Location: Newark, DE, United States

We have an opportunity for you to make a real difference in people's working lives. Join a team where your judgment, empathy, and problem-solving skills directly shape the employee experience. You'll build your expertise in employee relations while growing your career within a supportive, high-performing team. Every conversation you have is a chance to turn a challenging moment into a positive outcome.

As an HR Specialty Servicing Advisor on the Global Accommodations team, you support employees and managers through routine, sensitive, and complex HR matters. You bring strong judgment, attention to detail, and confidence to navigate challenging conversations with empathy and professionalism. You balance a personalized employee experience with consistent application of firm policies, sound risk management, and clear decision-making.

You also identify trends and conduct root cause analysis to recommend product and process improvements that strengthen the overall employee and manager experience.

Job responsibilities

• Communicate directly with employees and managers, verbally and in writing, to resolve specialized and complex inquiries with end-to-end ownership
• Navigate sensitive and challenging conversations independently, including situations involving disagreement, escalation, or difficult decisions
• Evaluate requests using sound judgment, constructively challenge when appropriate, and communicate decisions and rationale with professionalism and empathy
• Set clear expectations and boundaries with employees and managers, including the ability to decline requests that cannot be supported
• Partner with HR and firmwide teams to resolve complex matters, clarify ownership, and drive issues to resolution
• Maintain complete and accurate case documentation and tracking of interactions
• Process HR-related transactions accurately and on time while delivering an exceptional employee experience
• Identify recurring issues, trends, and root causes, and recommend improvements to processes, products, and the employee experience
• Meet established service-level, quality, and productivity expectations

 

Required qualifications, capabilities, and skills

• Three years of experience in HR service, product roles, employee-facing advisory roles, or equivalent experience
• Experience independently managing difficult, sensitive, or high-stakes conversations with employees and managers
• Strong judgment and confidence constructively challenging requests, delivering difficult messages, and setting boundaries
• Ability to remain composed and credible when faced with disagreement or escalation while maintaining an empathetic, respectful experience
• Active listening, probing, and reading comprehension skills, including identifying underlying issues and determining a path forward
• Strong written and verbal communication and interpersonal skills with a customer-focused mindset
• Ability to summarize findings and present concepts, recommendations, and rationale to varied audiences, including Specialists and Senior Leaders
• Analytical and problem-solving skills with strong attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced environment, adapt to change, and meet deadlines
• Proficiency with Microsoft Office suite and HR systems (Ask JPMC, ServiceNow, etc.)

Help employees navigate accommodations with empathy, sound judgment, and expert HR support.