As a People Support Specialist - Tour of Duty Associate, you'll serve as a key resource for team members by helping resolve HR-related questions, supporting important people processes, and delivering an exceptional team member experience. You'll gain hands-on exposure to multiple areas of Human Resources while partnering with team members across the organization to solve problems, provide guidance, and connect them with the resources they need to succeed.  

About the role

• Serve as a first point of contact for team members seeking support related to benefits, payroll, timekeeping, HR policies, Workday transactions, and other team member experience inquiries

• Deliver outstanding customer service through phone, chat, and email interactions while embodying our ISMs and commitment to helping others

• Research and resolve team member questions by leveraging internal knowledge bases, systems, and cross-functional partnerships

• Troubleshoot system access issues and guide team members through HR technology solutions using available resources

• Support new team members through onboarding and benefits enrollment processes to ensure a seamless transition into the organization

• Manage and prioritize incoming requests through service management tools, ensuring timely resolution and escalation when necessary

• Perform follow-up outreach to confirm issues have been fully resolved and team members feel supported throughout the process

• Identify recurring trends, common questions, and process improvement opportunities to enhance the overall team member experience

• Assist with HR communications, including drafting and distributing information related to people programs, benefits, payroll, and key organizational initiatives

• Support payroll-related activities by helping ensure accurate submission and processing of team member information

• Contribute to special projects across Human Resources, including system testing, reporting, audits, data gathering, and process improvement initiatives

• Partner with subject matter experts across HR functions to resolve more complex team member concerns and provide a high-quality support experience

About you
Minimum Qualifications

• Must be a recently transitioned military veteran, military spouse, or actively serving National Guard or Reservist

• Experience providing customer service, support, or problem resolution in a professional environment

• Strong verbal and written communication skills with the ability to explain information clearly and professionally

• Proficiency with Microsoft Office products, including Outlook, Word, Excel, and Teams

• Comfortable assisting customers or team members through phone, chat, video, and email channels

• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment

• Demonstrated troubleshooting, critical thinking, and problem-solving abilities

• Naturally curious and resourceful, with a willingness to research issues and find solutions independently

• Adaptable and comfortable learning new systems, technologies, and processes

• Passion for helping others and interest in building a career in Human Resources

• Ability to handle sensitive and confidential information with professionalism and discretion

Preferred Qualifications

• Experience working with HRIS, ticketing, or service management platforms such as Workday, ServiceNow, Cherwell, Salesforce, or similar systems

• Experience supporting benefits, payroll, onboarding, or other HR-related processes

• Previous experience in a help desk, customer support, contact center, or shared services environment

• Experience navigating multiple systems and managing competing priorities while maintaining accuracy and attention to detail

What you’ll get 

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks. 

About us 

Rocket is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals. 

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at Careers@Rocket.com.