Talent Compass Specialist

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Talent Specialist is a member of the Talent Operations & Delivery team and is primarily responsible for resolving employee inquiries pertaining to global total rewards and employment policies across multiple countries. Provides resolution or routing of incoming phone calls, chats, and inquires using RSM's case management system and processes.

Case Management

• Provide prompt and accurate responses to basic and moderate employee inquiries by thoroughly understanding the questions, researching necessary information, and delivering clear, personalized solutions to ensure a positive interaction. Utilize available resources and tools to address inquiries efficiently and effectively.
• Maintain an understanding of total rewards and policies for multiple countries by continuously updating knowledge on employee benefits, payroll policies, recognition programs, professional development, flexible work arrangements, and all other talent-related policies and programs.
• Identify and route cases to the correct team by following established protocols, ensuring that cases are directed to the appropriate parties for resolution without delay.
• Monitor the progress of escalated cases to ensure timely and satisfactory outcomes.
• Gather additional insights by asking clarifying questions and providing clear and concise information to resolve issues.
• Accurately record and update case details in the tracking system by meticulously entering all relevant information, ensuring it is current and complete. Regularly review and update records as needed to maintain data integrity and support accurate reporting.
• Demonstrate professionalism, empathy, and a personalized approach in all employee interactions by actively listening to concerns, responding thoughtfully, and tailoring communication to meet individual needs.

Knowledge Management

• Recommend updates to routing guides and agent documentation as needed.

Orientation

• Facilitate orientation sessions by presenting interactive and informative content, utilizing multimedia tools and incorporating activities that encourage participation and engagement.
• Coordinate with facilitators, managing communication logistics, and compiling reports to ensure all new hires receive essential information and support.

Other Duties

• Adapt to additional tasks and projects with flexibility and a proactive approach, ensuring timely and efficient completion.

Experience (Preferred)

• 1 year of HR or related experience.
• Associate degree in business or a related field, or at least 2 years of HR-related job experience.
• Previous customer service experience.
• Knowledge of employee benefit programs and HR policies.
• Strong verbal and written communication skills.
• Exercises discretion in responding to questions and routing cases.
• Ability to work a flexible schedule to accommodate different time zones and holidays, including overtime during certain times of the year.
• Handles sensitive and confidential information with discretion.
• Proficient in Microsoft Word, Outlook, and PowerPoint.
• Working knowledge of Workday, ServiceNow, or other case management systems.

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at     

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email