Advice amp Counsel - Senior Consultant

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Advice & Counsel - Senior Consultant
Responsibilities: Resolves manager/employee issue/inquiry on demand (i.e., at first contact) whenever possible. Provides insights and support for reporting and metrics associated with employee relations claims and overall department workload/performance. Identifies issues in real time. For issues that require additional research or investigation, opens and documents file with relevant call/case components and consultation provided during intake/initial attempt at FCR; assigns matter to the accurate team for resolution, including assignment of case categorization and priority. Assess inquiries received through alternative channels (i.e., not through the phone. such as Ethics Line reporting), resolve, or direct to accurate team for further research (typically 20% of the time) including assignment of case categorization and priority. Provides input for process improvement in team efficiency and process, improving the overall customer experience, including identifying educational opportune.

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