HR Connect Inquiry Management Generalist

About the role

The HR Connect Inquiry Management Generalist provides operational support in a contact‑center environment, assisting employees and managers with HR‑related questions on total rewards, compensation, benefits, learning, and HR systems. This entry‑level position focuses on delivering a high‑quality client experience while handling cases and phone inquiries.

Key responsibilities

• Support the case inquiry management team by handling cases and phone calls.
• Act as an instructor for employees and managers on self‑service options and system usage.
• Address basic, generalist‑level HR inquiries.
• Measure client experience against defined metrics and ensure compliance with Citi policies.
• Assess risk in business decisions and escalate control issues as needed.

Required profile

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

Required skills

• Workday
• ServiceNow
• Microsoft Office