Employee Service Associate

Every great story has a new beginning, and yours starts here.
Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role
This is a Project Fixed-Term Position - through the end of December 2024. Required to work in the office 5 days per week. Ability to work an 8-hour shift expected to be scheduled between 8AM to 6PM eastern time, Monday through Friday, with flexibility when required.
Reporting to the Manager, Employee Services, as a part of the Contact Center team, our Employee Service Associates provide efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, their managers and business partners.
Focused on a seamless customer experience and great customer care, the Associate uses information from multiple systems and resources to respond to inquiries; provides navigational support to employees on self-service/HR tools such as Workday and ServiceNow and routing/escalating inquiries for advanced support. Using the case management system, the Associate accurately processes, records, closes or escalates transactions in accordance with established service level agreements. The Associate collects required information or back-up documentation from employees or external customers. This includes tactfully asking customers probing questions to establish context and ensure the solutions offered or the escalation path is appropriate and most likely to succeed.
The Associate role provides feedback internally, proposing new and effective ways to resolve problems and improve productivity (i.e., continuous improvement efforts), while maintaining broad knowledge of policies, procedures, and resources
Your Role Accountabilities

• Analyzing, capturing, responding to, and resolving HR, pay, policy, benefits, employee data, and other types of requests from employees, managers, and other customer types, that are inbound via phone, email, the HR-Portal or other access channels, including:
  • Carrying out individual employee data transactions/data-entry in Workday and other systems, troubleshooting payroll and payment related matters, time off inquiries and recalculations, completing employment verifications (VOE/VOIs), direct deposit setups, pay and tax document re-issues, data updates, etc.
  • Providing support for self-service and P&C technology tools for employees and customers
  • Ensuring case notes are complete and in line with company and audit expectations, demonstrating excellent writing and communication skills.
  • Educating customers to help them be more informed/self-sufficient by increasing awareness of self-service resources.
  • Ensuring that sensitive information remains confidential and protecting personal information when processing transactions and addressing employee inquiries.
  • Providing mindful redirection and escalations to tier two support teams and other parts of the organization
  • Performing and tracking administrative (no call) departmental tasks including report reviewing, data updates, mailing, filing, sending correspondence and records management
  • Working on departmental projects as and when required

Qualifications & Experience

• 0-2 years' experience, preferably in an HR Service Center oriented environment; HR experience is a plus
• Bachelor's degree or equivalent work experience
• Strong interpersonal, active questioning and listening skills
• Excellent analytical and problem-solving skills
• Attention to detail
• Ability to quickly learn new technology and software programs
• Ability to type with minimal grammatical and/or mathematical errors
• Experience working with case management and knowledge base tools preferred
• Experienced interacting with customers in a shared service center environment preferred
• Experience with Workday, ServiceNow and Microsoft Offices Suite strongly preferred
• Bilingual language English/Spanish preferred

How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
The Legal Bits...
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $42,224.00 - $78,416.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.