HR Connect Inquiry Management Generalist (Entry Level)

About the role

The HR Connect Inquiry Management Generalist is an entry‑level position that provides operational support and customer service to employees and managers on a range of HR topics, including total rewards, compensation, benefits, learning, and HR systems. Working in a contact‑center environment, the role handles inquiries via cases and phone calls, ensuring a high‑quality client experience.

Key responsibilities

• Support the case inquiry management team by handling cases and phone interactions in a contact‑center setting.
• Act as an instructor for employees and managers, guiding them on self‑service options and system usage.
• Deliver exceptional client experiences measured by specific performance metrics.
• Assess risk and ensure compliance with applicable laws, regulations, and Citi policies.
• Escalate, manage, and report control issues with transparency.

Required profile

• Previous experience in a contact‑center environment (preferred).
• Familiarity with Workday and ServiceNow (preferred).
• Basic knowledge of HR concepts (preferred).
• Intermediate to advanced English proficiency, both written and spoken.
• Proficiency in Microsoft Office.
• Strong organization, time‑management, problem‑solving, and decision‑making abilities.
• Clear and concise written and verbal communication skills.
• High school diploma or equivalent.

Required skills

• Workday
• ServiceNow
• Microsoft Office