About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
The Tier 1 Representative works in a high-volume HR Shared Services environment, serving as the first point of contact for employee and manager inquiries. This role provides consistent, high-quality service across multiple channels including phone, email, and case management systems. Tier 1 Representatives handle repeatable HR transactions and general inquiries, ensuring timely resolution or appropriate escalation.
Primary Responsibilities
- Act as the initial point of contact for employee and manager HR inquiries
- Respond to requests received via chat, email, and case management system
- Create and update cases in the case management system for every inquiry
- Resolve general HR questions and transactions related to policies, processes, and systems
- Escalate complex or specialized cases to Tier 2 or CoEs as needed
- Assist employees in navigating HR systems and documents such as policies, guides, and FAQs
- Monitor open case queues to ensure timely assignment, resolution, and closure
- Process administrative HR transactions outside of the case management system
- Ensure employee privacy and confidentiality in all interactions
- Provide feedback on recurring issues and recommend process improvements
- Build effective working relationships with peers, management, and field HR teams
- Prioritize and organize inquiries to ensure timely and accurate service delivery
- Demonstrate initiative in learning and navigating a document-heavy HR knowledge base
Qualifications
- 2–3 years of experience in a customer service, call center, or shared services environment
- Proficiency in English is required; additional multilingual capabilities are highly valued in global environments.
- Proficient in Microsoft Office tools (Word, Excel)
- Exposure to HR processes and systems (preferred)
- Experience with HR technologies such as Workday, ServiceNow, or similar platforms (preferred)
- Strong oral and written communication skills
- High attention to detail and ability to multitask
- Dependable and punctual with a strong sense of accountability
Competencies
- Customer service orientation
- Problem-solving and escalation judgment
- Team collaboration
- Adaptability and learning Agility
- Professionalism and discretion
- Ability to deal with ambiguity
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.