Human Resources Solutions Professional

Freddie Mac
McLean, VA
Mar 22, 2019
Mar 22, 2019
Full Time
Are you a tech savvy professional looking to advance you career in HR Operations? Do you like finding solutions to problems and coming up with new and more efficient processes? If you are inquisitive, have a passion for learning new skills and technology, and have a customer centric mindset, then we are your next destination employer! Apply today to join us on our inquiry resolution team as an HR Solutions Professional

The HR Solutions team at Freddie Mac is responsible for providing employees easy access to all HR Services, including benefits, HRIS, payroll, time tracking, performance management, recruiting, and training. The primary responsibilities for this role will fall into two major categories: Customer Interaction and Systems Maintenance. We are currently implementing a new HR portal and case tracking system and seeking an individual to assist the HR Solutions Manager with regular maintenance and upgrades on the system.

This is a fantastic opportunity for someone who is looking to grow their overall knowledge in the HR field and has an interest in learning HR systems as you be working hands-on with a state-of-the-art services platform that will position us as the workforce of the future. This will require learning HR policies & procedures, navigating the HR knowledge base to find answers, and heavily interact with partners across Human Resources to learn about HR. You will also provide HR expertise and guidance in a timely manner while escalating issues to the appropriate HR specialist when necessary.

Your primary responsibilities include:

System Administrator
  • Adding new HR knowledge articles
  • Working with employees to identify resolutions to system issues
  • Liaising with the IT team on platform updates and upgrades to the system.
  • Analyzing data and reporting trends

Customer interaction
  • Answer employee and manager questions in a clear, concise, and timely manner
  • Ask appropriate probing questions to ensure all the information necessary is received to resolve any matters that arise
  • Conducts research on topics to either provide the necessary information to the customer or escalate the question to the appropriate specialist
  • Log all activity in the service center tracking tool
  • Provide feedback to business entities if multiple incidents are received on the same topic
  • Follow up with HR specialists on issues that have been escalated to ensure they are closed out in a timely manner and customer is satisfied
  • Exercise good judgment and discretion when accessing highly confidential information


Basic Requirements
  • 2 to 3 years of related experience with background in a Human Resources or Technical Support or similar fields
  • College Degree or equivalent work experience
  • Good judgment and discretion
  • Positive attitude & customer centric mindset
  • Interest in a career within HR or Workforce technology
  • Strong organizational skills

Key to success in this role
  • A sense of humor
  • Ability to deliver prompt and high-quality customer service
  • Strong consultation and communication skills
  • Deep curiosity to learn about new trends and technology
  • Ability to work with and collaborate across the team and where silos exist
  • Ability to use data to help inform strategy and direction

Top 3 Personal Competencies to possess
  • Customer Focus - Personally engage with customers to learn their needs
  • Growth and Development - Know or learn what is needed to deliver results and successfully compete
  • Seek and Embrace Change - Continuously improve work processes rather than accept the status quo

Preferred Skills
  • Experience with ServiceNow or ServiceNow HR Administration
  • Basic to intermediate knowledge of SharePoint (working with lists, workflows, etc.)
  • Basic to intermediate skillset with Excel
  • HR experience

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.

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