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About the Role

The HR Service Centre Representative provides first-level human support for employee inquiries not resolved through digital self-service tools. This role is responsible for triaging and resolving employee inquiries, ensuring a consistent and positive employee experience, processing employee lifecycle changes in the HRIS system, and maintaining data integrity.

Responsibilities

• Provide first-level human support for employee inquiries unresolved through the chatbot or other self-service channels.
• Respond to inquiries across all People & Culture functions including Total Rewards, Talent Acquisition, and Talent Management.
• Accurately categorize, triage, and document all inquiries in the case management system.
• Ensure appropriate follow-through on escalated cases for reporting and audit purposes.
• Review escalated AskHR inquiries, apply defined escalation criteria, and determine appropriate next steps.
• Provide professional, empathetic service aligned with Meridian values.
• Actively promote and guide employees to self-service tools where appropriate.
• Meet determined service level agreements (SLAs) for response and resolution time.
• Manage assigned case queues and prioritize workload.
• Actively contribute to service performance metrics by tracking and monitoring volume and aging tickets.
• Create SOPs for employee life cycle transactions as required.
• Process all employee life cycle transactions in the HR System including new hires, job changes, leaves, transfers, compensation updates, and terminations.
• Validate transaction inputs for accuracy and completeness.
• Maintain high standards of data integrity and compliance.
• Partner with Payroll, HR Leaders, CoEs and HR Business Partners teams as required.
• Process all benefit enrolments and updates.
• Ensure all system transactions comply with internal controls and audit-readiness requirements.
• Identify and flag potential compliance risks and policy breaches.
• Analyze trends from employee inquiries and case data to identify recurring issues.
• Recommend improvements to knowledge content and workflows.
• Support ongoing optimization of HR service delivery.
• Maintain a continual focus on process optimization with an accountability to discover, suggest and implement enhancements.
• Own continuous improvement of assigned processes by leveraging AI, automation, and HR technology tools.
• Leverage and contribute to the AskHR knowledge base to ensure consistent and accurate responses.
• Identify gaps in SOPs and support Tier 0 & 1 updates.
• Reconcile and process invoices for various People & Culture programs.
• Prepare Employment Verification letters for employees upon request.
• Maintain cross-functional knowledge to support overall HR team.

Requirements

• Working knowledge of case/ticket management systems, inquiry triage, and HRIS transaction processing across the employee lifecycle.
• Experience supporting multiple HR functions such as Total Rewards and Talent in a service delivery environment.
• Demonstrates the ability to meet service level agreement (SLA) metrics and manage competing priorities.
• Ability to maintain data integrity within an audit/risk framework.
• Customer-focused with strong interpersonal skills.
• Sound judgment to triage inquiries and manage escalation.
• High attention to detail and accuracy in HR data/transactions.
• Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Skills

• Case management systems
• Inquiry triage
• HRIS transaction processing
• Total Rewards
• Talent Acquisition
• Talent Management
• Service level agreements (SLAs)
• Data integrity
• Risk management
• AI
• Automation
• HR technology tools
• Microsoft Power Platform
• Generative AI productivity tools
• Microsoft Copilot
• Critical Thinking
• Data Driven
• Curiosity
• Flexibility

Location

• Toronto Corporate Office, Etobicoke, ON
• St. Catharines Corporate Office, St. Catharines, ON

Work Type

• Hybrid

Experience Level

• 2 or more years’ experience in HR Operations, HR Service Centre or HR administration.

Education Level

• Post-secondary education in Human Resources, Business Administration or a related field.
• HR-related certification or progress toward certification (e.g., CHRP or equivalent).

Salary/Compensations

• CAD $46,400.00 to $69,600.00 annually.

Benefits

• Inclusive and collaborative working environment
• Tools and technology needed to delight your candidates and clients
• Opportunity to work with and learn from diverse industry leaders
• Hybrid work arrangements
• In-person office time to collaborate, innovate and build relationships with colleagues

About the Company

• Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of its more than 380,000 Members.
• Meridian has more than 80 years of banking history and is 100% owned by its members.
• With 87 retail branches and 15 Business Banking Centers across Ontario and $32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members.
• With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve.
• Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Equal Opportunity

• Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
• We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
• Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.