HUMAN RESOURCES INFORMATION CENTER SPECIALIST

Duke University
Durham, NC
Category Human Resources
Job Description
The HR Info Center Specialist serves as a trusted first point of contact for internal and external customers seeking assistance with pay, benefits, staffing, and general human resources matters. This role delivers high-quality customer service, applies HR policies with sound judgment, processes HR transactions accurately, and supports continuous improvement of HR service delivery.

Requirements

  • Serve as a front-line customer service representative for the Human Resources Information Center, responding to phone, email, and in-person inquiries.
  • Resolve routine and escalated HR questions and issues by applying a broad understanding of HR policies, procedures, and systems.
  • Process HR transactions accurately and timely, including benefits enrollments, changes, and related activities.
  • Maintain accurate and confidential personnel records in accordance with university policies and legal requirements.
  • Interpret and clearly communicate HR policies and procedures to employees and departments.
  • Use HR information systems and call center tools to document, track, and resolve customer needs.
  • Identify trends and recommend process improvements to enhance efficiency, service quality, and customer satisfaction.
  • Provide education, guidance, and training to employees and departments as needed.
  • Collaborate with the HR Information Center Manager on special projects and service enhancements.
  • Demonstrate behaviors that align with Duke’s core values of teamwork, diversity, respect, learning, and trust.

Benefits

  • Comprehensive medical and dental care programs
  • Generous retirement benefits
  • Family-friendly and cultural programs
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