Human Resources Generalist (Contact Center)

The Human Resources Generalist - Contact Center will join a team of smart, compassionate and hands-on HR professionals. As HR Generalist supports over 150 employees within our Contact Center, you will partner directly with Senior Leaders and managers to deliver results and keep engagement levels high. Your primary focus will be helping our Sales and Member Support teams meet their goals while living Branch’s core values as we scale!

Branch is remote native, so this position may be located anywhere in the U.S. (although Ohio, Illinois, Texas, or Arizona location strongly preferred) with occasional travel to Columbus, OH (HQ).

Key Responsibilities

• Serving as main contact for employees within Branch’s contact center, ensuring handling and escalating any employee relations (ER) issues in partnership with our People Team effectively and efficiently.

• Partnering with Team Leaders to provide advice and counsel on ER and performance issues. Working collaboratively to create and maintain positive relations and resolving conflicts in an effective and efficient manner.

• Managing and resolving complex employee relations issues. Conducting effective, thorough and objective investigations.

• Managing the preparation, facilitation, and follow up of corrective action notices, when necessary.

• Understanding and overseeing the Sales and Member Support employee lifecycle process, leaves of absence and terminations.

• Analyzing trends and metrics in partnership with the HR Operations team to develop solutions, programs and policy updates.

• Maintaining in-depth knowledge of legal requirements related to day-to-day management of employees, reducing risks and ensuring regulatory compliance.

• Conducting effective, thorough and objective investigations.

• Working closely with management and employees to improve work relationships, building morale, and increasing productivity and retention within the Contact Center.

• Providing HR policy guidance and interpretation. Identifying training needs for business units and individual executive coaching needs.

• Participating in evaluation and monitoring of training programs to ensure success. Following up to ensure training objectives are met.

• Performing other related duties as assigned.

Skills Knowledge and Expertise

• Bachelor’s degree in human resource management, psychology or business.

• At least three (3) years experience related to several aspects of HR, including conflict resolution.

• Deeply thoughtful and empathetic working style with the proven ability to support team members holistically.

• Understanding of the employee lifecycle, and knowledge on how to problem solve around different components of it.

• Excellent presentation and facilitation skills, and a strong ability to educate, influence, and persuade.

• Organizational agility and interpersonal skills with a demonstrated track record of developing effective relationships across the organization with employee groups.

• Proven ability to handle sensitive situations with professionalism and confidentiality.

• Success in driving effective HR programs in a call center environment is preferred.

• Experience working with a large non-exempt workforce is a huge plus.

• SHRM certification is highly preferred.

Benefits

In addition to base, you will also be eligible for Branch’s growing benefits program which currently includes:

• Health insurance for you and your family.

• A $150/month contribution to a Health Savings Account (HSA), administered by Branch

• Managing your own time off (no paid time off program, allocation or fixed days off)

• “Prime Real Estate” benefits with the opportunity to choose between native remote work or in-person work in Columbus, or Chicago

• Participation in Branch’s 401K program with match potential

About Branch Insurance

It’s time we see the forest through the trees.

At Branch, we think insurance has lost its way. We’re restoring insurance back to its original intent: a force for communal good. We’re getting back to getting each other's back.

Introducing Bundled Home & Auto Insurance powered by community.

At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer – All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.