Human Resources Services Representative (Hybrid)

Who We AreJoin a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We DoThe HR Services Representative is responsible for answering and handling inbound communications from employees as well as conducting
outbound follow-up as required. The HR Services Representative will research concerns and answer questions on human resources related
issues, as well as evaluate employee’s needs and escalate or redirect questions/issues to the appropriate departments as necessary. The
HR Services Representative will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer
service. Shared service staff members will follow procedural guidelines to respond to and/or research customer inquiries in a timely manner.

HOW YOU'LL CONTRIBUTE
Primary point of contact for routine employee and manager inquiries regarding HR policy, processes and systems, as well as
ensuring a positive customer experience.
• Provide accurate, consistent and timely responses to inquiries via phone, mail, chat or other means.
Assist supervisor and employee with self-service support by providing guidance on portal & system navigation, and
completing transactions in Workday.
Perform basic administration processing, data input and complete verification of required documentation, such as
employment verifications, time off requests, and name changes.
Respond to and troubleshoot Workday transaction requests, such as personal data changes, locations changes, timecard
corrections, etc.
• Triage issues requiring additional resolution by coordinating with and escalating to COE groups.
• Create and maintain cases, as well as, keeping case management system up-to-date, with accurate information.
• Maintain employee documents, as well as collect and compile documentation for requests related to employee file.
• Protects organization's value by keeping information confidential.
• Ensure work processes and SOPs are being followed and non-compliant items are escalated as appropriate.
• Other job duties as required and assigned.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure
• Associate's degree
• Bachelors preferred
• HR Certificate or PHR Certified a plus

• 1-2 years of human resources experience required
• 1-2 years of customer service experience in a fast-paced, high-volume environment preferred

Worked in metrics driven organization where continuous learning of new knowledge is key to providing an exceptional
employee experience

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
Shown ability to provide outstanding customer service, ensuring the customer’s questions/concerns or issues are answered
and/or resolved accurately
• Ability to use critical thinking skills to review and determine resolution to an inquiry
• Demonstrated excellent verbal communications and listening skills via telephone; solid written communication skills
Proficiency in MS Office and HRMS (Workday preferred); ability to multi-task using several applications while assisting a
customer
• Familiar with case management tools (e.g., Service Now, CRM tools)
• Flexible to adapt to work specified shift and extended hours as necessary

This role is hybrid 3 days per week at the Santa Ana office (Mondays, Tuesdays, and Thursdays).

The pay range for this role is: $19.82 p/hr. - $26.43 p/hr.

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed. 

What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.