About This Prospect

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

The HR Service Centre Representative plays a key role within Meridian’s HR Service Delivery model, providing first‑level human support for employee inquiries that are not resolved through digital self‑service tools, including the AskHR chatbot.

Acting as the “human in the loop”, this role is responsible for triaging and resolving employee inquiries while ensuring a consistent, accurate, and positive employee experience. The role also supports operational excellence by processing employee lifecycle changes in the HRIS system, maintaining a high standard of data integrity, and ensuring alignment with internal controls, policies, and regulatory expectations.

Key Responsibilities

- Provide first‑level human support for employee inquiries unresolved through the chatbot or other self‑service channels, respond to inquiries across all People & Culture functions including Total Rewards, Talent Acquisition, Talent Management, etc., accurately categorize, triage, and document all inquiries in the case management system, ensuring appropriate follow‑through on escalated cases for reporting and audit purposes, review escalated AskHR inquiries, apply defined escalation criteria, and determine appropriate next steps.
- Meet determined service level agreements (SLAs) for response and resolution time, manage assigned case queues and prioritize workload, actively contribute to service performance metrics by tracking and monitoring volume, aging tickets, and avoiding backlog.
- Create SOPs for employee life‑cycle transactions as required, process all employee life‑cycle transactions in the HR System including new hires, job changes, leaves, transfers, compensation updates, terminations, etc., validate transaction inputs for accuracy and completeness, maintain high standards of data integrity and compliance, partner with Payroll, HR Leaders, CoEs and HR Business Partners teams as required,



process all benefit enrolments, benefit updates including changes to coverage and adding/removing dependents, updates to beneficiaries, termination of coverage, extensions of benefits, overage dependents, etc., ensure all system transactions comply with internal controls and audit‑readiness requirements, identify and flag potential compliance risks and policy breaches.
- Analyze trends from employee inquiries, case data and AI tool outputs (e.g., AskHR) to identify recurring issues, recommend improvements to knowledge content and workflows, support ongoing optimization of HR service delivery, maintain a continual focus on process optimization with an accountability to discover, suggest and implement enhancements and/or process improvements, own continuous improvement of assigned processes by leveraging AI, automation, and HR technology tools to optimize employee lifecycle transactions, reduce repetitive manual work and enhance overall service delivery effectiveness, leverage and contribute to the AskHR knowledge base to ensure consistent and accurate responses, identify gaps in SOPs and support Tier 0 & 1 updates.
- Reconcile and process invoices for various People & Culture programs e.g. Benefits, Recognition, prepare Employment Verification letters for employees upon request, maintain cross‑functional knowledge to support overall HR team.

Knowledge, Skills, and Abilities

- Working knowledge of case/ticket management systems, inquiry triage, and HRIS transaction processing across the employee lifecycle (e.g. hires, internal job changes, terminations, etc.).
- Supported multiple HR functions such as Total Rewards, Talent in a service delivery environment.
- Demonstrates the ability to meet service level agreement (SLA)



metrics and manage competing priorities as well as maintain data integrity within an audit/risk framework.
- Preferred experience in a shared services or centralized HR model.
- Customer‑focused with strong interpersonal skills.
- Sound judgment to triage inquiries and manage escalation.
- High attention to detail and accuracy in HR data/transactions.

Education, Work Experience, and Professional Designations/Certifications

- 2 or more years’ experience in HR Operations, HR Service Centre or HR administration.
- Post‑secondary education in Human Resources, Business Administration or a related field.
- HR‑related certification or progress toward certification (e.g., CHRP or equivalent).
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Salary Range

CAD $46,400.00 to $69,600.00 annually.

Office Location

Toronto Corporate Office located at 3280 Bloor St W, Etobicoke, ON, or St. Catharines Corporate Office, located at 75 Corporate Park Drive, St. Catharines, ON.

This is a hybrid work opportunity. Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.

Benefits

- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You’ll get to work with and learn from diverse industry leaders.
- Hybrid work arrangements with in‑person office time to collaborate, innovate and build relationships with your colleagues.

Equal Opportunity Employer

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

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📌 HR Service Centre Representative (12 Month Contract) (Toronto)
🏢 Meridian Credit Union
📍 Toronto