Human Resources Business Partner

Position Summary

The HR Business Partner serves as the primary point of contact between Pinnacle Employee Services (PES), client companies, and their Worksite Employees (WSEs). This role is responsible for supporting day-to-day client and employee needs by responding to inbound calls and emails and ensuring the effective delivery of PES services across payroll, benefits, and human resources.

The HR Business Partner plays a key role in maintaining strong client relationships, resolving service-related issues, identifying opportunities for improvement, and escalating complex matters to specialized PES resources when necessary. A successful HR Business Partner delivers accurate, timely, and empathetic support while promoting a positive client and employee experience.

Essential Duties and Responsibilities

• Independently resolve general WSE inquiries related to payroll, benefits, and human resources.
• Provide accurate information with a sense of urgency while maintaining a friendly, professional, and empathetic approach.
• Strive to achieve first-contact resolution whenever possible.
• Ensure proper triage and escalation of complex or sensitive issues to appropriate Subject Matter Experts.
• Build and maintain effective working relationships with internal departments and client company representatives.

Unemployment & Compliance Support

• Complete unemployment claims accurately and in a timely manner, acting in the best interest of client companies.
• Attend unemployment hearings on behalf of client companies as required.
• Interpret payroll and HR policies and provide guidance to clients and WSEs.
• Maintain knowledge of federal, state, and out-of-state employment regulations.
• Confirm posting of required state and federal labor law posters at client locations.

Human Resources & Training

• Develop, maintain, and update employee handbooks and handbook policies for client companies.
• Coordinate and administer sexual harassment prevention and workplace harassment training for WSEs.
• Conduct sexual harassment and workplace investigations in collaboration with client companies and WSEs.
• Coordinate additional training requests for WSEs as reasonably requested by client companies.

Benefits, Payroll & Workers’ Compensation

• Assist client companies with workers’ compensation documentation for WSEs on leave due to work-related injuries.
• Report workers’ compensation claims for clients enrolled under the Master Workers’ Compensation policy.
• Demonstrate strong knowledge of benefit offerings and respond to benefit-related inquiries accurately.
• Reprint and distribute payroll documents such as pay stubs, W-2s, and other requested records for current and former WSEs.

Client Engagement & Operations

• Conduct a minimum of five client touchpoints per week through virtual or in-person meetings.
• Deliver requested supplies and forms to client companies (applications, pay rate forms, tax documents, etc.).
• Create and edit Excel spreadsheets as requested by client companies.
• Support the implementation of new policies and procedures with both clients and WSEs.
• Learn and effectively utilize the HRIS system (PRISM).
• Attend conferences and professional development opportunities to remain current on HR best practices.
• Perform additional duties and projects as assigned by management.

Job Requirements and Qualifications

Education

• High school diploma or equivalent required; an equivalent combination of education and experience will be considered.
• SHRM-CP, SHRM-SCP, PHR, or other HR certifications are a plus.

Experience

• Minimum of 2 years of experience in Human Resources and/or Customer Service.
• Experience with HR systems and automated operating environments preferred.
• Experience in an HR Outsourcing or PEO environment is a plus.

Knowledge, Skills, and Abilities

• Proficiency in Microsoft Office applications, including strong Excel skills.
• Ability to navigate HRIS systems and quickly learn new software and tools.
• Strong attention to detail and organizational skills.
• Excellent customer service, communication, and problem-solving abilities.
• Strong interpersonal skills with the ability to collaborate effectively across teams.
• Excellent written and verbal communication skills.
• Ability to utilize intranets, extranets, and internet-based business applications.
• Ability to take ownership of client needs and maintain a high level of customer satisfaction.
• Ability to remain professional and effective in a changing, fast-paced environment.
• Ability to manage multiple priorities and meet deadlines in a team-oriented setting.