native American tribe. As the parent company of 35 businesses, CNB operates three divisions: Hospitality, Cherokee Federal and Cultural & Economic Development. We employ more than 7,500 people who work in 26 countries, 50 states and 2 U.S. territories. We are hiring entrepreneurial leaders who have the motivation to develop and grow our diverse portfolio of companies.