HR Services Rep,Sr

Seeking Excellence in Service

The University of New Mexico is seeking a highly skilled and service‑oriented Senior HR Service Center Representative to join the Division of Human Resources. This role is ideal for an HR professional who thrives in a fast‑paced, mission‑driven environment and is committed to delivering exceptional customer service. The position plays a critical role in supporting employees, applicants, retirees, and the broader campus community.

The Senior HR Service Center Representative provides high‑level, front‑line human resources support and serves as a primary point of contact for HR‑related inquiries. This role exercises independent judgment, performs advanced service center responsibilities, and supports compliance with federal, state, and University policies. The Senior Representative builds upon foundational HR Service Center duties and assumes expanded responsibility, system access, and accountability, particularly in the areas of benefits and talent acquisition support.

Key Duties and Responsibilities

• Serve as the primary triage and resolution point for HR inquiries received via phone, email, electronic ticketing systems, and in‑person.
• Provide accurate, timely, and professional guidance on a broad range of HR topics, including benefits, payroll, talent acquisition, and general employment policies.
• Independently research, troubleshoot, and resolve complex or sensitive inquiries; appropriately escalate issues requiring specialized expertise.
• Reduce escalations through effective assessment and resolution.
• Track, document, and manage inquiries using HR information systems and ticketing tools to ensure service-level standards are met.
• Receive, review, and process personnel, employment, and benefits documentation for accuracy, completeness, and compliance.
• Maintain confidential employee and benefits records in accordance with HIPAA, records retention, and University standards.
• Generate correspondence, reports, and data summaries to support operational needs and audits.
• Participate in quality control, cross-training, and continuous improvement initiatives within the HR Service Center.