] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → TRANSACTIONS ASSISTANT: CALL CENTER

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Transactions Assistant: Call Center

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Transactions Assistant I CODE: 4480 SQ/OQ: Optimal Qualified
WORKING TITLE: Transactions Assistant: Call Center GRADE: 16-17 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under general supervision, provides information and assistance to current employees, retirees and their families regarding human resource, payroll, insurance, and retirement. Explains and resolves transaction issues to update and correct employee records, answering and responding to a high volume of phone calls, email inquiries as well as a walk-in at the front lobby. Work of this class involves the ability to apply Knowledge of MCPS policies, regulations and procedures, understanding of negotiated contracts with MCEA/MCAAP/SEIU, and understanding of the different transactions that affect an employee¿s record. An employee in this class must have the ability to resolve complex questions/ issues determine the next steps, communicates results and provide excellent customer service to internal and external customers.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of human resources, payroll, insurance and retirement policies, regulations and procedures. Operational knowledge to resolve questions and problems from internal and external customers. Working knowledge of MCPS policies, federal and state laws, negotiated agreements, benefit coverage, etc. Ability to perform a wide range of standard office clerical tasks quickly, accurately and efficiently. Ability to utilize office technology including proficiency in the use of Microsoft Office applications. Must be able to multitask and respond to email inquiries related to benefits and ensure the customer needs are met. Must be organized and able to prioritize and manage time effectively, contributes to team effort by accomplishing results. Excellent human relations skills, oral and written communication skills. Ability to handle a high volume of daily telephone calls, walk-in traffic, and correspondence requirements. Sensitivity to confidential private employee information. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: High School or GED diploma required. Associates degree in human resources or related field or minimum of two years of progressively more responsible human resources or related experience processing payroll, benefits, and leave preferred. Experience in customer service in a call center or front desk is desirable. Experience working in Montgomery County Public Schools or other public human resources administration or educational institution. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None.
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work overtime as necessary, evenings and weekends. Annual leave limited during specified timeframes.
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Answers and documents phone, e-mail and walk-in inquiries regarding human resource, payroll, insurance and retirement transactions, explaining human resource, payroll, insurance and retirement calculations, deductions, procedures, policies, etc.

Assist employees with various options on the Employee Self-Service (ESS) web page to obtain paystubs, change withholdings and W2.

Explain benefit plan options and programs to new, current employees, retirees and family either on the phone or at the front lobby.

Explain the benefit Wellness programs to employees and retirees on how to obtain the incentives. Provide the employees and retirees the current rate for benefits. .

Explain and assist new and current employees in reviewing and understanding there leave hours and how they are calculated according to the negotiated contract agreement. Explain the different leave forms that are required based on the leave type.

Explain and review temporary part-time employees leave balances based on the House Bill of 2017 Maryland Healthy working families act.and provide the leave forms that will need to be completed and any other necessary documents

Provide information to temporary employees and substitute the negotiated contract based on the hourly pay, salary increase, and bonus.

Ensures that all data entry into Docuware system is accurate. Specialist checks and verifies documents, such as employee and retiree¿s Benefits, Workers Compensations, Retirement forms, and payroll batches are correct and clear up discrepancies.

Explain retirement pension plans and contributions to new and current employees. Review forms for completeness and accuracy to ensure timely processing. Research and/ or resolve customer inquiries to ensure customer needs are met.

Attends informational sessions and workshops to ensure up to date knowledge in job training. Current and knowledgeable in MCPS policies and procedures and all unions¿ contracts such as MCEA, MCAAP/ MCBOA, and SEIU.

Provide payroll information to new and current employees on summer pay. How to access the employee self-service web page to obtain paystubs, change withholdings and W2.

Explain to the employee information about the paystub their deductions, taxes leave balances and hours worked. Assist employees on how to enroll or change direct deposit from the Human Resource Online web page.

Document phone calls entry to maintain and compiles statistics for the Call Center Units.

Maintain integrity and compliance of employee data and able to work independently in performing job duties.

Analyze and disclose customer feedback to the department to properly identify and improve customer satisfaction

Provide strong customer service for internal and external customers, both oral and written communications.

Respond to a high volume of email regarding human resources, leave, payroll, and insurance and retirement issues.

Work as required between the Call Center and other departments in the Employee and Retiree Service Center.

Perform related tasks as required.
Class Established: 9/2020
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.