Team Member Care Coordinator

Key Responsibilities

HR Service Support and Case Intake

• Serve as a first point of contact for employee inquiries through case management tools and other service channels.
• Accurately log, route, and track HR cases, ensuring timely acknowledgment and appropriate escalation.
• Provide clear and consistent information related to HR policies, procedures, and common employee questions using approved resources and knowledge articles.
• Ensure employees know their request has been received and understand next steps.

• Process routine HR transactions, including employee data updates, document requests, onboarding support, and employment verification.
• Maintain accurate and complete employee records within HR systems.
• Support payroll and benefits administration by gathering information, tracking issues, and coordinating with Team Member Care Leads and Business Process Owners as needed.
• Assist with administrative tasks that support smooth day to day HR operations.

• Follow documented processes, scripts, and service standards to ensure consistent and compliant service delivery.
• Meet individual productivity, quality, and responsiveness expectations.
• Review requests for completeness and proactively follow up when information is missing or unclear.
• Take ownership of assigned cases through resolution or appropriate handoff.

• Handle employee information with discretion, professionalism, and strict confidentiality.
• Adhere to data privacy standards, internal policies, and applicable compliance requirements.
• Ensure documentation is accurate, complete, and audit ready.

• Partner with Team Member Care Leads and other HR partners to ensure smooth handoffs and timely resolution of cases.
• Participate in training, job shadowing, and knowledge sharing activities to build HR skills and confidence.
• Escalate recurring questions, risks, or process gaps to help improve service delivery and employee communications.
• Contribute to a supportive, collaborative team environment.

Moss is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.