The Associate People Experience Specialist position is responsible for providing excellent customer service and support to our APAC-based employees and managers. Your daily work requires knowledge of a breadth of employee questions, as well as phone-based customer interaction to answer and resolve a wide variety of human resources related inquiries and problems. If you are ready to begin a promising career with a Fortune 5 healthcare leader, we urge you to come and apply your skills.
Positions in this function are responsible for evaluating and resolving calls in the Employee Center. This position makes uses of policy documents, knowledge bases, manuals and other tools in the day to day resolution of employee calls to the Employee Center.
Primary Responsibilities:
- Provide customer service and support for inbound calls/emails relating to employee and manager questions on human resources related topics
- Quickly and accurately identify and assess customer/employee needs and take the appropriate action steps to satisfy those needs
- Probe for information to determine if the question can be answered immediately or if it needs to be routed to a different area
- Document calls and research as appropriate
- Solve problems systemically, using sound business judgment and follow through
- Respond to callers in a polite and courteous manger, projecting patience, empathy, caring and sincerity in voice tone and words
- Establish rapport over the phone quickly, and remain positive
- Provide consultation to employees and managers regarding where they can obtain the information in the future
- Calmly and effectively handle challenging callers
- Outstanding attendance record is critical, along with consistently meeting established productivity, schedule adherence and quality standards
- Continuously recommend process improvements and future enhancements/best practices for current processes
- Complete special projects and assignments as required
- Work is frequently completed without established procedures
- Works independently
- May act as a resource for others
- May coordinate others’ activities
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Competencies:
- Problem Solving
- Customer Service
- Flexible and adaptable
- Communication
- Multi-tasking
Required Qualifications:
- Graduate/Post Graduate preferably in Human Resources or Business with at least 2 years of direct customer service experience, preferably in an inbound call center environment
- Extensive work experience within own function
- Proficient with MS Office (Word, Excel, PowerPoint, Professional email)
- Willing to work onsite in the 3:00 PM-12:00 AM Shift Monday-Friday
Preferred Qualifications:
- Experience with case management systems
- HR experience
Soft Skills:
- Solid verbal and written communication skills
- Excellent problem identification and resolution skills
- Ability to interact and work with all levels of employees
- Ability to work independently and manage multiple tasks
- Ability to work a flexible schedule
Physical Requirements and Work Environment:
- Extended periods of sitting at a computer and use of hands/fingers across keyboard or mouse
- Office environment
WHAT WE OFFER
- Market Competitive Pay Levels
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Fee Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
WHO WE ARE
- Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
- UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
- We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
- As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
- We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.
- Elevate your career with a leading health care company while improving lives.
Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together