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HR Customer Relations Advocate

HR Customer Relations Advocate

Wayne State University is searching for an experienced HR Customer Relations Advocate at its Detroit campus location.

Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.

Essential functions (job duties):


The HR Customer Relations Advocate Serves as tier one resource responding to customer questions related to Human Resources programs, processes and procedures. Manage phone calls, email and Customer Relations Management case inquiries. Investigates and resolves specific problems or issues between employees and appropriate vendors. Provides quality customer service to employees by researching inquiries and resolving basic issues. Performs responsible administrative support work requiring the application of complex methods and procedures. This position reports to the Associate Director, Benefits & Wellness.


Serve as a customer advocate for the HR Service Center. Provides guidance and answers baseline inquiries (benefits, wellness programs, compensation, recruitment and selection process, completion of on-line applications, external vendor system employment verifications system, FMLA Administrative Systems, utilization of Hiring System, position status, and employment eligibility) from staff, faculty, retirees, managers, applicants and the general Wayne State Community via email, walk-in, telephonic or web. Directs complex cases to the appropriate Client Services (S/C/D) or Centers of Excellence Specialists.

Collaborate with team members to resolve transactional problems (Benefits Admin System, healthcare enrollments, employment transactions, FMLA vendor system, WSU Hiring System etc.) Updates client information (address changes, names changes, dependent changes, etc.).

Processes, verifies and employment verifications, PSLF updates and benefits transactions. Data enters information into online computer tracking systems (Customer Relations Management database/system, Banner/HRIS, self-pay online system, and carrier online systems). Serves as liaison to insurance carriers and related agencies for notification of changes to employees benefit coverage; resolves problems as they occur.

Provide Benefits & Wellness metrics and provides follow up information to inquiries from new hires, existing employees and employees leaving the university.

Supports University tuition benefit program, provides check and balance to support calculated benefits, and processed tuition benefits forms.

Performs other duties as assigned.

Documents human resource actions by completing forms, reports, logs and records. (Court ordered requests and, Freedom of information Act requests).

Provides administrative support as follows: Receives and distributes incoming mail, participates in departmental mailings, prints, collates, and distributes open enrollment and new hire orientation documents. Assists with implementation of HR business processes, systems and workflow changes, upgrades and enhancements.


Job Reports to: Associate Director.

Customer Accountability: Interfaces with customers outside the S/C/D.

Freedom to Act: Subject to regular review by supervisor.




Associate's degree.

Associate’s degree or equivalent combination of education and experience.


Experienced (minimum 2 years of job-related experience).

Minimum of two years human resources experience in a business or university. Previous office experience including usage of human resource management systems.


Communication Skills - Ability to communicate effectively with others, both verbally and in writing. Ability to maintain a high-level
of responsiveness to customer concerns and complaints.

Presentation Skills – Create, modify, and present PowerPoint presentations capturing overview of WSU’s benefit programs professionally and accurately.

Analytical Skills - Highly effective analytical skills, ability to quickly identify and understand problems and select appropriate resolutions.

Interpersonal skills - Skilled at working with internal and external customers and providing excellent customer service. Ability to answer and respond to telephone and walk-in informational inquiries and requests. Ability to work independently and in a team environment. Must demonstrate and possess a high level of professional integrity, ethics and confidentiality.

Technical Skills - Considerable knowledge of and the ability to use standard business software and computer applications. Proficient in the use of HRIS systems and HR business software tools (e.g., applicant tracking) and Microsoft office suite. Ability to data enter with speed and accuracy.

Organizational Skills - Ability to prioritize work assignments, possess keen attention to detail.

Business Skills - Some knowledge of University policies and procedures. Some knowledge of applicable laws, regulations, and human resources functions, policies and practices.

Teamwork - Ability to collaborate effectively with colleagues within the division and central units; ability to produce high quality and consistent results with assistance of team members; provide support to teammates when tackling complex projects.


H49 - Human Resources

Primary department:

H4902 - Total Rewards

Employment type:
  • Regular Employee
  • Job type: Full Time
  • Job category: Staff/Administrative
Funding/salary information:
  • Compensation type: Annual Salary
  • Salary minimum: $40,000
  • Salary hire maximum: $42,000
Job openings:
  • Number of openings: 1
  • Reposted position: No
Background check requirements:

University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting work. If you are offered employment, the university will inform you if a background check is required.

Equal employment opportunity statement:

Wayne State University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. The university encourages applications from women, people of color and other underrepresented people. Wayne State is an affirmative action/equal opportunity employer.

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