Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.
Missing levels within the leveling matrix can be added based on business need.

The defined natural career progression within or between job profiles.

HR Services 

The HR Services Representative provides frontline (Tier 1) support to the University community, including applicants, employees, retirees, and affiliated populations by addressing and resolving a wide range of human resources inquiries; serves as the first point of contact for all HR-related questions and ensures a high level of customer service, accuracy, and service delivery; responds to inquiries via phone, email, chat, and case management systems; resolves routine to moderately complex issues and escalates advanced matters to HR Professional Services teams or Unit HR partners; contributes to continuous improvement efforts, knowledge management, and operational efficiency initiatives.

• Serve as the first point of contact for University employees, former employees, prospective employees, retirees, graduate assistants, and postdoctoral fellows
• Respond to high-volume inquiries via phone, email, chat, and the case management system in a professional and timely manner
• Ensure that PII and other highly sensitive employee information is handled securely and that customer identity has been confirmed utilizing established processes prior to responding to requests for information
• Address questions related to benefits, retirement, payroll, compensation, time off, leaves of absence, talent management, talent acquisition, HR policies, HRIS systems, etc.
• Resolve the majority of inquiries at first contact using established knowledge resources and problem-solving skills
• Investigate and resolve routine to moderately complex issues; escalate complex or sensitive matters to appropriate functional teams (e.g., Data & Onboarding, Compensation, Benefits, HR Compliance, HR Technology, Payroll, Labor and Employee Relations, Talent Acquisition, Talent Management, Unit HR)
• Utilize case management systems to document, track, and manage employee inquiries from intake through resolution; ensure accurate and thorough documentation of all interactions
• Partner closely with HR Professional Service teams, Unit HR representatives, HR Technology, and other stakeholders to ensure seamless HR service delivery
• Identify trends, recurring issues, and opportunities for process improvement; provide feedback to enhance service quality and operational efficiency
• Contribute to service level agreement (SLA) adherence and performance metrics such as response time, resolution time, and customer satisfaction
• Complete and respond to employment verification requests from external entities
• Administer the collection of fingerprints in the support of FBI fingerprint clearance completion
• Support onboarding and training of new team members through role modeling, call shadowing, coaching, and feedback
• Share best practices and resources to promote consistent, high-quality service delivery across the team
• May compile reports and support data tracking related to service metrics, inquiry trends, and operational performance
• May gather and analyze customer feedback to support continuous improvement initiatives within HR Shared Services
• May identify, draft, review, and update knowledge base articles, job aids, and training materials for internal teams and the broader University community; provide input and recommendations to Professional Services teams regarding knowledge base articles and job aids based on data and trends gathered during Tier 1 interactions
• May supervise staff members, including hiring, development, and performance management

Level:

– Senior Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– Handles financial transactions
– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 6
• Minimum – $44,628.00
• MidPoint – $54,696.00
• Maximum – $64,668.00

• Case management
• Critical Thinking
• Cultural competency
• Customer Service
• Data entry
• Policy implementation
• Problem Solving
• Technology acumen