United Airlines Representative - ESC Non-Operations in Chicago, Illinois

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Human Resources

The Human Resources team helps attract and recruit diverse talent, and works to provide employees with competitive benefits, leadership resources and the support to be successful at United.

Job overview and responsibilities

Serve as a resource to provide superior customer service by providing support, information and coordination in a high volume, high productive contact center environment while complying with the needs of each Business Partner unit. Comply with any company or government policies/mandates.

  • Serve as a corporate resource to provide support, information, and coordination in regards to company policy, Defined Contribution Plans, Employee and Labor Relations, General Benefits, Health and Welfare programs and plans, Compensation, Payroll Deferred Compensation, HRIS/HR Applications. Organizational Development, Performance Management and Merit programs, USERRA Military LOA.

  • Case manager for United We Care applicants, Vacation Buy, Performance Management and Merit programs

  • Subject matter expert for Reduction-In-Force, Early-Out Program, Special Leave of Absence, Management Volunteer Separation Program.

  • Coordinate with vendors regarding Unemployment, Outplacement, Fidelity, Schwab, Aon Hewitt (United Benefits Center).

  • Review and process wire transfers consisting of large dollar amounts.

  • Meets and/or exceed all departmental financial and operations initiatives and goals.Ensures that service level agreements are met in a customer focused manner by responding to inquiries within 16 business hours.

  • Achieve 100% compliance with all CBAs, Company Policy and Federal/State laws

  • Increase annual overall customer service performance

  • Manage overall costs through work process completion within 8 to 16 business hours

  • Meet expectations for processing HR “back-office” processes in a timely, efficient and accurate manner

  • Respond to inquiries from co-workers at all levels of the organization in an efficient and accurate manner

  • Meet department’s training goals as part of professional development


  • High school diploma

  • Highly proficient with Windows/Microsoft Office

  • Excellent Written and Verbal Communication

  • Two or more years in a fast paced operational environment/call center

  • Communication, organizational ability and customer service


  • BA/BS

  • Experience with airline scheduling systems

  • Airline knowledge preferred.

  • Highly proficient with Windows/Microsoft Office, Excel and/or Access

  • Experience with healthcare administration.Knowledge of CBA language and experience in supporting a large, diverse unionized workforce.

  • Functional experience with internal HRIS, MTB and uSAW.

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 70 Human Resources

Function: Human Resources and Labor Relations

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled