HR Services Representative Job Family Human Resources Requisition Number R003484 Work Location Santa Ana, CA Employment Category Full Time Regular Company Summary First American Financial Corporation (NYSE: FAF) operates through its family of companies to help people achieve and protect their dream of homeownership. First American was named one of FORTUNEs 100 Best Companies to Work For® in 2016 and 2017. With experience dating back to 1889, First American is a leading provider of title insurance protection and settlement services to the real estate and mortgage industries. More information about the company can be found at www.firstam.com Job Summary The 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 answer concerns and questions on human resources related issues, as well as evaluate employees needs and escalate or redirect question/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. Essentials Functions * Deliver and uphold service center standards and practices * Meet ESC KPIs and Service Level Agreements * Primary channel for routine employee and manager inquiries regarding HR policy, processes and systems * Provide accurate, consistent and timely responses to inquiries via phone, mail, chat or other means * Assist manager and employee with ESS/MSS support; provide guidance on portal & system navigation, and completing transactions in Workday * Perform basic administration processing, data input and verification of required documentation * Respond to and troubleshoot employee and manager-related transactions and issues: Workforce transactions, data corrections, and rescinds (new hires, onboarding, job changes, terminations, etc.) * Employee data issues: organizational and personal data changes and job changes * Triage payroll issues by coordinating with or handoff to Payroll * Provide Time Card correction support * Assist with timesheets and timekeeping approvals * Auditing or reviewing workflow and transaction processing (individual level) * Create and maintain cases, as well as, keeping case management system with up-to-date, accurate information on open cases until final case resolution * Maintain employee documents and handle requests for employee file information * Support on-boarding and employee set up * Update and maintain knowledge base FAQs, solutions and troubleshooting guides (move to the senior role if anything but this one should most likely be deleted. * Employee data issues: organizational and personal data changes and job changes * Triage Leave of Absence and Benefit issues; manage coordination with or handoff to providers to resolve Knowledge and Skills/Technology Used * Shown ability to provide outstanding customer service, ensuring the customers questions/concerns or issues are answered and/or resolved accurately * 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) * Flexible to adapt to work specified shift and extended hours as necessary Typical Education * High School diploma or equivalent Typical Range of Experience * Minimum 1 2 years of customer service experience * Worked in a fast-paced environment; adaptable and dependable in an organization with constant upgrade/enhancement of technology features and service capabilities to its customers First American invests in its employees development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.