Role overview

About this opportunity

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

Employee Inquiry Resolution (Tier 1 Support):

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, including Tier 2 or SME involvement with urgency for high-risk or compliance-sensitive issues, provide professional, empathetic service aligned with Meridian values, actively promote and guide employees to self-service tools where appropriate.

Service Level Management & Accountability:

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 as well as avoiding backlog.

Transaction Processing, Data Integrity & Risk Management:

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.

Continuous Improvement & Insight Generation:

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, and 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.

Other Operational & Administrative Support:

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 AIâenabled technology to enhance productivity, accuracy, and the Member experience.

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.

Salary Range: CAD $46,400.00 to $69,600.00 annually.Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Office Location:

Toronto Corporate Office located at 3280 Bloor St W, Etobicoke, ON. orSt. 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.

What's in it for you?

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
This isn't your typical "corporate" job. We work hard and we have fun!

Build the Future of Banking with Us

At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:

Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Who we are:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Find our story here: About Meridian

Experience the Difference!

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

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

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

@MeridianCareers

Connect with us on LinkedIn

Meridian only posts jobs on our official Careers Site, LinkedIn, and Indeed. If you find a Meridian job posting on any other site, please verify it by ensuring it directs back to our official career page. Meridian never asks candidates to apply through thirdâparty links that do not redirect to our Careers portal (UltiPro). For more tips on how to protect yourself from job scams visit Protect yourself from job scams | Meridian.

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