Employee Inquiry Analyst

First point of contact and subject matter escalation support for inbound Human Resources and Benefits questions and processing requests for employees located in Latin America. Trained in a broad range of HR subjects and able to answer inbound requests without the need for further research, escalation, or triage. Partners with other internal and cross-functional teams on other cases where additional information is needed. Assists with case management triage, projects, and process improvement. Identifies process improvements areas and solutions

Job Functions

• Handle inbound calls from the Company’s multi-region employees covering a broad range of questions and issues for initial contact – possess first level knowledge of topics and can identify when to escalate.
• Educate employees on policies, programs, and processes related to questions/issues. Assist with reporting, process review, data reviews and other internal and/or cross-functional projects. Assist in project work when necessary.
• Make suggestions on and assist with deploying process improvement opportunities.
• Utilize applicable systems and tools (e.g. Service Now, OpenScape, Knowledge base) to access specific HR-related information to provide detailed explanations.
• Provide guidance to employees on how to access information directly through employee self-service tools and knowledge base site.
• Explain employee programs and plan eligibility to a pre-defined depth. Possess ability to sufficiently resolve first-level inquiries to meet Nissan employee’s needs.
• Open appropriate cases as necessary and escalate requests requiring in-depth analysis or expertise of Tier 2.
• Review employee/participants and company plan related materials to stay current with company related benefits, HR and other related programs and topics.
• Deliver on Case Management Deliverables and other KPIs through appropriate triage of inbound case load.

Minimum Job Qualifications

• Advanced English and Portuguese.
• Ability to handle confidential and sensitive information with tact and discretion.
• Ability to identify process improvements and escalate solutions.
• Ability to absorb and interpret complex information.
• Strong customer service orientation.
• Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.
• Display sound judgment, empathy, understanding and patience.
• Prior experience in an HR function or a call center or collections environment.
• Organized, dependable, flexible, and motivated.

Experience:

• 1-2 years combined customer service (preferably in a call center environment) and/or HR experience.
• Education: Bachelors degree or 4 years of college or equivalent, (Human Resources, Business, or related field preferred).
• Computer Skills: Thorough knowledge of information and web based systems from a functional perspective. Must be proficient in using Microsoft office products such as Excel, Word, and Access.

Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information. By applying for this position, you are consenting to this check.

Mexico City Mexico