Total Rewards Support Services Representative

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.

CORE JOB FUNCTIONS

Position hours are 9:00AM - 6:00PM

• Answers, screens, and routes inbound employee calls regarding HR, payroll, and compensation topics while adhering to call center protocols and service standards.
• Authenticates employee identity prior to discussing or updating confidential HR or payroll information in compliance with privacy and security requirements. Documents all call details, inquiries, actions taken, and follow-up steps in the case management system to ensure accurate audit trails.
• Manages high-volume call and case workloads, ensuring issues are resolved within established service-level agreements (SLAs).
• Performs outbound calls to follow up on documentation, clarify details, or communicate updates related to compensation transactions and general HR support.
• De-escalates difficult or emotional calls using professional communication and problem-solving techniques.
• Follows standardized scripts, knowledge articles, and SOPs to provide consistent and accurate guidance to employees and leaders.
• Maintains knowledge base articles, SOPs, and reference materials to support consistent service delivery and knowledge sharing.
• Identifies recurring inquiry trends and escalates insights to leadership to support continuous improvement and policy updates.
• Processes compensation-related transactions in the HRIS with a high level of accuracy.
• Validates compensation actions against job architecture, pay ranges, HR policies, and audit controls to ensure compliance and reduce downstream payroll issues. Executes workflow routing, attaches documentation, verifies approvals, and maintains accurate records for all compensation events.
• Partners with Payroll to reconcile pay-impacting changes, addresses discrepancies, and meets payroll processing timelines.
• Runs and reviews daily/weekly reports to monitor effective dates, retroactivity, pending transactions, and error queues, taking corrective action as needed. Supports internal and external audits by preparing documentation, researching transaction history, and assisting with remediation efforts.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing:

Refer to department description for applicable certification requirements

Experience:

Minimum 1 year of relevant experience required

Knowledge, Skills and Attitudes:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff