Total Rewards Support Services Representative

About the role

The Total Rewards Support Services Representative provides front‑line assistance to University of Miami employees on HR, payroll, and compensation matters. Working within a call‑center environment, the role ensures accurate, confidential, and timely support while adhering to service standards.

Key responsibilities

• Answer, screen, and route inbound employee calls regarding HR, payroll, and compensation topics.
• Authenticate employee identity before discussing confidential information.
• Document call details, actions taken, and follow‑up steps in the case management system.
• Manage high‑volume call and case workloads to meet service‑level agreements.
• Perform outbound calls for documentation follow‑up and transaction updates.
• De‑escalate difficult calls using professional communication techniques.
• Follow standardized scripts, knowledge articles, and SOPs.
• Maintain and update knowledge base articles and reference materials.
• Identify recurring inquiry trends and share insights with leadership.
• Process compensation‑related transactions in the HRIS with high accuracy.
• Validate compensation actions against job architecture, pay ranges, and policies.
• Partner with Payroll to reconcile pay‑impacting changes and address discrepancies.
• Run and review reports to monitor effective dates, retroactivity, and error queues.
• Support internal and external audits by preparing documentation and assisting with remediation.

Required profile

• High School Diploma or equivalent, or relevant experience, certification, or license.

Required skills