About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Role
Our client prioritize innovation, collaboration, and excellence in all that we do. As a Service Center Specialist, you will play a pivotal role in our Service Center team, supporting our mission to deliver exceptional service to both internal teams and external clients within the dynamic workforce management industry. In this role, you will apply your knowledge of service center processes, strong customer service skills, and ticket management expertise to ensure smooth operations. You will be responsible for the efficient onboarding and offboarding of talents and clients, while also effectively triaging BEATS-related cases. Your ability to prioritize, adapt, and resolve challenges will be key to maintaining the high standards of service we are known for and fostering a culture of continuous improvement.
Additionally, you may be called upon to assist in various areas of the BEATS team during peak periods or understaffing, ensuring the timely resolution of issues and maintaining service excellence at all times.
New Hire Onboarding & HRIS Management
- Oversee the onboarding process for new talents, ensuring accurate and timely data entry into the HRIS system.
- Conduct background checks to verify compliance with company policies and promptly address any discrepancies.
- Assist new talents in completing required U.S. tax forms (W-4, state withholding) and the I-9 Form, ensuring all documentation complies with federal regulations.
- Help talents set up direct deposit and verify payroll information to ensure accurate payment processing.
- Regularly update and maintain talent records in the system, including job placements, role changes, and personal details, ensuring all records are current and compliant.
Client System Setup & Configuration
- Assist in the setup and configuration of client systems, ensuring seamless onboarding for new clients.
- Set up pay rates, job positions, and integrate compensation elements (e.g., tips) as per client agreements.
- Ensure that any changes to existing client profiles or compensation structures are accurately reflected in the system to support smooth operations.
PTO Credits Management
- Manage and track the allocation of Paid Time Off (PTO) credits for internal and external talents, ensuring the accurate recording of PTO data in the HRIS system.
- Process PTO adjustments, including carryovers or corrections, and ensure timely updates.
- Address PTO-related inquiries and resolve any discrepancies, ensuring compliance with company policies.
- Maintain accurate PTO records to avoid payroll discrepancies and ensure talent satisfaction.
Salesforce Case Triage
- Handle and prioritize Salesforce ticket cases related to the BEATS Team, including activation, payroll, billing, accounts receivable, and system assistance.
- Assign cases to appropriate teams, ensuring timely resolution of issues and providing regular updates to stakeholders on progress.
Process Improvement & Continuous Development
- Identify areas for process improvement within the Service Center, proposing solutions to enhance operational efficiency, accuracy, and service delivery.
- Contribute to cross-functional projects aimed at improving onboarding, system updates, and talent management processes.
- Assist in the development and implementation of new policies, procedures, and best practices to improve team productivity and client satisfaction.
Training & Knowledge Sharing
- Support the training of new team members on system usage, HRIS processes, and company policies.
- Help maintain and update training documentation to support ongoing learning within the team.
- Share best practices and knowledge to promote continuous improvement and team collaboration.
- Prior experience in customer service, HR support, or related administrative roles.
- Proficiency in using HRIS systems and Salesforce or similar ticketing systems.
- Strong organizational and time management skills.
- Solid understanding of U.S. employment laws, tax forms (W-4, I-9), and compliance requirements.
- Ability to manage sensitive and confidential information with discretion.
- Excellent communication and problem-solving abilities.
- Strong attention to detail with the ability to multitask in a fast-paced environment.
- Ability to work during U.S. hours following Eastern Standard Time (night shift or graveyard shift ), with a flexible, shifting schedule that may include weekends.
- Adhere to a schedule based on Philippine holidays for non-critical workdays, while maintaining flexibility for urgent needs.
- Excellent communication and interpersonal skills to interact effectively with internal teams, talents, and clients.
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