Overview

The Field Operations Associate is responsible for ensuring our customers – including but not limited to contract employees, clients, program offices, and alternative delivery teams – receive superior support from offer accepted through start and management of all onboarding responsibilities. This is a customer-facing role that will support customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person. 

Responsibilities

Client Onboarding

• Ensure client pre-employment requirements, forms, policies, and documents regarding onboarding are kept current and validated with Compliance departments.
• Manage client requirements for the onboarding packet (e.g., authorization forms, drug tests, background checks etc.) and update the Candidate Tracker with contractor data until candidate is cleared to start

Contractor Onboarding

• Provide world class customer service in every interaction to ensure a quality candidate experience
• Receive and review onboarding trigger Ensure accurate and timely entry of candidate data, onboarding process updates, and all other required documentation within the onboarding and compliance process
• Document all candidate/contractor touchpoints and communicate updates in a timely manner
• Coordinate contractor orientations, I9s, and other onboarding requirements within the local field office
• Provide pre-employment documents and screen requirements to the candidate for review and signature
• Emphasize usage of Direct Deposit or electronic deposit and CashPay to all contractors and clients
• Assist with contractor training and certification requirements
• Attend office digital red zones to help communicate onboarding statuses as needed
• Enter and manage background, drug testing and medical screening process for contractors
• Manage contractor compliance with key E-Verify requirements (e.g., expired documents, expired compliance)
• Ensure all potential contract employees adhere to pre-employment screen guidelines and are removed from the process if they are not compliant
• Manage the HR folder process to ensure onboarding paperwork is completed in a timely manner

Lifecycle Management and Operatoinal Support 

• Serve as contact for contractor questions, and facilitate communication to the center through Cases to resolve payroll and invoicing issues (adjustments, lost checks, invoice issues, etc.) with a goal of ensuring customer satisfaction and timely resolution
• Partner with the center through Cases to update contractor records for address updates, direct deposit changes, etc.
• Manage the processing of live paychecks
• Manage contractor travel booking requests
• Direct unemployment filing questions and workers compensation inquiries to the proper teams for resolution
• Provide outstanding front office customer service (telephone and reception area)
• Order, maintain and organize all office supplies, manage mailing and shipments, and file and maintain office paperwork and office directory
• In partnership with FOS, manage office purchasing (P-card reconciliation) and vendor management (copier maintenance, kitchen appliance service, etc.)
• Serve as point of contact for real estate communications (support any in-office updates/moves/installations), and property management
• Provide education and accountability to field office/VOP producers around important processes, including timely ESF submittal, timely CRG submittal, timely finish ESF submittal, etc.
• Serve as primary liaison between field office producers and corporate or center-based teams, and find opportunities to drive partnerships between the center and field employees
• Maintain outstanding levels of administrative support to all internal and external employees and resolve issues related to process and technology questions
• Asset distribution and collection for new internal hires and terminations
• In partnership with Field Operations Supervisor, manage internal payroll process
• Partner with talent acquisition to manage internal onboarding for all field office/on-premise hiring, including I-9 and onboarding paperwork completion, setting up desk, etc.

Qualifications

• Excellent written/oral communication and interpersonal skills
• Strong decision-making ability
• Ability to tackle complex issues and develop innovative, practical solutions
• Action and detail oriented; able to prioritize while handling multiple tasks
• Excellent time management and focus on deadlines and goals
• Effectively build relationships with all internal partners, both locally and in our corporate and center-based locations
• 2 + years’ experience in a customer service-related position
• Associates degree or two years of applicable experience in customer service