Total Rewards Support Services Representative (Hybrid)

About the role

The Total Rewards Support Services Representative provides high‑quality assistance on compensation, benefits, and payroll matters for University of Miami employees. Working in a hybrid environment, the role blends on‑site call‑center duties with remote case management to ensure accurate and timely HR transactions.

Key responsibilities

• Answer, screen, and route inbound employee calls on HR, benefits, payroll, and compensation topics while following call‑center protocols.
• Authenticate employee identity and document all interactions in the case‑management system.
• Process compensation‑related transactions in the HRIS with strict adherence to job architecture, pay ranges, and policy controls.
• Partner with Payroll to reconcile pay‑impacting changes and meet processing timelines.
• Run and review daily/weekly reports to monitor effective dates, retroactivity, and error queues, taking corrective action as needed.
• Perform outbound follow‑up calls to clarify documentation or communicate updates.
• De‑escalate difficult calls using professional communication and problem‑solving techniques.
• Maintain and update knowledge‑base articles, SOPs, and reference materials.

Required profile

• Strong customer‑service orientation in a high‑volume call‑center environment.
• Excellent attention to detail and ability to maintain data integrity.
• Understanding of HR policies, compensation structures, and regulatory compliance.
• Effective communication skills for both inbound and outbound interactions.

Required skills

What we offer

• Hybrid work arrangement with a minimum of three on‑site days per week.
• Comprehensive training period followed by a structured schedule.
• Opportunity to develop expertise in total rewards and HR operations within a leading university.