HR Customer Interaction - Spanish

About the position

We are inviting applications for the role of Process Developer/HRO (Customer Interaction) in a hybrid work environment based in San Antonio, TX. This position requires bilingual proficiency in English and Spanish, with a focus on payroll reporting. The role involves responding to employee queries, managing case inquiries, and supporting payroll reporting while ensuring compliance with quality standards and local regulations.

Responsibilities

• Respond to employee queries - Tier 1 and Tier 2
• Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management)
• Triage and manage Tier 1 and Tier 2 cases accordingly
• Manage outbound communications concerning associate queries
• Create and assign cases to Tier 2/ Tier 3 as required
• Resolve and research associate queries as required, including annual processes (i.e., annual compensation, open enrollment, etc.)
• Prioritize and manage concierge service requests
• Manage associates' documentation (store/retrieve/create) while maintaining quality control standards and confidentiality regarding sensitive documents
• Administration of inbound mail received for the shared services
• Follow quality requirements and comply with local laws and regulations
• Assist in leading improvements and providing training
• Maintain process documentation and document templates
• Support content upload and updates on the client portal (or its replacement), manage inquiries and access requests related to the client portal (or its replacement)
• Review employee portal content - policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on the employee portal
• Perform translation activities
• Support Payroll Reporting by running Payroll Reports in English
• Support Customer Interaction Center in Spanish
• And all other duties as assigned

Requirements

• Any graduate/postgraduate
• Relevant experience in HRSS
• Workday experience
• SAP knowledge
• Excellent verbal, written, presentation, and interpersonal skills in Spanish

Nice-to-haves

• Service Now
• Payroll expertise

Benefits

• Hybrid work environment (3 days a week in the office)
• Potential future work environment could be 5 days a week in the office